• Partner proactively with regional CSMs and account teams to drive customer value, including identifying opportunities to deepen adoption, recommending best practices, and demonstrating advanced features and integrations across the full product portfolio. • Provide expert technical guidance on strategic initiatives, such as architecture reviews, integration planning, roadmap alignment, and enabling customers to achieve key business outcomes. • Collaborate on customer success plans, executive business reviews, and health checks to highlight technical wins, mitigate risks, and surface expansion opportunities. • Assist in unblocking "stuck" support cases, product bugs, or enhancement requests by serving as a liaison to internal teams (Engineering, Product Management, Support) to expedite resolution and ensure clear communication back to the customer. • Engage directly in customer conversations when technical depth is required (e.g., deep-dive workshops, troubleshooting sessions), always in coordination with the CSM. • Prioritize work within your assigned region while maintaining flexibility to support high-priority escalations across regions as needed. • Actively coach and mentor CSMs through knowledge transfer, enabling them to handle increasingly complex technical discussions independently and reducing future escalations. • Document key interactions, solutions, playbooks, and customer-proof best practices to enrich internal knowledge resources and elevate overall team technical competency. • Collaborate closely with CSM leadership and the Technical Success team to align on priorities, share regional insights, and continuously improve processes.

• Manage a portfolio of strategic accounts with full responsibility across the customer lifecycle, from onboarding and adoption to renewal. • Build relationships with customers and serve as the trusted advisor to drive continued value from Akuity’s products and services. • Lead strategic meetings and Executive Business Reviews to share best practices and tactical recommendations. • Drive implementation and onboarding with a focus on accelerating time to value. • Develop, prepare, and nurture customers for advocacy and long-term partnership. • Work with customers to define and achieve business and technical goals, KPIs, and success metrics. • Partner with sales to drive renewals, expansions, and up-sell opportunities. • Advocate customer needs across product, engineering, marketing, and support teams. • Manage accounts across different stages of the customer lifecycle.

• Set up and configure enterprise integrations with customer systems • Respond clearly and efficiently to customer technical questions via email, Slack, and calls • Diagnose and troubleshoot integration issues independently • Follow up with customers to ensure integrations are successfully deployed • Collaborate with the engineering team to escalate bugs and complex technical issues

• Lead a distributed team of Customer Success Engineers in the Americas to drive GitLab adoption and technical value realization across a pooled book of business. • Develop and execute scalable technical enablement strategies and programs that help customers use GitLab for source code management, CI/CD, DevSecOps, and Agile planning. • Drive creation of repeatable frameworks and systematic solutions that remove adoption barriers and support measurable customer business outcomes. • Collaborate closely with Sales, Renewals, and Customer Success Managers to align technical enablement with commercial objectives, supporting retention and expansion across accounts. • Use data and performance indicators to assess program effectiveness, identify adoption trends, and adjust technical initiatives for greater impact at scale. • Mentor and coach team members to strengthen their DevSecOps expertise, customer engagement skills, and ability to translate technical capabilities into business value. • Champion the voice of the customer by translating field insights and technical pain points into actionable feedback for Product, Engineering, and other cross-functional teams. • Partner with internal stakeholders to ensure customer feedback, feature requests, and adoption insights inform roadmap priorities and improvements to the overall customer experience.