• 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.

• As a Customer Success Engineer at Endor Labs, you are not only the technical champion for our customers but also a seasoned software engineer adept at navigating the complexities of programming ecosystems and DevOps. In this role, you will: • Design and implement efficient code scanning and dependency scanning mechanisms using Maven and Gradle. • Serve as the primary technical point of contact for our customers, offering expert guidance with a blend of empathy and deep technical knowledge through both pre-sales and post-sales stages, especially when addressing intricate technical challenges • Customize our security solutions to fit into sophisticated customer environments. Occasionally, develop bespoke solutions to meet unique needs, leveraging your strong background in software engineering. • Act promptly when technical issues emerge, applying your advanced troubleshooting skills and understanding of programming and DevOps practices to ensure our customers are successful. • Forge lasting relationships with a broad spectrum of clients, from agile startups to global enterprises. • Collaborate closely with our engineering teams, translating customer feedback and troubleshooting insights into tangible product improvements. • Champion the adoption of robust security practices, empowering developers to write secure code efficiently through your support and guidance. • Lead and manage technical integration projects, making strategic decisions and providing technical guidance both internally and externally.

• Manage multiple customer implementations. • Coordinate with internal teams, including R&D, product development, and sales, to ensure seamless integration and deployment of solutions. • Define project activities such as planning, scoping, issue/risk management and project reporting. • Monitor project progress, identify potential risks, and implement mitigation strategies to ensure timely and successful project completion. • Perform technical tasks and system management of the Cloud based solution. • Build strong relationships and trust with customer stakeholders. • Proactively monitor system usage and clinical engagement to ensure AI tools are being integrated into daily diagnostic workflows. • Systematically gather customer feedback and pain points to influence the Ibex product roadmap. • Collaborate with customers to establish Key Performance Indicators (KPIs) and conduct periodic Business Reviews to demonstrate the value Ibex is delivering. • Ensure a smooth transition from ‘deployment’ phase to ‘long-term maintenance’, maintaining a relationship that minimizes churn.

• Own the Customer Lifecycle: Act as the primary point of contact for strategic accounts, ensuring their success from onboarding to adoption, expansion, and renewal. • Accountable for Net Retention: Own the renewals process. Partner with Sales to drive expansion opportunities and drive net retention. • Drive Value Realization: Partner with customers to define success metrics, identify use cases, and deliver measurable outcomes using Gruntwork’s platform. • Build Strategic Relationships: Develop trusted relationships with CTOs, VPs of Engineering, and DevOps leaders to understand their goals and align Gruntwork’s solutions to their needs. This includes leading strategic executive business reviews (EBRs/QBRs/CABs) to align on business outcomes, showcase ROI, and ensure long-term partnership growth. • Create and manage a Customer Advisory Board: Facilitate the creation of a semi-annual CAB with our top customers. • Mitigate Risk: Proactively monitor customer health, identify risks, and develop action plans to prevent churn and ensure long-term success for our platform and legacy customers. • Shape Customer Success Strategy: Contribute to the evolution of Gruntwork’s customer success programs, including onboarding, training, and enablement initiatives. • Be a Gruntwork Expert: On a technical level, understand how each of Gruntwork's products provides value to customers and use that knowledge to help customers see value, or upsell/cross-sell to products that can provide additional value. • Champion the Customer to the Company: Serve as the voice of the customer - bring customer feedback and concerns back to the team to prioritize fixes and influence the roadmap.