• Own client relationships from kickoff through renewal. • Lead onboarding and training for new clients on our AI audit platform. • Serve as the first call when something breaks, confuses a client, or needs escalation. • Surface feedback, pain points, and feature requests to the product and engineering teams. • Identify expansion opportunities and support account growth conversations. • Jump into active audit engagements to support the team when needed. • Review AI-generated workpapers and deliverables for quality and completeness. • Build and maintain operational processes, documentation, and playbooks. • Support sales calls and demos as part of the broader go-to-market motion. • Take ownership of problems and workflows that do not yet have an owner. • Step into whatever role is required to keep the company moving forward.

• Develop and execute a comprehensive customer success strategy that aligns with Spacelift’s goals and drives customer satisfaction, retention, and growth. • Lead, mentor, and manage a team of Customer Success Managers, fostering a culture of excellence and continuous improvement. • Build and maintain strong relationships with key customers, understanding their business needs and goals. • Act as a trusted advisor and advocate for the customer, ensuring their success and driving product adoption. • Oversee the customer onboarding process, ensuring a smooth transition from sales to implementation. • Define and track key performance indicators (KPIs) for customer success. • Collaborate with Sales, Product, and Support teams to ensure a cohesive approach to customer success. • Address and resolve escalated customer issues and concerns promptly and effectively. • Collect and analyze customer feedback to identify opportunities for improvement.

• Executive Relationship: Manage and grow relationships and constant touch-points with senior customer executives for the region. • Team Management: Grow and manage a team of Customer Innovation Directors who, in turn, will manage a certain number of accounts in that region and be responsible for adoption and expansion for those customers. • Renewal Management: Be responsible for renewals, upsells, and cross-sells for the whole region. • Identifying and Nurturing Growth Opportunities: Responsible for the farming and growth of accounts for the region. • Goal and Requirement Understanding: Understand customer’s business, strategic goals, and requirements to Innovaccer’s product portfolio. • Value Opportunity Identification and Realization: Identify and communicate opportunities for customers and realize value generated from Innovaccer's products and services. • Change Management: Manage significant changes in requirements as well as customer’s process or skill changes to fully utilize Innovaccer products.

• Manage a team of senior Customer Success Managers overseeing Forerunner’s enterprise accounts • Drive customer health and expansion, coach a high-performing team • Achieve key retention and growth metrics (ARR and health targets) and monitor account performance • Maintain a small book of business to stay close to customer needs • Work cross-functionally with Sales, Product, and Implementation teams to ensure seamless delivery and long-term success for customers