• Own and iterate DroneDeploy Academy for HV and Scaled segments, including persona-based learning paths, certifications, and short courses tied to core use cases. • Build and maintain scalable enablement assets (demo scripts, micro-demo videos, evaluation kits, ROI templates, playbooks) that GTM teams can run without live SE support. • Run recurring webinars, office hours, and workshops for customers and GTM teams, and reuse recordings and materials in self-serve channels. • Partner with Renewals leadership and managers to standardize health checks, QBR/EBR narratives, and expansion plays for the Scaled book of business. • Support selected HV opportunities with focused solution demos and simple, outcome-oriented evaluation plans, and document patterns that can be reused across similar deals. • Develop deep product and workflow expertise across Unified Aerial/Ground, Automation (docks/robotics), and Intelligence/AI products, plus recommended hardware and integrations, and reflect that expertise in all enablement content. • Use CRM, LMS/CMS, product/usage analytics, and AI-generated insights to prioritize, measure, and refine scaled programs based on impact. • Collaborate closely with CSEs, SEs, CSMs, Product, Support, and PMM to keep content current, aligned with field feedback, and integrated into new product and campaign launches.

• Act as a trusted/strategic advisor for customers, driving the entire Customer Success lifecycle from onboarding to expansion • Become the trusted Cribl expert as customers transform data in their organization to support both security and observability outcomes • Establish and maintain relationships with stakeholders and senior management to drive success plans and KPIs at our largest customers • Communicate effectively to our tech touch customers utilizing our customer success platform to automate our ability to respond using data-driven metrics • Drive continued and expanded value by expanding usage of existing use cases and identifying new use cases, teams and data sources to reduce, enrich, and route data • Clear, effective communicator and collaborator working cross-functionally with the Cribl sales, marketing, product, experience, and engineering teams as the voice of the customer • Keep our customers healthy in their customer journey with Cribl to realize value with their purchase and continue to grow as a customer • Continually inspire, mentor, and coach team members as an integral piece of the Customer Experience organization • You may be required to occasionally perform duties outside your standard working hours

• Manage the full customer lifecycle from onboarding through renewal • Act as a trusted advisor • Translate client needs into documented processes, workflows, and service actions • Support data-driven conversations using platform metrics • Proactively resolve issues • Partner with internal teams to align technical execution with client goals • Capture feedback and opportunities for improvement

• Work with district IT teams from start to finish to ensure that from initial set-up to rollout of rostering with ClassDojo, allowing teachers and school leaders can seamlessly set up their school in ClassDojo • Review data from districts and ensure it matches the needs and formatting of end customers • Work with district IT stakeholders to investigate and correct any issues in the data received • Collaborate closely with your account team, district IT, and the customer support team, proactively sharing project status, elevating risks, and proposing solutions • Maintain excellent documentation and update project status for internal team members across multiple implementation projects and timelines • Execute a strong quality assurance processes