• Develop and lead Comtech’s end to end Customer Success and Service Delivery strategy, including onboarding, adoption, expansion, renewal, and advocacy. • Ensure seamless transitions across Sales, Implementation, Service Delivery, and long term support functions. • Build scalable processes that support growth while delivering a high touch customer experience. • Ensure service delivery and success programs are tailored to mission needs across multiple industries. • Partner with Sales leadership to drive expansion opportunities and reduce churn across the installed base. • Lead Service Delivery, Field Deployment, and Technical Support teams to meet or exceed customer and contractual performance requirements. • Strengthen cross functional coordination to eliminate friction and accelerate time to value. • Deploy tools, analytics, and automation to improve visibility into customer health, usage, and lifecycle performance. • Build, mentor, and scale a high performing Customer Success and Service Delivery organization. • Establish performance metrics, operational standards, training programs, and development pathways. • Foster a culture of accountability, customer advocacy, and operational excellence.

• Own the health and retention of a defined portfolio of customers, ensuring consistent value realization and satisfaction. • Partner cross-functionally to proactively resolve issues affecting client experience or employee experience. • Develop and execute customer health and retention strategies. • Maintain accurate and current records of customer health, sentiment, and engagement in HubSpot and the platform. • Identify and remove operational blockers to speed up time-to-revenue and time-to-value.

• Own the health and retention of a defined portfolio of customers, ensuring consistent value realization and satisfaction. • Partner cross-functionally to proactively resolve issues affecting client experience. • Develop and execute customer health and retention strategies. • Maintain accurate and current records of customer health, sentiment, and engagement. • Partner with Hiring Success Managers to ensure committed hires are activated efficiently. • Identify and remove operational blockers to speed up time-to-revenue. • Identify strategic expansion opportunities across products and countries. • Educate customers on new platform capabilities and services. • Act as a trusted advisor on global employment practices.

• Lead and develop Customer Success Managers • Manage, coach, and develop a team of Customer Success Managers across enterprise segments • Ensure strong execution of customer engagement across onboarding, adoption, value realization, and renewals • Establish consistent standards for success planning, customer health, and value delivery • Own customer health, adoption, and retention outcomes across the assigned portfolio • Ensure CSMs create clear, measurable success plans aligned to customer KPIs and Sprinklr capabilities • Act as an escalation point and sponsor for key and at-risk customers • Coach CSMs to act as trusted advisors rather than reactive support resources • Partner with Sales, Services, Product, and Support to deliver a cohesive customer experience • Monitor customer health, renewal risk, and expansion signals across the team’s accounts