• Own customer health across your portfolio by proactively managing risk and ensuring continued adoption. • Conduct QBRs with executives and key stakeholders to highlight ROI, share product roadmap updates, and align on strategic goals. • Analyze engagement metrics, usage patterns, and sentiment to assess customer health and develop success plans to mitigate churn risk. • Partner with customers to identify success metrics, implement best practices, and ensure measurable outcomes that tie back to business objectives. • Identify and qualify upsell or cross-sell opportunities based on customer needs and business impact, partnering with Account Executives as appropriate. • Collaborate cross-functionally with Product, Engineering, and Support to advocate for customer needs and influence the product roadmap. • Drive product education and utilization through training, enablement, and change management support.

• Manage and coach a team of CSMs, fostering a culture of high performance, collaboration, and continuous improvement. • Conduct regular one-on-ones, performance reviews, and career development planning. • Develop and deliver onboarding and ongoing training programs for the team. • Define and refine the Customer Success strategy, including customer segmentation, engagement models, and success metrics. • Analyze customer health data to identify risks and opportunities, and develop proactive intervention strategies. • Work closely with Sales, Product, and Support teams to ensure a seamless and positive customer experience. • Oversee customer renewals and expansion opportunities, working closely with the Sales team to achieve targets. • Manage and optimize the tools and processes used by the Customer Success team. • Track and report on key Customer Success metrics, including Gross Retention Rate, Net Retention Rate, and Customer Lifetime Value (CLTV). • Act as an escalation point for critical customer issues. • Participate in high-stakes customer meetings and executive business reviews. • Gather and synthesize customer feedback to inform product development and company strategy.

• Achieve high client retention and renewal rates, partnering with Sales to optimize net renewal rates. • Proactively identify risk mitigation strategies to reduce client churn and contraction. • Understand DeleteMe customer’s business needs and opportunities for growth with existing customers • Act as a product expert and evangelist for DeleteMe’s customers and customer evangelist with internal DeleteMe stakeholders (Voice of the Customer) • Work cross-functionally with a variety of departments on projects to enhance the product and customer experience • Develop and implement best practices for client engagements to deliver continuous value. • Lead Executive Business Reviews (EBRs) for high-value customers to demonstrate realized product value and strategic roadmap. • Help create a referenceable pipeline of customers to highlight and elevate the DeleteMe brand and overall brand awareness throughout the privacy industry • Create customer advocates within your book of business and help drive the new business pipeline with referral customers.

• Build, lead and mentor a team of CSMs, fostering a collaborative and high-performance culture. • Provide guidance and support for career development, performance management, and skill enhancement within the team. • Collaborate with the CSM and Professional Services leaders to develop and execute the overall strategy for Customer Success at Chainguard. • Drive the creation of customer engagement strategies to meet adoption, retention, and growth targets. • Develop processes in the lens of value and customer experience. Institute scale and automation in order to accomplish more with less over time. • Ensure a thorough grasp of adoption metrics across the customer base and collaborate with CSMs to devise actionable plans for mitigating churn risk and promoting account expansion. • Conduct account deep dives to drive adoption and account level objectives. • Stay informed about escalated accounts, take charge in resolving issues, offer leadership support to the team and customers as needed, and provide regular updates to senior leadership. • Work closely with customers to understand their unique requirements and challenges. • Build strong client relationships at the Executive level to understand their workflow, prioritize Chainguard engagements, drive customer satisfaction and position account growth. • Serve as the voice of the customer within the organization, providing insights and feedback to drive product improvements and innovations. • Collaborate with GTM, Product, and Engineering teams to drive adoption, customer retention, and growth. • Utilize insights from customer adoption data to develop precise renewal forecasts. Collaborate closely with the sales team to generate a weekly forecast aggregation, projecting at least six months into the future. • Implement and refine operational processes to enhance efficiency and effectiveness within the CSM team and engagement model. • Monitor industry trends and best practices to stay ahead of market demands.