Role Description Drive the AI Post-Adoption & Expansion Engine as the Founding Customer Success & Commercial Expansion Lead for a premier AI-powered grading and feedback platform for US K-12 educators. - Maximise platform utilisation among teachers. - Protect baseline revenue and hunt for expansion, upsell, and cross-sell opportunities within US school accounts. Focus areas include: - Commercial Expansion & Upsell Hunting (50%) - Monetise grassroots love by tracking clusters of individual teacher usage and pitching to school principals and district leaders. - Own the Net Revenue Retention (NRR) Quota by managing commercial renewal timelines and retaining 100% of account value. - Execute strategic cross-sells within existing school networks. - High-Impact Customer Success & Training (50%) - Drive platform obsession through high-energy virtual training sessions for new school cohorts. - Prevent churn by analysing software utilisation data and deploying intervention strategies. - Act as the primary point of contact for technical troubleshooting and create self-service documentation. Qualifications - 2–6+ years of professional experience in a K-12 software company, ideally in high-volume customer success or account management. - Experience as a closer with a revenue expansion quota. - Familiarity with Generative AI tools and their applications in education. - Flawless English communication skills. Requirements - Sales hunter mentality with a passion for negotiation and customer interaction. - Ability to work independently in a scrappy startup environment. - Experience in building playbooks and handling software demos. Benefits - Real-world impact by helping millions of students receive better feedback. - Join a rapidly growing company with significant revenue growth. - Fully remote, high-trust, and autonomous work culture. - Opportunity to work closely with founders to shape customer experience. - Continuous learning opportunities in EdTech and Artificial Intelligence.

• 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 build out data pipelines to transform data in their organization • Establish and maintain relationships with stakeholders and senior management to drive success plans and KPIs at our largest customers • Drive adoption and expansion of existing use cases and advise/develop additional use cases with the customer • Keep your finger on the pulse of your customers and keep things flowing for them. This includes use case initiatives, troubleshooting efforts, Cribl certification progress, etc • Clear, effective communicator and collaborator working cross-functionally with the Cribl sales, marketing, product, experience, and engineering teams as the voice of the customer • Continually inspire, mentor, and coach team members as an integral piece of the Customer Experience organization • This position may require stand-by, on-call, or off-hours duties

• Accelerate Onboarding & Initial Application Adoption: Guide customers through first-use milestones by enabling key personas, resolving blockers, and ensuring consumption of initial apps deployed during onboarding. • Drive Ongoing Consumption: Monitor usage, identify underutilized apps / stalled users, and engage with customers to increase activation and business impact. • Customer Health Monitoring: Actively track product usage, satisfaction, and success milestones to surface risk early and coordinate mitigation plans. • Technical Advocacy & Solution Feedback: Act as the voice of the customer to DataRobot product and engineering teams, channeling technical requirements, gaps, and enhancement requests. • Accelerate Initial Group Learning Adoption: Facilitate onboarding workshops and training sessions for multiple user groups, enabling key personas to reach first-use milestones and overcome common blockers. • Technical Enablement & Training: Deliver targeted, scalable enablement sessions and create reusable knowledge-sharing materials designed for diverse audiences across accounts. • Use Case Value Realization: Collaborate with Engagement Directors to ensure learning initiatives align with business goals and capture feedback and outcomes for executive reviews.

• Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges. • Serve as the go-to expert for SASE products, guiding customers through sophisticated integrations and customizations. • Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions. • Lead efforts to drive product adoption, conducting in-depth training sessions, and workshops tailored to customer needs. • Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement. • Ensure customers achieve operational excellence by fully adopting and optimizing new features. • Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives. • Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies. • Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution.