• Own and manage post-sales customer relationships, driving platform adoption, customer satisfaction, and on-time renewals. • Build strong relationships across all customer levels, from end users to IT leaders and senior executives. • Establish trusted advisor status by understanding customer business goals and strategically positioning solutions to meet their needs. • Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions. • Monitor health scores and proactively take action to maintain or improve account health. • Partner with customers to define critical goals and KPIs, and review progress at regular intervals. • Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption. • Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed. • Create enthusiasm and momentum with clients to support expansion and long-term engagement. • Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges.

Role Description The Vice President, Account Delivery and Customer Success is responsible for the overall health, performance, retention, and growth of Thunder’s strategic customer portfolio. This leader oversees Thunder’s Account Delivery Management function, including Account Delivery Owners and Engagement Managers, ensuring strong delivery governance, executive customer alignment, proactive risk management, and long term customer success. This role serves as a key executive partner across Sales, Global Delivery, Architecture, and Finance to ensure customer engagements deliver measurable business value while maintaining strong commercial and operational performance. The VP, Account Delivery and Customer Success acts as the executive escalation leader for strategic accounts and is responsible for building scalable customer governance processes that strengthen customer relationships, renewals, and account growth. Responsibilities - Customer Portfolio Governance & Health - Own the health, retention, and growth of Thunder’s strategic customer portfolio - Lead and scale the Account Delivery Management organization - Establish governance processes for customer health, executive alignment, escalations, and account planning - Drive customer satisfaction, adoption, and long term value realization - Executive Relationship Management - Build and maintain executive-level relationships with customers and strategic partners - Serve as an executive escalation leader for high visibility customer situations - Lead strategic customer discussions focused on roadmap alignment, business priorities, and delivery outcomes - Delivery Governance & Risk Management - Partner with Delivery Leadership and Sales teams to ensure successful customer outcomes - Proactively identify and mitigate delivery, commercial, and relationship risks across customer portfolios - Lead recovery planning and executive communications for escalated accounts and projects - Growth & Renewals - Partner with Sales and Practice Leadership to support renewals, expansion opportunities, and strategic account growth - Ensure account teams maintain strong executive alignment and customer engagement throughout the customer lifecycle - Support account planning and long term customer roadmap discussions - Organizational Leadership - Mentor and develop Account Delivery Owners and Engagement Managers - Drive operational maturity, consistency, and accountability across the Account Delivery organization - Partner with executive leadership on organizational design, scaling strategy, and customer engagement models Qualifications - 12+ years of experience in enterprise consulting, systems integration, customer success, or delivery leadership - Proven experience managing strategic customer relationships and complex enterprise portfolios within the Salesforce ecosystem - Experience leading customer-facing delivery, engagement management, or account governance organizations - Strong background in escalation management, executive communication, and cross-functional leadership - Proven ability to build deep, trusting relationships with senior stakeholders and maintain a strong executive presence under pressure - Exceptional leadership skills with a demonstrated ability to influence and collaborate effectively across Sales, Delivery, Architecture, and Finance teams - Strong business acumen, with the ability to balance operational efficiency with commercial strategy and growth - Active Salesforce certifications and willingness to achieve additional certifications on emerging technologies (preferred) Benefits - Comprehensive Benefits with Sequoia - Medical, Dental, Vision, and Employer-Paid Life/Disability Insurance to keep you and your loved ones covered. - Ownership & Impact - Stock options in a fast-moving, high-growth company. Every employee plays a part in what we’re building. - Level Up Your Career - Real opportunities to grow your Salesforce and Amazon expertise through mentorship, certifications, and hands-on experience with cutting-edge technology. - Work from anywhere (well, almost 😉) - Enjoy the freedom of remote work, flexible PTO (with a 2-week minimum!), and generous leave policies - because the best work happens where you’re happiest. - People-First Flexibility - We’re always listening, evolving, and adapting. Your feedback helps shape our policies, ensuring you can thrive - professionally and personally. Company Description Applicants must be currently authorized to work in the United States on a full-time basis.

• Own customer lifecycle from onboarding through expansion • Identify, shape, and close expansion opportunities in partnership with Sales • Proactively mitigate churn risk through data-driven engagement strategies • Maintain accurate forecasting for growth opportunities • Partner with customers to define clear, measurable success metrics aligned to their business goals • Develop and execute customer success plans tied to revenue growth or operational efficiency and aligned to the defined customer segmentation and engagement strategy • Drive product adoption as the foundation for value realization • Support new product, feature, and platform launches by driving customer awareness, readiness, and adoption within assigned accounts • Track and communicate progress against outcomes through QBRs and ongoing engagement • Leverage customer health, usage data, and engagement signals to identify risks and opportunities, prioritize actions and outreach, and inform account strategy • Monitor and act on customer health scoring and lifecycle milestones • Act as the internal orchestrator across Sales, Product, Engineering, Professional Services, and Support, including partnering with the assigned AE within a pod structure to align on account strategy and execution • Provide voice of the customer insights to influence product roadmap and GTM strategy • Partner cross-functionally to improve onboarding, adoption, and customer experience • Engage and influence senior stakeholders on business outcomes and strategy • Lead QBRs focused on value realization and commercial outcomes (not just activity reporting) • Navigate complex conversations, including billing and invoicing disputes, arrears, price increases, risk mitigation, and customer escalations requiring cross-functional coordination • Maintain accurate system documentation and effective pipeline visibility and management • Create, track, and report on customer-facing projects and initiatives across assigned accounts, ensuring scope, milestones, owners, and timelines are clearly documented and communicated in partnership with Professional Services • Monitor open support cases for assigned accounts, partnering with Support to drive resolution, surface trends, and keep customers informed • Synthesize project status and support activity into customer-ready reporting for QBRs, account reviews, and internal account health discussions • Follow and improve standardized processes (including execution against tier-based engagement models, customer onboarding and offboarding, QBRs, and reset plans for at-risk accounts) • Contribute to scalable CS practices, playbooks, and tooling improvements • Represent Bridgeway in customer-facing forums and community engagements (e.g., user groups, advisory boards, UGC conference) to deepen relationships and capture structured feedback • Maintain CRM hygiene and forecasting accuracy in HubSpot, expansion, terminations and customer health data are current and actionable • Use generative AI tools such as Claude, Copilot, or ChatGPT to improve productivity and deliver high-quality outcomes.

• Lead live product demos and facilitate trainings for clients during implementation and post-launch, ensuring stakeholders understand how to effectively use the platform. • Translate product workflows and functionality into clear, engaging training sessions and documentation tailored to different client audiences. • Create, maintain, and continuously improve documentation, including user guides, training decks, FAQs, and knowledge base content. • Configure client-specific portals within Judi and support user acceptance testing (UAT) to ensure successful implementation and launch. • Submit and track product enhancement and development requests, partnering closely with Product to communicate client needs, validate use cases, and support prioritization. • Coordinate and track large-scale client migrations, including maintaining migration plans, status tracking, dependencies, timelines, and stakeholder communication. • Serve as a primary point of contact for clients to triage questions, issues, and feedback, and provide 1/1 client go-live support. • Partner closely with Product teams to stay current on roadmap priorities, feature changes, and workflows, and collaborate with the Implementation and Account Management teams to align on operational impacts and client needs. • Act as a trusted Judi Care product expert in client meetings and cross-functional workstreams. • Contribute to scalable implementation efforts by helping standardize training approaches, materials, and client-facing processes. • Provide input into release readiness by assisting with testing, drafting release notes, and anticipating client training needs. • Enable internal teams (Sales, Customer Success, Support) with Judi Care product knowledge and training resources as needed.