• 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 • Establish and maintain relationships with stakeholders and senior management • Drive adoption and expansion of existing use cases • Keep your finger on the pulse of your customers • Clear, effective communicator and collaborator working cross-functionally • Continually inspire, mentor, and coach team members • This position may require stand-by, on-call, or off-hours duties

• Increase the lifetime value of the Customer through greater advocacy, serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success. • Elevate the customer experience by achieving higher product adoption, customer satisfaction, and overall health scores. • Ensure delivery on key operational metrics, including Customer Health, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and Net Retention Rate and churn. • Drive premier and programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value (TtV). • Work closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while addressing any issues putting renewals at risk. • Engage broadly across the Customer organization from users through to C-Level/Influencer as required. • Ensure customer feedback and required capabilities are clearly captured and conveyed internally to enable ongoing improvement of process, products, and services. • Support customers by addressing important issues and, if necessary, creating effective guidelines for their specific needs. • Ability to onboard Cohesity customers to achieve agreed-upon outcomes post-implementation. • Collaborate with our Critical Accounts Program (CAP) team to assist in restoring accounts with negative sentiment to a positive state. • Understand and report back on 'voice of customer' feedback collected from randomly selected Cohesity customers and address any issues and provide follow-up.

• Ensure that customer desired outcomes are achieved through proactive cadence driven outreach • Manage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfied • Act as the customer’s go-to iboss subject matter expert when they are planning changes or enabling new capabilities • Advise customers about new products and feature enhancements • Provide feedback to product management, engineering, and R&D teams • Working with our technical support teams, ensure that any identified complex technical support inquiries are solved in a timely and professional manner. • Document interactions comprehensively for auditing and record keeping purposes • Help customers measure success by baselining current vs future state • Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements • Create, provide, and present quotations to customers • Acquire purchase orders from customers • Create and submit knowledgebase entries to help improve customer self-service capabilities • Create and maintain internal knowledge systems to assist other internal team members • Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features. • Attend and present at trade shows and on-site training

Role Description Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. We are seeking an experienced Regional Technical Lead (RTL) to provide advanced technical leadership across the region, support service excellence, and help our teams stay ahead of evolving product capabilities and customer needs. In this role, you will serve as a trusted technical advisor, collaborate across service, sales, and partner functions, and help strengthen the long-term capability of our field organization through mentoring and talent development. Key Responsibilities - Provide strategic technical guidance to the regional service organization, including best practices, advanced troubleshooting support, and insight on emerging technologies and product upgrades. - Help ensure the team is prepared to service new and evolving products while maintaining high standards of customer support and operational excellence. - Act as a liaison between the Service team, PLCS, Sales, and customers to improve communication, alignment, and execution of technical initiatives. - Support regional and business objectives by promoting strong cross-functional collaboration and helping coordinate priorities across teams. - Mentor and guide team members to support professional growth, technical development, and leadership readiness. - Partner with regional management to identify training needs, development opportunities, and succession planning priorities. - Contribute to capability-building efforts that strengthen continuity and sustainability across the technical service organization. Qualifications - Deep technical service experience with a strong understanding of complex products, field support, and service delivery in a customer-facing environment. - Demonstrated ability to provide technical leadership, solve complex issues, and guide teams through product changes and upgrades. - Strong collaboration and communication skills, with the ability to work effectively across service, sales, partner teams, and customer stakeholders. - Experience mentoring others, developing talent, and supporting team capability growth. - Ability to balance strategic thinking with hands-on support and practical execution. - A commitment to continuous improvement, customer satisfaction, and operational excellence. Ideal candidates - Respected technical leaders who enjoy helping others grow. - Can influence across functions. - Motivated to strengthen service capability for the future. Benefits - Medical insurance - Dental insurance - Vision insurance - 401(k) retirement plan - Life insurance - Long-term and short-term disability insurance - Paid parking/public transportation - Paid time off - Paid sick and safe time