• Act as the trusted technical advisor for assigned accounts, understanding their business goals and how our solutions support them. • Provide proactive technical guidance and support throughout the customer lifecycle, from implementation to renewal. • Collaborate with Sales, Product, Engineering, and Support teams to deliver a seamless customer experience. • Own and manage technical escalations, ensuring timely resolution and customer satisfaction. • Conduct regular account reviews and roadmap sessions to communicate product updates, gather feedback, and ensure alignment. • Identify opportunities for upselling or expansion based on customer needs and usage patterns. • Monitor and report on account health, usage metrics, and support trends.

• 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