• Analyze customer health and adoption data across an entire book of business to identify trends, risks, and opportunities for scalable interventions. • Design, implement, and optimize repeatable adoption, enablement, and risk mitigation plays that can be delivered through one-to-many and automated approaches. • Develop and maintain scalable adoption playbooks aligned to customer segments or verticals, ensuring consistency and impact across diverse customer populations. • Deliver enablement content and experiences (e.g., webinars, guides, workshops, campaigns) that support adoption at scale. • Monitor and guide customer journey activities through automation, with targeted direct intervention when necessary. • Partner with internal teams (Sales, Product, Support) to align programs, surface systemic insights, and influence improvement beyond individual customers. • Maintain awareness of platform enhancements, customer behavior patterns, and industry best practices to evolve adoption strategies over time. • Assess the downstream impact of adoption initiatives, considering not only immediate effectiveness but scalability, reusability, and long-term value across the customer base.

• Serve as the primary point of contact for a portfolio of federal customers throughout the customer lifecycle. • Coordinate customer engagements to ensure commitments, deliverables, and key objectives are completed on schedule, while maintaining accurate engagement records and status reporting. • Conduct regular business reviews, success planning sessions, and customer health assessments. • Coordinate customer communications during product updates, releases, and service-impacting events. • Develop a deep understanding of customer missions, priorities, and operational environments. • Partner with customers to ensure successful onboarding, deployment, adoption, and ongoing use of HiddenLayer solutions. • Monitor customer health and proactively mitigate risks that could impact customer success, satisfaction, or renewal. • Capture, prioritize, and communicate customer feedback to Product and Engineering teams. • Represent customer requirements and mission needs in internal discussions and product planning activities. • Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities.

• Serve as the primary post-sales point of contact for a portfolio of enterprise and strategic customers. • Build strong relationships with customer stakeholders including engineering leaders, architects, and executives. • Conduct regular business reviews and success planning sessions with customers. • Guide customers through onboarding, deployment, and adoption of Couchbase solutions. • Help customers align product capabilities with their technical and business objectives. • Monitor product usage and adoption trends to ensure customers achieve maximum value. • Partner with Sales and Renewals teams to support successful subscription renewals. • Identify opportunities for expansion such as additional workloads, environments, or product capabilities. • Develop account success plans to drive long-term customer growth. • Act as a customer advocate internally, representing customer needs and feedback to Product and Engineering teams. • Promote customer success stories, references, and case studies. • Support strategic customer engagements and executive briefings. • Monitor customer health indicators and proactively address adoption risks. • Manage escalations and coordinate internal teams to resolve technical or operational issues. • Develop recovery plans for at-risk accounts.

• Lead, manage, and develop the Customer Success team. • Coordinate the department's day-to-day operations, projects, and priorities. • Build and continuously improve customer service standards, workflows, and internal processes. • Handle escalations, complex customer cases, and claims management. • Drive customer retention and increase the number of returning customers. • Monitor and improve customer satisfaction metrics and customer feedback. • Analyze customer journey performance and identify opportunities for improvement. • Develop onboarding, training, and knowledge-sharing processes for Customer Success team members. • Set team goals, KPIs, and performance expectations. • Conduct performance reviews and support employee development. • Participate in hiring, onboarding, and offboarding processes within the department. • Collaborate closely with Sales, Product, Marketing, Operations, and Leadership teams. • Initiate and lead cross-functional projects aimed at improving customer experience and operational efficiency. • Analyze team performance, operational metrics, and customer feedback to drive data-informed decisions. • Ensure consistent delivery of high-quality service across all customer touchpoints.