• Define and execute Customer Success strategy for Tier 1 and National accounts • Drive measurable customer business outcomes including subscriber growth, retention, ARPU expansion, CSAT, and operational efficiency • Accelerate adoption and operationalization of Calix One platform capabilities • Serve as a trusted strategic advisor to C-suite and executive customer stakeholders • Partner with sales leadership on strategic account planning, white space analysis, and expansion opportunities. • Lead quarterly business reviews with executive sponsors, demonstrating business value and ROI. • Partner with Sales to drive expansion, renewal strength, and long-term value realization • Translate customer business priorities into scalable Success plays and engagement models • Expand adoption of subscription and platform across strategic accounts • Build and scale segment-specific Success motions tailored to Tier 1 complexity and operating models. • Attract, develop, and retain high-performing global teams • Build future-ready talent through career pathing, skills development, and leadership coaching • Foster a culture of accountability, customer obsession, innovation, and measurable impact • Operate with agility and decisiveness, even in ambiguous or rapidly changing environments. • Build trust and credibility by consistently operating in alignment with Calix core values. • Cultivate trusted relationships with senior customer executives and aligning success delivery to their strategic KPIs. • Advocate for the voice of the customer at the Calix leadership level, influencing product, strategy, and operations • Shape go-to-market strategy for strategic accounts and national programs • Represent Calix at industry events, executive briefings, and thought leadership forums.

• Own adoption and success for a portfolio of Fieldguide advisory customers, with accountability for usage, outcomes, and long-term retention • Drive deep platform adoption across advisory teams by actively working inside the product to configure workflows, templates, and engagement structures • Translate advisory methodologies, service offerings, and best practices into scalable, repeatable Fieldguide workflows • Partner directly with advisory teams to improve engagement execution, delivery consistency, and client outcomes through better workflow design • Lead customer enablement, training, and change management to help teams move away from bespoke, manual, or legacy delivery models • Identify usage gaps, inefficiencies, and delivery risks, and proactively recommend improvements • Serve as a practitioner-advisor—comfortably challenging teams to adopt stronger, more scalable advisory practices • Collaborate cross-functionally with Product, Engineering, and Implementation to provide real-world advisory feedback and influence roadmap priorities • Support renewals and expansion by ensuring customers are realizing clear, provable value across advisory service lines • Contribute to scalable success initiatives, including playbooks, templates, enablement content, and best-practice frameworks • Own and exceed KPIs related to adoption, retention, customer outcomes, and platform usage

• Veeva Ecosystem Ownership (CRM & Network) • System Administration: Serve as the primary owner for Veeva CRM and Veeva Network. • Manage configuration, data stewardship, and the integration between these platforms. • MDM & Data Integrity: Oversee the Data Change Request (DCR) process within Veeva Network to ensure field teams have accurate customer data. • Serve as the primary liaison to the Enterprise Data team (Informatica MDM owners) to resolve data discrepancies and ensure seamless integration. • Territory & Roster Management: Manage the operational execution of territory alignments. • Responsible for bulk data loading of territory assignments (ATL), roster changes, and target lists directly into Veeva CRM. • Operational Health: Maintain system integrity through regular audits of user access, security profiles, and data segmentation. • Business Analysis & Solution Delivery Requirements Gathering: Partner with Sales Leadership, Marketing, and Medical to document business requirements for new field strategies. • Solution Design: Translate business needs into technical user stories and functional specifications. • Identify opportunities to reduce "clicks" and improve field efficiency. • Release Management: Prioritize and implement system enhancements. • Lead the end-to-end release cycle, including sandbox configuration, UAT coordination, and production deployment. • Launch Readiness: Lead the technical workstream for new product launches, ensuring call plans, targeting, and content are configured and validated prior to Day Field Enablement & User Support Adoption & Training. • Create and maintain training materials, job aids, and release notes to drive system adoption. • Tier 2/3 Support: Serve as the escalation point for complex technical issues that cannot be resolved by the help desk, troubleshooting data visibility or sync errors. • Digital Asset Management: Ensure the availability and proper functional deployment of digital assets (CLM, Approved Email) within the CRM.

• People manage a team of our Customer Success Managers to achieve KPIs around retention, adoption and customer satisfaction, among others • Hire, Recruit, and Train a strong team of Customer Success Managers • Develop future leaders in customer success and around ServiceTitan with demonstrated examples of career development programming resulting in very low voluntary attrition • Deliver the best customer experience and expand net revenue • Manage and resolve customer escalations from our highest value, highest touch customers • Build relationships with key internal stakeholders across various ServiceTitan departments and external customers at the C-suite level • Communicate strategy and vision to the team and build processes to deliver those outcomes • Be comfortable in a highly dynamic environment and work autonomously to achieve outcomes