• Develop and execute a unified strategy for Customer Success Operations, Enablement, and Services aligned with company goals for retention, adoption, and growth • Lead digital transformation initiatives across the customer lifecycle — leveraging AI, automation, and analytics to enhance both internal productivity and customer service delivery • Partner with the executive team to define CS OKRs and KPIs that link to enterprise outcomes • Develops and manages the CS Technology Roadmap, leading the selection, implementation, and integration of new technologies (e.g., RPA, predictive analytics, project management tools) • Oversee the strategy, delivery, and optimization of customer-facing enablement and fee-based service offerings — including Education and Training Services • Drive revenue growth and operational excellence across these functions through effective packaging, pricing, and digital delivery models • Champion digital enablement — introducing self-service learning platforms, AI-powered education, and predictive analytics for customer needs • Ensure all service offerings accelerate time-to-value, adoption, and measurable customer outcomes • Build and maintain the Customer Success technology roadmap (e.g., Salesforce, Gainsight, ChurnZero, analytics platforms) to ensure data integrity and automation • Establishes a robust framework for measuring and reporting CS performance, including key metrics like retention, churn rate, product adoption, CSM efficiency, and service revenue KPIs • Partner cross-functionally with Finance, Sales, Product, and IT to provide forecasting and planning insights that inform resource and coverage models • Lead process re-engineering and optimization efforts across CS workflows, from internal team enablement to customer onboarding/adoption journeys, to ensure maximum efficiency and scalability • Oversees the design and delivery of comprehensive internal enablement programs for the broader CS organization, including playbooks, training modules, and certification programs, with the objective to strengthen skills, readiness, and consistency across global teams • Build and maintain a centralized knowledge management system to ensure up-to-date, accessible, and scalable learning across all teams • Design, implement, and govern a streamlined Product Release Readiness process that ensures all Customer Success teams—including support, Implementation, training & services, and CSMs—are fully trained, equipped with updated knowledge assets, and certified on new products and services prior to launch • Foster a culture of learning, accountability, and customer-centric execution through continuous coaching and leadership development • Own P&L for Customer Enablement and Services functions, driving profitable growth through efficient resource utilization and scalable delivery models • Define and manage pricing and packaging strategies for professional services offerings, ensuring alignment with value delivered • Collaborate with Finance and CS leadership to forecast revenue, resource needs, and operational expenses across CS functions

• Lead the onboarding and adoption journey for assigned accounts, taking customers from initial deployment of the N9300 Smart Switches and Hypershield through to confident, expanding production use • Guide customers through the Hypershield on-premises controller deployment, orchestrating a process the customer's own team delivers across their virtualization environment and the on-premises control plane • Drive value realization by helping customers stand up real use cases: top-of-rack segmentation and enforcement, zone-based segmentation, and secure data-center interconnect • Build deep technical relationships with key customer collaborators across both NetOps and NetSecOps, and serve as their trusted advisor • Run workshops and enablement sessions on new and existing capabilities to deepen customer understanding and accelerate adoption • Identify and clear adoption blockers, collaborating with engineering and support teams to call out and resolve customer issues • Develop the reusable assets that scale customer success: workshops, training material, reference architectures, and product documentation that help customers deploy accurately and run reliably in production

• Keep clients happy and engaged • Monitor client messages and respond quickly • Conduct monthly check-ins focused on problem solving • Own the HubSpot ticketing pipeline • Manage onboarding for new agent clients • Maintain an at-risk scoring system • Collaborate with the sales team for upsell opportunities • Maintain a professional presence on LinkedIn and Facebook

• Own customer health, satisfaction, and net revenue retention targets • Drive adoption and value realization using product usage data, health scores, and predictive risk signals • Identify and mitigate churn risk through proactive, cross-functional action plans • Build strong relationships with executive sponsors and day-to-day users • Lead strategic customer reviews using clear, data-backed insights • Partner with Sales on renewals, expansions, and growth opportunities • Manage sales-to-delivery transitions and support new product rollouts • Track and escalate priority support issues while managing customer expectations • Maintain accurate customer data and success plans in CRM and Customer Success platforms • Improve CS processes through automation and AI-enabled workflows