• 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

• Proactively manages a portfolio of enterprise accounts and be accountable for engagement and satisfaction through the customer journey from closed through to renewal. • Establishes relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns. • Develops and maintains strategic Success Plans that align to value milestones and customer-defined business outcomes. • Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption. • Monitors product usage to reinforce the value of the customer solution, identify areas to improve customer experience, and proactively address adoption challenges. • Conducts and facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth. • Delivers an outstanding customer experience and identify cross-sell and upsell of services and products. • Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment. • Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams to resolve issues and escalate feedback.