VP of Strategic Customer Engagement

Role Overview

• Lead, scale, and optimize the Technical Account Management organization focused on customer retention, adoption, expansion, renewal, and upsell across enterprise accounts
• Build and lead the company’s new Tiger Team organization, including engagement criteria, escalation workflows, operational processes, cross-functional execution models, staffing strategy, and customer stabilization frameworks
• Develop executive-level engagement and escalation strategies that improve customer outcomes, operational execution, and strategic account stability.
• Lead coordinated execution during high-priority customer escalations, production recovery efforts, strategic deployment risks, and cross-functional operational incidents.
• Establish clear operational boundaries, engagement models, and collaboration protocols between TAM, Support, Product Engineering, Field Engineering, and Tiger Team functions.
• Partner closely with Sales leadership to identify expansion opportunities, support strategic account planning, and contribute to revenue growth initiatives
• Collaborate with Product, Engineering, and Solutions teams to ensure customer feedback, adoption challenges, and product enhancement opportunities are effectively communicated and prioritized
• Support beta programs, strategic product rollouts, and customer enablement initiatives for key accounts when appropriate
• Establish scalable customer engagement frameworks, success metrics, operational KPIs, and executive reporting structures
• Drive accountability across customer health metrics, retention performance, expansion targets, adoption benchmarks, and customer satisfaction outcomes
• Build trusted relationships with executive stakeholders, technical leaders, and business decision-makers across enterprise customer environments
• Foster a high-accountability, highly collaborative team culture centered around customer outcomes, operational excellence, and cross-functional partnership
• Lead with a balanced approach of strategic thinking and hands-on execution, helping teams navigate ambiguity, shifting priorities, and complex enterprise customer environments
• Build trust and alignment across multiple internal stakeholders and executive teams while maintaining strong momentum and focus on execution
• Operate effectively within a fast-paced, high-growth startup environment with evolving priorities and limited traditional structure
• Serve as a visible executive leader internally and externally, representing the company with customers, partners, and industry stakeholders
• Partner with Alliances and Partner organizations to support joint customer success initiatives and strategic ecosystem growth opportunities
• Travel extensively to customer sites, partner engagements, executive meetings, conferences, and internal leadership sessions

Requirements

• 12+ years of progressive leadership experience within enterprise software, cloud, data infrastructure, SaaS, or data modernization environments.
• Proven success leading Customer Success, Technical Account Management, Strategic Services, Solutions Architecture, Professional Services, or related customer-facing technical organizations.
• Demonstrated track record of driving enterprise customer retention, expansion, adoption, and upsell growth.
• Strong experience within data modernization ecosystems, including cloud adoption and migration, real-time data streaming, analytics, observability, AI enablement, or related enterprise data technologies.
• Experience working with highly technical enterprise customers across complex and/or regulated environments.
• Experience leading complex enterprise escalations, operational recovery initiatives, strategic customer stabilization efforts, or cross-functional technical intervention programs.
• Strong understanding of enterprise deployment models, distributed systems, cloud infrastructure, real-time data architectures, operational support models, and production incident management.
• Demonstrated ability to coordinate cross-functional execution across Engineering, Product, Support, Architecture, and GTM organizations during high-pressure customer situations.
• Ability to engage credibly in technical discussions involving enterprise architecture, scalability, platform stability, cloud operations, database technologies, and production deployment challenges.
• Ability to operate strategically and tactically in a high-growth startup environment.
• Experience building, scaling, or transforming customer-facing technical teams.
• Demonstrated ability to lead effectively in high-growth, fast-paced, and evolving environments with competing priorities and multiple stakeholder perspectives.
• Strong emotional intelligence, executive presence, and interpersonal judgment with the ability to influence, collaborate, and build credibility across all levels of an organization.
• Proven ability to balance urgency, accountability, and operational rigor with a highly collaborative and team-oriented leadership style.
• Hands-on, proactive leadership approach with a willingness to engage directly in solving customer and operational challenges when needed.
• Ability to navigate complex organizational dynamics with professionalism, adaptability, and a solutions-oriented mindset.
• Strong executive presence with exceptional written and verbal communication skills.
• Ability to communicate effectively with both technical and non-technical audiences, including executive stakeholders.
• Commercial mindset with comfort operating against revenue-oriented metrics and customer growth objectives.
• Strong cross-functional leadership skills with experience partnering across Sales, Product, Engineering, Alliances, and Executive Leadership teams.
• Comfortable operating in environments with lean internal infrastructure and non-traditional marketing support models.
• Strong technical depth with the ability to engage credibly in enterprise architecture discussions, production escalation management, operational risk analysis, cloud infrastructure strategy, and complex deployment troubleshooting.
• Experience working within fast-paced, less structured startup cultures with high visibility and accountability.
• Willingness and enthusiasm for extensive travel, including international travel.

Tech Stack

• Cloud
• Distributed Systems

Benefits

• Competitive salary and pre-IPO stock options
• Comprehensive health care plans (medical, dental, vision), including medical and dependent FSA
• Retirement plan (401K)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Opportunity to contribute to and shape a collaborative, high-growth company culture