• Own Customer Outcomes • Build strong, advisory-level relationships with senior stakeholders across product, support, sales, and engineering. • Understand customer objectives, operating constraints, and success metrics, and translate them into a clear adoption strategy. • Track value realization across metrics such as CSAT improvements, ticket-deflection rates, rep productivity, and time-to-response. • Guide Successful Implementations • Partner with Forward Deployed Engineering and Product teams to align technical execution with business goals. • Manage onboarding timelines, deliverables, and cross-functional coordination to keep deployments on track and predictable. • Anticipate issues early, remove friction, and ensure customers experience a smooth path from rollout to steady-state use. • Lead Communication and Engagement • Facilitate meetings and executive reviews with clarity, confidence, and a command of both business and technical dimensions. • Listen closely and read between the lines to uncover root challenges, unspoken concerns, or evolving priorities. • Communicate platform capabilities and roadmap developments in a way that resonates with both technical leaders and operational teams. • Champion the Customer Internally • Surface patterns, requirements, and feature gaps with crisp articulation to Product and Engineering. • Help shape scalable playbooks, best practices, and feedback loops that raise the bar for our customer programs. • Partner with Sales on expansions, renewals, and executive alignment.