• Own end-to-end customer success for key platform customers (TMSs, marketplaces, large brokers) • Ensure customers can reliably ingest, interpret, and act on Catena data in production • Proactively identify risk, usage slowdowns, or data issues before they become churn • Drive renewals, expansions, and long-term account health • Act as the primary escalation point for complex customer issues (API behavior, data discrepancies, latency, coverage questions) • Debug issues using logs, SQL, API traces, and customer context • Work directly with engineering to triage incidents and close feedback loops • Help customers understand edge cases in telematics data and execution signals • Design and own Catena’s support model for large, always-on platforms • Define Tier 1 vs Tier 2 support workflows, SLAs, and escalation paths • Build after-hours, nights, and weekend coverage plans appropriate for platform customers • Evaluate and implement support tooling (e.g. Zendesk, Linear, Slack channels, paging) • Oversee technical onboarding for new platform customers • Ensure customers understand how to integrate, test, and monitor Catena data correctly • Partner with Product and FDEs to improve onboarding flows and documentation • Help customers operationalize Catena data into real workflows, not just connect APIs • Serve as the voice of the customer internally • Feed real-world usage, failures, and patterns back into Product and Engineering • Partner with GTM to support pilots, enterprise evaluations, and critical launches • Help define what “production-ready” means from a customer’s perspective