• Define and execute the global Customer Success strategy aligned with corporate growth and retention objectives. • Partner cross-functionally with Sales, Product, Engineering, and Operations to ensure customer feedback drives roadmap and quality improvements. • Establish a scalable Customer Success operating model that supports enterprise, mid-market, and SMB customers. • Lead Customer Success Managers to proactively manage relationships, adoption, and Net Revenue Retention (NRR). • Develop frameworks for onboarding, adoption, health scoring, renewal, and expansion. • Champion customer advocacy programs, referenceability, and voice-of-the-customer initiatives. • Oversee TAMs providing proactive technical guidance, performance optimization, and architecture support. • Drive service-level excellence across compute, storage, networking, and GPU-based infrastructure environments. • Ensure tight alignment between TAMs, engineering, and support to accelerate resolution of complex issues. • Lead the end-to-end delivery of infrastructure in alignment with customer contracts, SLAs, and statements of work (SOWs). • Ensure all service commitments — including performance, uptime, response, and delivery milestones — are consistently met or exceeded. • Partner closely with data center operations, engineering, and program management to ensure operational readiness and accountability for each customer engagement. • Establish governance frameworks for contract compliance, change management, and escalation to ensure transparency and customer trust. • Drive a culture of proactive delivery excellence, balancing efficiency, scalability, and adherence to contractual obligations. • Define key metrics: NRR, logo retention, customer health, time-to-value, and SLA adherence. • Build scalable systems and automation for renewals forecasting, success planning, and engagement tracking. • Mentor directors and senior managers, fostering a performance-driven, customer-centric culture.