Vice President

• Own the end-to-end customer lifecycle by designing and operationalizing a seamless journey from contract signature to onboarding to value delivery to renewal to expansion.
• Build and lead the Customer Organization by hiring, coaching, and retaining a high-caliber, diverse team across CSM, Support, Solutions, and Customer Education. Establish career paths, performance frameworks, and leadership rituals.
• Customer onboarding and activation by standardizing implementation playbooks, onboarding packages, and customer education programs that accelerate time to value and reduce the effort required for customers to succeed.
• Drive adoption and value realization by implementing systems and programs that ensure customers achieve measurable outcomes, increase usage, and adopt additional workflows, products, and features.
• Own customer health and revenue metrics by defining and outperforming targets across Time to First Value, NRR, gross retention, NPS and CSAT, product adoption, and expansion ARR.
• Voice of the customer to Product and Engineering by creating structured feedback loops using qualitative insights and telemetry. Influence roadmap priorities and guide beta programs to maximize customer value.
• Executive partnership with Sales by collaborating on seamless handoffs, land-and-expand motions, and forecastable renewal and expansion pipelines.
• Operational excellence and automation by using AirOps, AI agents, and workflow automation to eliminate manual steps, lower cost to serve, and deliver more predictable customer outcomes.
• Scale globally and efficiently by standing up the right mix of onshore, nearshore, and offshore talent. Evaluate and manage services partners to handle onboarding capacity spikes.
• Thought leadership and customer enablement by building best-in-class customer education, publishing customer success frameworks, leading executive business reviews, and hosting strategic workshops with enterprise accounts. Expect up to 20 percent travel.

VP, Customer

Vice President – North America Mergers & Acquisitions

VP, Securities Based Lending

Vice President – Emerging Technologies

AVP/VP, Technical Due Diligence Advisor – Infrastructure Transactions