Senior Vice President — Customer Success, Account Management & Delivery

15+ years in customer-facing, revenue-owning roles. 8+ years leading global teams. Proven track record hitting NRR/GRR and net-new ARR targets. Strong renewal/expansion negotiation acumen. Delivery leadership experience owning PMO/engagement governance, utilization/margins, and complex program execution. Expertise across Cloud (AWS/Azure/GCP/OCI), Data & Analytics, and AI/ML services. Ability to tie technical value to commercial outcomes. Operational rigor in RevOps/CS Ops, forecasting, coverage models, quota planning, and executive reporting. Executive presence with C-suite stakeholders. Excellent communication and customer advocacy skills. Bachelor’s degree required. MBA or technical graduate degree is a plus.

Own NRR, GRR, churn, upsell/cross-sell, and net-new ARR targets. Build the Land→Adopt→Expand playbook. Co-own expansion and new-logo pipeline with the CRO. Standardize executive Success Plans and run EBR/QBR cadences. Define health scoring and automate alerts. Publish ROI/value scorecards. Own delivery governance (PMO) including SOW hygiene, change control, risk/issue management. Ensure on-time/on-budget delivery, target margins, and quality gates. Manage capacity & staffing, including onshore/offshore resourcing. Implement delivery excellence framework. Ensure commercial control including revenue recognition and DSO/collections. Define operating model with follow-the-sun coverage. Stand up CS-led opportunity identification for new logo acquisition. Package win plays and enable sales teams. Leverage partnerships for introductions and co-funded POVs. Convert customer signals into roadmap asks and service offers. Run Customer Advisory motions and scale advocacy. Instrument CRM/CS platforms with SLAs and hygiene rules. Define regional operating rhythms. Recruit, mentor, and scale high-performing leaders. Foster a customer-first, revenue-aware culture.