VP, Customer Engineering & Success

📋 Description

• Set the vision, strategy, and operating model for a global organization spanning Field Engineering
• Own retention and expansion outcomes, including gross and net revenue retention, churn reduction
• Build a coverage model that matches customer segment to engagement type (high-touch, pooled, and
• Lead, develop, and retain a high-performing team of senior leaders and individual contributors
• Establish the metrics, health scoring, forecasting, and operating rhythms that give the business
• Serve as the executive voice of the customer, working closely with Product, Engineering, Sales, and

🎯 Requirements

• 15+ years of experience in customer success, solutions or field engineering, technical support, or
• 10+ years leading leaders, including multi-function organizations that combine both pre-sales and
• Proven track record owning and improving gross and net revenue retention, churn, and expansion
• Experience building and scaling global teams across multiple regions and time zones, including
• Hands-on experience designing segmented customer engagement models (high-touch, pooled, and
• Strong technical foundation in software development, DevOps practices, CI/CD, and cloud

🎁 Benefits

• Experience in DevOps, CI/CD, developer tools, or platform engineering companies
• Background leading organizations through a merger of functions (for example, combining pre-sales
• Experience with consumption- or usage-based pricing models and the adoption and expansion motions
• Experience building or scaling a professional services or paid technical advisory offering
• Experience using AI and automation to scale customer engagement, support deflection, or health
• Customer success leadership in a high-growth or post-restructure environment where you built new