What You'll Do
Take full ownership of key enterprise accounts, serving as the central point for delivery, outcomes, and relationship leadership. You’ll ensure every engagement meets its objectives, every risk is managed, and every customer interaction strengthens trust. When issues arise, you’re the one accountable—leading resolution across teams and communicating clearly with stakeholders.
Develop comprehensive account strategies, including delivery roadmaps, resource planning, risk mitigation, and growth initiatives. You’ll staff and lead delivery teams, overseeing technical execution without writing code—reviewing architectures, challenging scope, and ensuring readiness for go-live.
Track and drive post-deployment success: measure adoption, validate ROI, and monitor system performance through metrics like deflection rates, error trends, and user trust signals. Diagnose gaps, separate systemic issues from expectations, and lead improvement cycles with measurable results.
Present outcomes to executive stakeholders in business terms—efficiency gains, cost savings, risk reduction—using data to inform action plans. Lead quarterly reviews, align internal teams on shared goals, and manage high-stakes conversations when expectations aren’t met.
Drive revenue growth by identifying new opportunities rooted in proven value. Expand contracts based on delivered results, not promises. Partner with sales by providing credibility and evidence, and advise product teams by surfacing cross-customer insights that reveal platform needs.
Mentor delivery leads, set standards across engagements, and build reusable tools to scale best practices. Be the customer’s advocate internally and the company’s representative externally—translating real-world experience into roadmap feedback and strategic direction.
Requirements
- 15+ years of experience in enterprise technology delivery, consulting, or customer success leadership
- 5+ years managing enterprise accounts with full accountability for delivery, outcomes, relationships, and growth
- Proven ability to lead delivery teams—Engineering Leads, TPMs, consultants—assigned to your accounts
- Experience owning outcomes after go-live: measuring ROI, driving adoption, and restoring trust after incidents
- Track record of growing revenue through value-based expansion, not just retention
- Direct experience engaging VP- and C-level stakeholders across multiple concurrent accounts
- Delivery experience beyond proofs of concept—real production systems at scale
- Ability to assess technical architectures, identify risks, and ensure delivery discipline without hands-on coding
- Strong judgment in balancing expansion opportunities with customer stability
- Skilled at translating field observations into structured feedback for product and engineering
Work Mode
This role operates globally, with primary teams based in Silicon Valley and Bangalore. Collaboration spans across these locations with flexible coordination to support customer needs.
