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VP of Strategic Customer Engagement

2 months ago
United States
Full-time
Executive
Customer Success
Customer and Technical Support
Apply Now
Striim

Striim

Striim is a cutting-edge platform for real-time data integration and streaming, empowering businesses to process trillions of events instantly and make informed decisions with operational intelligence.

IT Services
51-250
Founded 2012
$108M raised
View All Jobs 3

Description

  • Lead and scale the Technical Account Management organization across retention, adoption, expansion, renewal, and upsell for enterprise accounts.
  • Build and lead the new Tiger Team, including its escalation criteria, workflows, operating processes, staffing strategy, and customer stabilization frameworks.
  • Develop executive-level customer engagement and escalation strategies that improve customer outcomes and account stability.
  • Coordinate high-priority customer escalations, production recovery efforts, strategic deployment risks, and cross-functional operational incidents.
  • Set clear operating boundaries and collaboration protocols between TAM, Support, Product Engineering, Field Engineering, and Tiger Team functions.
  • Partner with Sales leadership to identify expansion opportunities, support strategic account planning, and contribute to revenue growth.
  • Work with Product, Engineering, and Solutions teams to route customer feedback, adoption challenges, and product enhancement opportunities.
  • Support beta programs, strategic product rollouts, and customer enablement initiatives for key accounts.
  • Establish customer engagement frameworks, success metrics, operational KPIs, and executive reporting structures.
  • Build trusted relationships with enterprise customer executives, technical leaders, and business decision-makers.
  • Foster a high-accountability, collaborative team culture centered on customer outcomes and operational excellence.
  • Represent the company externally with customers, partners, and industry stakeholders while traveling extensively as needed.

Requirements

  • 12+ years of progressive leadership experience in enterprise software, cloud, data infrastructure, SaaS, or data modernization environments.
  • Proven success leading Customer Success, Technical Account Management, Strategic Services, Solutions Architecture, Professional Services, or similar customer-facing technical organizations.
  • Demonstrated track record of driving enterprise customer retention, expansion, adoption, and upsell growth.
  • Strong experience in data modernization ecosystems, including cloud adoption and migration, real-time data streaming, analytics, observability, AI enablement, or related enterprise data technologies.
  • Experience working with highly technical enterprise customers in complex and/or regulated environments.
  • Experience leading complex enterprise escalations, operational recovery initiatives, customer stabilization efforts, or cross-functional technical intervention programs.
  • Strong understanding of enterprise deployment models, distributed systems, cloud infrastructure, real-time data architectures, operational support models, and production incident management.
  • Ability to coordinate cross-functional execution across Engineering, Product, Support, Architecture, and GTM teams during high-pressure customer situations.
  • Ability to engage credibly in enterprise architecture, scalability, platform stability, cloud operations, database technologies, and production deployment discussions.
  • Experience building, scaling, or transforming customer-facing technical teams.
  • Strong emotional intelligence, executive presence, and interpersonal judgment with the ability to influence across all levels of an organization.
  • Strong written and verbal communication skills with the ability to communicate to both technical and non-technical audiences.
  • Commercial mindset with comfort operating against revenue-oriented metrics and customer growth objectives.
  • Strong cross-functional leadership skills with experience partnering across Sales, Product, Engineering, Alliances, and Executive Leadership.
  • Comfort operating in fast-paced startup environments with lean infrastructure and evolving priorities.
  • Willingness and enthusiasm for extensive travel, including international travel.
  • Experience with real-time data streaming technologies, CDC frameworks, cloud-native data architectures, observability platforms, or AI-driven enterprise solutions (preferred).
  • Experience supporting partner-led or alliance-driven GTM motions (preferred).
  • Background in enterprise platform adoption within Fortune 1000 or highly regulated industries (preferred).
  • Prior experience building strategic escalation, customer advocacy, or executive engagement programs (preferred).
  • Familiarity with consumption-based growth models, enterprise platform expansion strategies, and complex multi-stakeholder sales cycles (preferred).
  • Experience supporting beta programs, customer advisory initiatives, or product feedback programs (preferred).

Benefits

  • Competitive salary with pre-IPO stock options.
  • Base compensation of $280,000–$300,000 USD annually.
  • Commission-based rewards in addition to base pay.
  • Comprehensive health care plans, including medical, dental, and vision coverage.
  • Medical and dependent FSA options.
  • 401(k) retirement plan.
  • Paid time off, including vacation, sick leave, and public holidays.
  • Opportunity to help shape a collaborative, high-growth company culture.

Interested in this position?

Apply directly on the company website

Apply Now

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