Head of Strategic Customer Engagement

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and expand Striim's Technical Account Management division, focusing on customer retention, platform adoption, executive engagement, and long-term success for customers.

• Oversee Striim's Tiger Program, ensuring effective governance, swift execution, and ongoing operational enhancements during critical customer engagements.

• Act as the executive sponsor for Striim's enterprise clients, cultivating trusted relationships with CIOs, CTOs, architects, and senior business stakeholders.

• Guide the company's approach to complex customer escalations by coordinating across Product Engineering, Product Management, Support, Technical Account Management, Sales Engineering, and Executive Leadership.

• Serve as a senior technical advisor, confidently discussing enterprise architecture, cloud modernization, real-time data streaming, distributed systems, AI readiness, and operational resiliency.

• Collaborate closely with Product and Engineering to prioritize initiatives impacting customers, influence product trajectory, and expedite the resolution of strategic challenges.

• Create scalable frameworks for customer engagement, operational playbooks, governance models, KPIs, and executive dashboards that enhance consistency and accountability.

• Propel customer adoption, retention, renewals, and expansion by ensuring clients achieve measurable business value from the Striim platform.

• Promote strong cross-functional teamwork across Engineering, Product, Support, Sales, Alliances, and Technical Account Management while converting customer feedback into product and operational enhancements.

• Advocate for the responsible use of AI technologies to boost customer engagement, operational efficiency, knowledge management, and organizational effectiveness.

• Represent Striim with enterprise clients, strategic partners, and at industry events as a trusted executive and technical authority.

• Travel frequently to customer locations, partner engagements, executive meetings, conferences, and internal leadership sessions.

⛳️ Requirements

• 12+ years of progressive leadership experience in enterprise software, SaaS, cloud infrastructure, data modernization, real-time data platforms, AI infrastructure, or similar enterprise technology sectors.

• A history of leading Technical Account Management, Customer Success, Professional Services, Strategic Services, Solutions Architecture, Customer Advocacy, or analogous customer-facing technical teams.

• Strong technical knowledge in enterprise data platforms, cloud-native architectures, streaming technologies, Change Data Capture (CDC), distributed systems, AI enablement, or modern data infrastructure.

• Proven ability to engage independently with enterprise architects, principal engineers, Product Engineering, Product Management, and executive technical stakeholders.

• Experience working closely with Product Engineering and Product Management to prioritize initiatives affecting customers, influence product direction, and expedite strategic issue resolution.

• In-depth understanding of enterprise deployment models, cloud infrastructure, distributed systems, production operations, resiliency, and enterprise software delivery.

• Experience leading executive customer engagements that involve complex technical environments and high-visibility customer situations.

• Demonstrated ability to build, scale, and transform customer-facing organizations while establishing repeatable operational frameworks, governance models, and customer engagement processes.

• Proven experience integrating Generative AI tools into leadership, operational planning, customer engagement, and organizational productivity.

• Strong executive presence with outstanding written, verbal, and presentation skills.

• Commercial mindset with experience in supporting customer retention, renewals, expansion, and long-term account growth.

• Hands-on leadership style with the capability to personally tackle complex customer and technical challenges.

• Experience thriving in fast-paced, high-growth startup or scale-up environments.

• Willingness to travel domestically and internationally as business needs dictate.

🏝️ Benefits

• Competitive salary and pre-IPO stock options.

• Comprehensive health care plans (medical, dental, vision), including medical and dependent FSA.

• Retirement plan (401K).

• Paid Time Off (Vacation, Sick & Public Holidays).

• Opportunity to contribute to and shape a collaborative, high-growth company culture.