Own post sales strategy and outcomes. Build and execute the strategy for onboarding, adoption, renewals, and expansion across the installed base, with clear accountability for GRR, NRR, and churn reduction. Lead and scale the team. Hire, develop, and manage a team of CSMs, Enterprise Architects, Technical Engagement Managers, Professional Services, and Educational Services. Build the org structure, coverage model, and career paths needed to scale with the business. Drive value realization. Ensure customers move from initial deployment to production usage quickly, and that value is measured and communicated back to the customer. Own the renewal and expansion motion. Partner closely with Sales/Account Management on renewal forecasting, risk mitigation, and identifying expansion opportunities (new use cases, new business units, consumption growth). Build scalable playbooks. Develop repeatable onboarding, adoption, health-scoring, and escalation processes that work across a diverse customer base — from fast-moving digital natives to large, complex enterprise accounts. Be the voice of the customer internally. Work cross-functionally with Product and Engineering to surface systemic issues, influence roadmap prioritization, and ensure customer feedback shapes the platform. Manage escalations. Act as an executive point of escalation for at-risk accounts, technical blockers, or strategic customer relationships. Report on health and performance. Own postsales metrics and reporting (adoption, health scores, GRR/NRR, churn, expansion pipeline) for leadership and the board. Own packaging and services strategy. Define professional services offerings and how postsales investment maps to customer segments (enterprise vs. mid-market, self-serve vs. high-touch), in partnership with Product and Sales leadership.