Head of Strategic Customer Engagement

Key Responsibilities

• Lead and scale Striim's Technical Account Management organization, driving customer retention, platform adoption, executive engagement, and long-term customer success.
• Provide executive oversight of Striim's Tiger Program, ensuring effective governance, rapid execution, and continuous operational improvement during mission-critical customer engagements.
• Serve as the executive sponsor for Striim's enterprise customers, building trusted relationships with CIOs, CTOs, architects, and senior business stakeholders.
• Lead the company's response to complex customer escalations by aligning Product Engineering, Product Management, Support, Technical Account Management, Sales Engineering, and Executive Leadership.
• Act as a senior technical advisor, engaging confidently on enterprise architecture, cloud modernization, real-time data streaming, distributed systems, AI readiness, and operational resiliency.
• Partner closely with Product and Engineering to prioritize customer-impacting initiatives, influence product direction, and accelerate resolution of strategic issues.
• Develop scalable customer engagement frameworks, operational playbooks, governance models, KPIs, and executive dashboards that improve consistency and accountability.
• Drive customer adoption, retention, renewals, and expansion by ensuring customers realize measurable business value from the Striim platform.
• Foster strong cross-functional collaboration across Engineering, Product, Support, Sales, Alliances, and Technical Account Management while transforming customer feedback into product and operational improvements.
• Champion responsible use of AI technologies to improve customer engagement, operational efficiency, knowledge management, and organizational effectiveness.
• Represent Striim with enterprise customers, strategic partners, and at industry events as a trusted executive and technical leader.
• Travel extensively to customer sites, partner engagements, executive meetings, conferences, and internal leadership sessions

Requirements

• 12+ years of progressive leadership experience within enterprise software, SaaS, cloud infrastructure, data modernization, real-time data platforms, AI infrastructure, or related enterprise technology markets.
• Proven success leading Technical Account Management, Customer Success, Professional Services, Strategic Services, Solutions Architecture, Customer Advocacy, or similar customer-facing technical organizations.
• Strong technical expertise in enterprise data platforms, cloud-native architectures, streaming technologies, Change Data Capture (CDC), distributed systems, AI enablement, or modern data infrastructure.
• Demonstrated ability to engage independently with enterprise architects, principal engineers, Product Engineering, Product Management, and executive technical stakeholders.
• Experience partnering closely with Product Engineering and Product Management to prioritize customer-impacting initiatives, influence product direction, and accelerate strategic issue resolution.
• Deep understanding of enterprise deployment models, cloud infrastructure, distributed systems, production operations, resiliency, and enterprise software delivery.
• Experience leading executive customer engagements involving complex technical environments and high-visibility customer situations.
• Proven experience building, scaling, and transforming customer-facing organizations while establishing repeatable operational frameworks, governance models, and customer engagement processes.
• Demonstrated experience incorporating Generative AI tools into leadership, operational planning, customer engagement, and organizational productivity.
• Strong executive presence with exceptional written, verbal, and presentation skills.
• Commercial mindset with experience supporting customer retention, renewals, expansion, and long-term account growth.
• Hands-on leadership style with the ability to personally engage in complex customer and technical challenges.
• Experience operating successfully within fast-paced, high-growth startup or scale-up environments.
• Willingness to travel domestically and internationally as business needs require.