VP of Strategic Customer Engagement & Operations

Striim, Inc.

5d • $280,000 - $300,000

About The Position

Striim is seeking a highly strategic and execution-oriented Vice President of Account Management & Strategic Engagement to lead and evolve its post-sales customer organization. This executive leadership role will oversee two critical functions: the Technical Account Management (TAM) organization, responsible for long-term customer engagement, retention, expansion, adoption, and upsell, and a newly established “Tiger Team” focused on mission-critical customer escalations and operational stabilization. The Tiger Team will act as a specialized escalation and stabilization function for situations requiring deep cross-functional technical coordination, architectural intervention, accelerated problem resolution, production recovery, or strategic deployment support. The TAM organization will focus on customer continuity, relationship management, adoption planning, retention, expansion alignment, and ongoing customer health. This role demands a blend of executive leadership, customer strategy, operational escalation management, enterprise technical depth, commercial acumen, cross-functional execution, and hands-on problem-solving. The ideal candidate understands the link between customer experience, revenue growth, and loyalty, and can operate strategically while engaging directly with customers and internal teams. Success requires a leader who thrives in fast-moving environments, possesses a strong sense of ownership and urgency, and leads with credibility, adaptability, and sound judgment. Collaboration, emotional intelligence, and the ability to navigate complex organizational dynamics are crucial. Strong technical credibility across enterprise software deployments, cloud infrastructure, distributed systems, real-time data architectures, production operations, and complex customer escalation environments is essential for engaging with enterprise architects, engineering leadership, support organizations, and executive customer stakeholders during high-pressure situations. The company seeks a leader who elevates teams, operates with humility and accountability, and is energized by building, solving problems, and driving measurable impact in a high-growth environment. This leader will collaborate cross-functionally with Sales, Product, Engineering, Field Engineering, Alliances, Support, and Executive Leadership, with experience in partner-led GTM ecosystems being highly valuable.

Requirements

• 12+ years of progressive leadership experience within 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 related customer-facing technical organizations.
• Demonstrated track record of driving enterprise customer retention, expansion, adoption, and upsell growth.
• Strong experience within 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 across complex and/or regulated environments.
• Experience leading complex enterprise escalations, operational recovery initiatives, strategic 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.
• Demonstrated ability to coordinate cross-functional execution across Engineering, Product, Support, Architecture, and GTM organizations during high-pressure customer situations.
• Ability to engage credibly in technical discussions involving enterprise architecture, scalability, platform stability, cloud operations, database technologies, and production deployment challenges.
• Ability to operate strategically and tactically in a high-growth startup environment.
• Experience building, scaling, or transforming customer-facing technical teams.
• Demonstrated ability to lead effectively in high-growth, fast-paced, and evolving environments with competing priorities and multiple stakeholder perspectives.
• Strong emotional intelligence, executive presence, and interpersonal judgment with the ability to influence, collaborate, and build credibility across all levels of an organization.
• Proven ability to balance urgency, accountability, and operational rigor with a highly collaborative and team-oriented leadership style.
• Hands-on, proactive leadership approach with a willingness to engage directly in solving customer and operational challenges when needed.
• Ability to navigate complex organizational dynamics with professionalism, adaptability, and a solutions-oriented mindset.
• Strong executive presence with exceptional written and verbal communication skills.
• Ability to communicate effectively with both technical and non-technical audiences, including executive stakeholders.
• 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 teams.
• Comfortable operating in environments with lean internal infrastructure and non-traditional marketing support models.
• Strong technical depth with the ability to engage credibly in enterprise architecture discussions, production escalation management, operational risk analysis, cloud infrastructure strategy, and complex deployment troubleshooting.
• Experience working within fast-paced, less structured startup cultures with high visibility and accountability.
• Willingness and enthusiasm for extensive travel, including international travel.

Nice To Haves

• Experience with real-time data streaming technologies, CDC frameworks, cloud-native data architectures, observability platforms, or AI-driven enterprise solutions.
• Experience working within highly cross-functional escalation environments involving Product Engineering, Support Engineering, Professional Services, and enterprise customer operations teams.
• Experience supporting partner-led or alliance-driven GTM motions.
• Background in enterprise platform adoption within Fortune 1000 or highly regulated industries.
• Prior experience building or leading strategic escalation, customer advocacy, or executive engagement programs.
• Familiarity with consumption-based growth models, enterprise platform expansion strategies, and complex multi-stakeholder sales cycles.
• Experience supporting beta programs, customer advisory initiatives, or product feedback programs.

Responsibilities

• Lead, scale, and optimize the Technical Account Management organization focused on customer retention, adoption, expansion, renewal, and upsell across enterprise accounts
• Build and lead the company’s new Tiger Team organization, including engagement criteria, escalation workflows, operational processes, cross-functional execution models, staffing strategy, and customer stabilization frameworks
• Develop executive-level engagement and escalation strategies that improve customer outcomes, operational execution, and strategic account stability.
• Lead coordinated execution during high-priority customer escalations, production recovery efforts, strategic deployment risks, and cross-functional operational incidents.
• Establish clear operational boundaries, engagement models, and collaboration protocols between TAM, Support, Product Engineering, Field Engineering, and Tiger Team functions.
• Partner closely with Sales leadership to identify expansion opportunities, support strategic account planning, and contribute to revenue growth initiatives
• Collaborate with Product, Engineering, and Solutions teams to ensure customer feedback, adoption challenges, and product enhancement opportunities are effectively communicated and prioritized
• Support beta programs, strategic product rollouts, and customer enablement initiatives for key accounts when appropriate
• Establish scalable customer engagement frameworks, success metrics, operational KPIs, and executive reporting structures
• Drive accountability across customer health metrics, retention performance, expansion targets, adoption benchmarks, and customer satisfaction outcomes
• Build trusted relationships with executive stakeholders, technical leaders, and business decision-makers across enterprise customer environments
• Foster a high-accountability, highly collaborative team culture centered around customer outcomes, operational excellence, and cross-functional partnership
• Lead with a balanced approach of strategic thinking and hands-on execution, helping teams navigate ambiguity, shifting priorities, and complex enterprise customer environments
• Build trust and alignment across multiple internal stakeholders and executive teams while maintaining strong momentum and focus on execution
• Operate effectively within a fast-paced, high-growth startup environment with evolving priorities and limited traditional structure
• Serve as a visible executive leader internally and externally, representing the company with customers, partners, and industry stakeholders
• Partner with Alliances and Partner organizations to support joint customer success initiatives and strategic ecosystem growth opportunities
• Travel extensively to customer sites, partner engagements, executive meetings, conferences, and internal leadership sessions

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)

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed