VP of Strategic Customer Engagement

Striim, (pronounced “stream” with two i’s for integration and intelligence), is a unified data integration and streaming platform that connects clouds, data, and applications with unprecedented speed and simplicity to deliver the right data at the right time. Striim is used by enterprise companies to monitor events across any environment, build applications that drive digital transformation, and leverage true real-time analytics to provide a superior experience to their customers. At our company, we believe and expect all of our employees to operate as one with unlimited potential and dignity. We are seeking a highly strategic and execution-oriented Vice President of Strategic Customer Engagement to lead and evolve our post-sales customer organization while partnering closely with the broader Go-To-Market (GTM) leadership team.This newly created executive leadership role will oversee two critical functions:Our Technical Account Management (TAM) organization is responsible for long-term customer engagement, retention, expansion, adoption, and upsellA newly established “Tiger Team,” composed of highly technical customer-focused professionals with blended Product Engineering, Support Engineering, Architecture, and enterprise deployment expertise focused on mission-critical customer escalations and operational stabilization.The Tiger Team will operate as a specialized escalation and stabilization function engaged selectively for mission-critical customer situations requiring deep cross-functional technical coordination, architectural intervention, accelerated problem resolution, production recovery, or strategic deployment support. The organization will support strategic escalations, complex deployment initiatives, and selective customer-facing product validation efforts when aligned to critical customer outcomes.The TAM organization will maintain responsibility for long-term customer continuity, relationship management, adoption planning, retention, expansion alignment, and ongoing customer health engagement. The Tiger Team will operate as a distinct, escalation-oriented intervention capability focused on high-risk or mission-critical customer situations with clearly defined engagement and exit criteria.This role requires a rare combination of executive leadership, customer strategy, operational escalation management, enterprise technical depth, commercial acumen, cross-functional execution leadership, and hands-on operational problem-solving capabilityThe ideal candidate understands that customer experience is directly tied to long-term revenue growth and customer loyalty and is equally comfortable operating strategically at the executive level while engaging directly with customers, internal stakeholders, and cross-functional teams to drive outcomes.Success in this role requires a leader who thrives in fast-moving environments, brings a strong sense of ownership and urgency, and leads with credibility, adaptability, and sound judgment. This individual must be highly collaborative, emotionally intelligent, and capable of navigating complex organizational dynamics while building strong relationships across a broad range of personalities, functions, and executive stakeholders.Given the nature of the Tiger Team organization, this role requires strong technical credibility across enterprise software deployments, cloud infrastructure, distributed systems, real-time data architectures, production operations, and complex customer escalation environments. The ideal candidate must be capable of engaging credibly with enterprise architects, engineering leadership, support organizations, and executive customer stakeholders during high-pressure operational situations.We are looking for someone who elevates the teams around them, operates with humility and accountability, and is energized by building, solving problems, and driving measurable impact within a high-growth environment.This leader will work cross-functionally with Sales, Product, Engineering, Field Engineering, Alliances, Support, and Executive Leadership. Given that partner and alliance relationships contribute significantly to company revenue, experience collaborating within partner-led GTM ecosystems is highly valuable.Key ResponsibilitiesLead, scale, and optimize the Technical Account Management organization focused on customer retention, adoption, expansion, renewal, and upsell across enterprise accountsBuild 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 frameworksDevelop 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 ope