Head of Strategic Customer Engagement

Striim is seeking an experienced, customer-obsessed technology executive to oversee our Technical Account Management organization while providing executive sponsorship and governance for Striim's Tiger Program, ensuring our most complex customer engagements are executed with urgency, technical excellence, and operational discipline.

As a senior leader within our GTM Engineering organization, the Head of Strategic Customer Engagement is responsible for leading executive customer engagement across Striim's strategic enterprise accounts. This role drives executive relationships, customer retention, platform adoption, expansion opportunities, and the successful resolution of mission-critical customer situations while partnering cross-functionally to ensure customers realize measurable business value from the Striim platform.

This role sits at the intersection of enterprise architecture, customer strategy, technical leadership, operational excellence, and executive relationship management. The ideal candidate is equally comfortable discussing distributed systems and cloud architectures with senior engineers, advising CIOs and CTOs on strategic modernization initiatives, leading executive customer engagements, and aligning cross-functional teams to deliver exceptional customer outcomes.

Success in this role requires executive presence, deep technical credibility, commercial awareness, operational rigor, and a passion for building scalable customer engagement programs. As an AI-first organization, we expect our leaders to thoughtfully leverage modern AI technologies to improve productivity, operational efficiency, decision-making, customer engagement, and organizational effectiveness.

• →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

• 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 ability to build, scale, and transform 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.

• Experience with real-time data streaming, enterprise databases, data lakes, Change Data Capture (CDC), cloud-native data platforms, observability, analytics, AI infrastructure, or adjacent enterprise technologies.
• Previous hands-on experience in Solutions Architecture, Product Engineering, Support Engineering, Technical Account Management, Professional Services, Data Engineering, or Platform Engineering.
• Experience supporting Fortune 1000 organizations and customers operating in highly regulated industries.
• Experience leading executive customer engagement programs, strategic escalation management, enterprise customer advocacy, or customer success transformations.
• Experience building or overseeing SWAT teams, Tiger Team programs, executive escalation frameworks, or cross-functional response organizations.
• Experience supporting partner-led go-to-market strategies and strategic technology alliances.
• Demonstrated success influencing product direction through structured customer feedback and close collaboration with Product Engineering and Product Management.
• Experience helping scale high-growth enterprise software companies through periods of rapid growth and organizational transformation.