Leads customer marketing strategy and a customer marketing team across onboarding, engagement, retention, expansion, renewals, and advocacy. Partners with marketing, product, and customer success teams on lifecycle campaigns, segmentation, customer feedback, events, cross-sell programs, and customer stories. Owns performance metrics including retention, NPS, expansion pipeline, and advocacy, using customer and product usage data to optimize programs and report recommendations to leadership.

Investigate and resolve complex Tier 3 customer and production issues across Windows endpoints, cloud services, APIs, networking, and application data. Reproduce issues, analyze logs and source code, identify root causes, validate fixes, and coordinate with Engineering, QA, Product, Support, and Customer Success. Build troubleshooting automation, improve monitoring and observability, and document technical findings and known issues.

Lead design, scaling, performance tuning, and reliability of PostgreSQL databases for a high-availability SaaS platform. Troubleshoot production incidents, automate administration, maintain security and observability, and mentor engineering teams on query and schema optimization.