Head of Customer Delivery & Professional Services

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.

Striim is seeking an experienced, customer-obsessed technology executive to oversee our Technical Account Management and Solutions Architect organizations 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 Customer Delivery and Professional Services 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.

Key Responsibilities

Customer Delivery Leadership: Lead Technical Account Management, Solutions Architecture, and strategic Tiger Team engagements, driving consistent execution, clear ownership, and accountability for successful customer outcomes.

End-to-End Customer Accountability: Drive accountability across internal and external stakeholders to ensure successful implementations, clear communication, timely resolution of issues, and progression from initial engagement through production go-live.

Customer Delivery Expectations: Partner closely with Presales to understand customer requirements, scope, and implementation complexity, establish realistic delivery timelines and commitments, and ensure customers have clear expectations around deliverables, responsibilities, and milestones before transitioning to Postsales.

Professional Services Development & Delivery: Build and scale Striim’s Professional Services organization, establishing structured service offerings, engagement models, SOWs, scoping and pricing frameworks, resource planning, and delivery processes. Drive accountability for services execution, ensuring clear deliverables, realistic timelines, effective resource utilization, and successful customer outcomes.

Project Management & Delivery Governance: Establish consistent project management practices across customer engagements, including project plans, milestones, ownership, regular customer status updates, risk management, and tracking against delivery commitments.

Stakeholder Management & Communication: Proactively manage internal and external stakeholders throughout customer engagements, ensuring clear communication, alignment on expectations, ownership of action items, and early escalation of risks or changes impacting delivery timelines.

Production Readiness & Go-Live Execution: Drive cross-functional alignment and accountability for moving customers into production, establishing clear go-live criteria, tracking dependencies, addressing blockers, and ensuring customers are prepared for successful production rollouts.

Technical Account Management Framework: Build and operationalize a structured TAM program focused on proactive customer engagement, account health, success planning, production adoption, executive business reviews, retention, and long-term customer relationships.

Solutions Architecture Operating Model: Establish clear roles, responsibilities, engagement processes, and delivery expectations for the Solutions Architecture organization, ensuring effective collaboration with Field Engineering, Presales, TAM, and Support.

Strategic Engagement & Escalation Management: Oversee complex customer engagements and Tiger Team initiatives, ensuring clear execution plans, executive visibility, cross-functional coordination, and accountability for resolving critical customer challenges.

Cross-Functional Delivery Alignment: Partner closely with Field Engineering, Presales, Product, Engineering, and Support to ensure smooth customer transitions, clearly defined ownership, coordinated execution, and consistent communication throughout the implementation lifecycle.

Customer Adoption, Retention & Expansion: Ensure successful production implementations establish a strong foundation for ongoing platform adoption, customer satisfaction, healthy renewals, and future expansion opportunities in partnership with Sales and Account Management.

Delivery Performance & Accountability: Establish and track KPIs around time to production, milestone adherence, delivery predictability, customer satisfaction, services performance, escalation trends, adoption, and retention risks to drive continuous improvement.

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 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 ab