Sr. AI Growth Strategist

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

the company® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. the company delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, the company helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

Our customers love the company's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, the company has received the highest Net Promoter Score of any IT Infrastructure Management provider. the company also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of Built In's Best Places to Work for the seventh year in a row!

To learn more about life at the company, check out our Careers Page.

AI Growth Strategists own the ongoing technical and business success of a portfolio of strategic Edwin AI customers. This is not a traditional Customer Success role and it is not a pure strategy or consulting role. The strategist sits between the customer’s technical environment, operational workflows and business priorities.

Edwin AI operates across complex enterprise environments. Customer outcomes depend on observability and monitoring data, integrations, APIs, ITSM workflows, automation, cloud and infrastructure architecture, data quality and the way each customer operates. The strategist must be able to understand that environment, diagnose what is blocking adoption, bring the right technical resources together and maintain credibility with technical stakeholders.

At the same time, the strategist must connect technical use cases and operational improvements to measurable business outcomes, executive priorities, retention and growth. You will work with technical practitioners, operational leaders and C-level stakeholders, moving comfortably between all three

• Own the success of a portfolio of strategic and complex Edwin AI customers from post-implementation adoption through value realisation, maturity, advocacy and growth.

• Build a deep understanding of each customer’s architecture, observability environment, integrations, ITSM processes, operational workflows and AI use cases.

• Lead technical and operational discovery to understand customer requirements, diagnose adoption blockers and determine whether issues relate to configuration, integration, data, workflow, product capability or customer environment.

• Act as a credible technical partner to SRE, Dev Ops, platform, infrastructure, operations and engineering stakeholders while coordinating Support, Product and Engineering when deeper expertise is required.

• Translate technical capabilities, usage and operational outcomes into business value that is meaningful to CIOs, CTOs and other executive stakeholders.

• Develop and execute customer success and growth plans with clear use cases, success measures, adoption milestones, risks and value metrics.

• Identify opportunities to expand Edwin across additional teams, workflows and use cases based on demonstrated customer outcomes and technical…