• Own the end-to-end services and support engagement for Cognite’s most strategic customers, acting as the first mile of ownership once solutions are live in production.
• Serve as the primary escalation point for strategic accounts, ensuring timely resolution, clear communication, and strong executive confidence during critical incidents.
• Build and maintain trusted advisor relationships with senior customer stakeholders and executive sponsors, focused on platform stability, adoption, and measurable business outcomes.
• Ensure support delivery, SLAs, and service motions (OneSupport) are aligned to customer success criteria, business priorities, and contracted expectations.
• Drive customer satisfaction (CSAT), retention, and advocacy through proactive service reviews, trend analysis, and continuous improvement initiatives.
• Develop and execute Strategic Service Plans and Value Roadmaps, outlining how support, expert guidance, accelerators, and best practices help customers achieve desired outcomes.
• Partner closely with Sales, Account Management, and Delivery teams to surface expansion and upsell signals driven by adoption maturity, support insights, and customer demand (without owning the commercial close).
• Act as the voice of the customer into Product, Engineering, and Support leadership by translating incident patterns, feature gaps, and operational feedback into actionable priorities.
• Communicate product and platform roadmap updates relevant to supportability, operability, and customer impact, ensuring expectations are clearly set and managed.
• Collaborate with Customer Marketing and Enablement teams to drive engagement through webinars, enablement sessions, release communications, and customer community programs.
• Proactively identify renewal and satisfaction risks using support metrics such as CSAT, ticket volume and severity trends, adoption indicators, and escalation frequency, and coordinate mitigation plans.
• Work with Cognite’s partner and services ecosystem to ensure consistent, high-quality support delivery for joint strategic customers.

Experience & Skillset

• 5+ years of experience leading customer-facing engagements in Customer Support, Customer Success, Technical Account Management, or Professional Services roles.
• Proven experience managing strategic enterprise customers, including executive communications, escalation handling, and complex stakeholder environments.
• Strong understanding of support operating models, including SLAs, incident management, customer health monitoring, and first-mile ownership.
• Demonstrated ability to influence renewals and expansions through service excellence, customer trust, and value realization (non-quota carrying).
• Track record of supporting large-scale SaaS or data platform implementations in complex enterprise environments.
• Comfortable engaging with C-level and senior leaders across both business and IT organizations.
• Experience working cross-functionally with Sales, Delivery, Product, Engineering, and Partner teams.
• Experience operating in a high-growth, scale-up environment with evolving processes and priorities.
• Hands-on familiarity with enterprise support platforms and tooling such as Zendesk, case management systems, CSAT/NPS tools, incident and escalation management workflows, and support analytics dashboards.
• Fluent in written and spoken English.

What We Offer

• Opportunity to work with modern, cloud-native technologies.
• Collaborative environment with strong engineering support.

Equal Opportunity Cognite is committed to creating a diverse and inclusive environment at work and is proud to be an equal opportunity employer. All qualified applicants will receive the same level of consideration for employment.