Serve as the first point of contact for clients by providing phone and email support, troubleshooting product and technical issues, prioritizing inquiries, documenting interactions in the CRM, and collaborating with internal teams. Build trusted client relationships, guide users toward self-service resources, maintain satisfaction and resolution-time standards, and proactively identify product challenges and customer experience improvements.

Defines and evolves the long-term technical roadmap, sets architecture and engineering standards, guides AI adoption in development workflows, prioritizes technical debt, strengthens CI/CD and quality practices, leads design reviews, develops senior technical talent, and supports hiring. The role requires strategic leadership alongside hands-on technical execution across scalable SaaS systems.