Vice President, Customer Success

Casa Systems, Inc. (Nasdaq: CASA) is a next-gen technology leader that supports mobile, cable, and wireline communications services providers with market leading solutions. Casa Systems’ virtualized and cloud-native software solutions modernize operators’ network architectures, expand the range of services they can offer their consumer and commercial customers, accelerate time to revenue, and reduce the TCO of their network infrastructure and operations. Casa Systems’ suite of open, cloud-native network solutions unlocks new ways for service providers to quickly build flexible networks and service offerings that maximize revenue generating capabilities. Commercially deployed in more than 70 countries, Casa Systems serves over 475 Tier 1 and regional service providers worldwide. The

Vice President, Customer

Success

will have a direct impact on the overall success of the organization through enhancing our business and technical performance with customers in the post-sales phase. Through enhancing a customer’s understanding and utilization from Casa software and solutions and by maximizing the value realization, the VP, Customer Success will drive to improve customers’ satisfaction of Casa Systems and its solutions. The role will set the strategic direction for the Customer Success Management team, developing, and implementing programs designed to drive value realization for customers and partners, improving customer satisfaction, and leading increased revenue and retention.

ESSENTIAL DUTIES & RESPONSIBILITIES: Lead the Customer Success Management team to deliver results that drive customer satisfaction, revenue growth, and loyalty. Define the deliverables, success, and outcomes expected from the CSM team to fulfill the strategic and tactical objectives of Casa Systems. Ensure all contractual and commercial obligations for on-boarding, support, lifecycle management and renewals are built into Customer Success management systems. Lead customer onboarding - ensure all customers are guided through the Casa Systems on-boarding process, providing a smooth and efficient transition to and integration of our software, products, and services. Drive value realization - ensure comprehensive education, guidance, and training is delivered to Casa Systems’ customers and partners, providing best practices, and optimizing the utilization of our solutions. Ensure customer & partner specific needs and use cases are addressed. Lead the customer success management approach by defining and establishing OKRs, KPIs, customer metrics, and other measurable scores, that effectively gauge the performance of the CSM department. Develop metrics to provide comparative information on Casa Systems’ performance across all customers. Utilize data to measure and analyze customer success metrics, identify trends, and drive continuous improvement. Develop customer success programs to optimize outreach and engagement with customers to expand Casa Systems’ footprint in operators, position new solutions and ensure SW license renewal. Consistently undertake reviews of Customer Success programs, processes, and organization, to deliver the maximum results for the business in the most cost-efficient approach. Define and lead customer feedback collection - establish processes for gathering customer feedback on requirements for product features, usability, and overall satisfaction. Establish and drive CSAT/NPS reviews with key customers. Lead formal reviews with representatives of the customers and partners to determine Casa performance, identify opportunities for solution improvement and to expand the Casa Systems’ footprint within an operator. Measure, review, and report customer feedback & metrics, developing implementing programs to improve the customer success with operators and ensure optimal business results for Casa (increased revenue, business expansion and SW renewals) Product Education – create internal programs to ensure CSM members stay informed about product updates and enhancements to Casa Solutions to communicate them effectively to customers and partners. Provide ongoing education to customers on best practices and optimal use of our software and solutions. Pave the way to the purchase of future features and functions. Collaborate and align the CSM organization with multiple internal stakeholders, including Sales, PLM, Engineering, & Support to identify opportunities for increased sales (expansion), feature development for differentiation and revenue creation. The role will collaborate very closely with the Sales Engineering leadership to ensure procedures for a seamless transition from Pre-Sales activities in readiness for customer on-boarding. Collaborate with Marketing to identify and highlight customer success stories with satisfied customers and contribute to overall marketing collateral. Establish a close linkage to Customer Support teams to ensure resolutions of any product performance issues. Customer Advocacy – ensure the customer requirements and expectations are communicated clearly to Casa Systems stakeholders. Enhance Casa Systems’ reputation by cultivating deep relationships with customer executives & key stakeholders and align Casa CSM to provide the optimal support.

QUALIFICATIONS: An undergraduate degree in electrical engineering or computer science/engineering or equivalent discipline; an MBA is highly desirable. 15+ years of related experience. Strong knowledge of Casa Systems solutions and applied technologies. Significant experience working with major wireless, telecom and cable accounts providing broadband solutions. Willing and able to travel greater than 25% to customer sites and Andover, MA US. Excellent knowledge of Operator (Wireless, Telecom and Cable) environments and understanding of Channel Partners Strong technical knowledge of virtualized environments, hyperscale solutions and cloud native functions. Proven ability to lead high performing teams in challenging environments. Ability to drive transformational change within the organization. Strong Technical knowledge of virtualized environments, cloud native Functions, hyperscale solutions, etc. Knowledge of software development methodologies such as DevOps, CI/CD, etc. Highly experienced in developing strategic planning and ability to translate strategy into pragmatic solutions to address complex challenges. Ability to identify, recruit and develop high performance talent to augment CSM team. Highly skilled in collaborating with cross functional leaders and stakeholders. Proven competence at building and maintaining executive level relationships. Deep understanding of service provider business (challenges, models, technology, requirements, expectations, metrics) Executive presence to engage with the highest levels of our customer and partner businesses. Requires a strong combination of technical and business development acumen, with the ability to effectively manage multiple projects simultaneously. Excellent oral and written interpersonal communication skills.

Casa Systems, Inc. offers a great work environment, professional development, challenging careers, and competitive compensation. Casa Systems is committed to fostering a diverse workforce and inclusive work environment free from unlawful employment discrimination and without barriers to Equal Employment Opportunity (EEO). #LI-EB1

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