TL;DR
As we add more enterprise customers, we want stronger engineering ownership for our strategic accounts.
A small group of engineers will own a set of accounts and regularly review performance, reliability, feature usage, and overall health. This helps us spot issues earlier, understand customer usage better, and improve the product experience.
We'll start with the top 20 revenue customers and expand over time.
Any meaningful performance or reliability improvements identified through this process will be prioritized in the Growth10x roadmap.
This is an additional ownership layer and does not change existing SEV, support, or release workflows.
Why?
We already have CSMs and Implementation Managers, but no dedicated engineering owner for accounts.
That means engineering usually steps in only after a problem becomes visible. This process helps us catch issues earlier.
Some issues only show up for one customer because of how they use the platform.
Large uploads, heavier datasets, or unusual workflows can expose problems that do not appear elsewhere.
For example, audit logs can help us see if a customer is regularly exporting datasheet data and importing it into another internal system or tool. In that case, we can suggest using the Public API instead, which makes it easier to integrate with their existing ecosystem.
Process
We will start with the top 20 revenue customers.
Growth10x and L1 Ops will prepare account-level reports covering performance, reliability, usage patterns, and open technical concerns.
Each account will have one engineering owner who will:
- Review sync and API health regularly.
- Track recurring failures and reliability gaps.
- Work with the right teams to drive fixes.
- Suggest relevant features based on actual usage.
- Support customer-facing teams with technical context.
- Act as the main engineering contact for the account.
The owner should meet CSM and Implementation teams every two weeks to review feedback, ongoing issues, and improvement opportunities.
Success Metrics - End of Dec 2026
- Clearer visibility into account-level performance and reliability.
- Better understanding of customer workflows inside engineering.
- Fewer recurring account-specific issues.
- Stronger collaboration across Engineering, CS, and Implementation.
- Higher adoption of existing product capabilities.
Customer List
| Customer | Owner |
|---|---|
| AvePoint | Jai |
| Diligent | Jai |
| Pomps Tire Springfield | Jai |
| NES Fircroft | Jai |
| The Irvine Company | Jai |
| Kantar | Karthik |
| Personio | Karthik |
| UNIVAR | Karthik |
| Bath Saver Inc | Karthik |
| Capital Vacations | Karthik |
| Gray Media | Kavin |
| ProGResS | Kavin |
| Avaya | Kavin |
| Tektronix | Kavin |
| TeamViewer | Kavin |
| Trimble Inc. | Saketh |
| Aramex | Saketh |
| Sprout Social | Saketh |
| DoubleVerify | Saketh |
| Dealer Tire | Saketh |