James Alarcon is Head of Customer Success at Pontosense, a Canadian radar technology company building privacy-first solutions for fall detection, health monitoring and independent living, where he is building the CS organization across onboarding, support, retention and expansion. Before that he was Director of Customer Success at Texada Software, where he built the company's first revenue-owned CS function, brought commit and best-case forecasting to renewals and delivered 99% expansion plan attainment. Earlier he led strategic client success at PathFactory, coaching a team of nine CSMs, and held customer-facing roles at Sensibill, Maropost and Shopify.