Head of Customer Experience

Role Overview

• Delivering value to customers and fostering team relationships
• Designing and owning the end-to-end customer journey
• Leading program management for successful outcomes
• Translating customer goals into success plans and maintaining visibility into progress
• Driving customer value and love while evolving objectives

Requirements

• 10+ years of experience in Customer Experience, Customer Success, Support, or related leadership roles
• Proven experience building or rebuilding a CX function from 0 → 1 (strategy, team, tooling, and operating model)
• Prior experience in a fast-growth startup environment; cybersecurity background a must
• Experience designing onboarding and time-to-value systems that scale
• Strong operator with a track record of implementing automation and AI-assisted workflows
• Demonstrated success influencing Product, Engineering, Sales, and GTM teams without direct authority
• Experience managing executive-level escalations and high-stakes customer relationships
• Data-fluent — comfortable defining KPIs, building dashboards, and translating insight into action
• Proven ability to hire, lead, and scale high-performing CX teams
• Pure advocate for customers with an ability to move mountains to get them what they need.

Tech Stack

• Cyber Security

Benefits

• A clear CX strategy and operating model (human vs. automation, personalization vs. scale)
• Time-to-value, adoption depth, and expansion readiness
• Voice of the customer advocacy and qualitative insight
• A revenue-linked CX cadence and scoreboard (customer adoption, love and retention signals)
• AI-augmented support and human-in-the-loop systems that feel fast and precise
• Escalation playbooks and risk mitigation frameworks
• Cross-functional alignment with Product, Engineering, Sales, and Marketing
• Proactive churn prevention and predictive experience signals
• Working through the build out of leading a high-performance CX organization