Head of Customer Experience

Responsibilities

• Lead Customer Success and Technical Support organizations, including managers and highly technical customer-facing teams.
• Build and operationalize customer experience strategy for growth into larger enterprise accounts.
• Define clear ownership across Customer Success, Technical Support, Pre-Sales, Implementation, Sales, Product, and Engineering.
• Design customer segmentation, engagement models, escalation paths, support coverage, success planning, health scoring, and renewal/expansion motions.
• Drive improvements in adoption, retention, gross/net revenue retention, expansion, customer satisfaction, time-to-resolution, and support quality.
• Act as executive voice of the customer, turning trends and signals into recommendations for Product, Engineering, GTM, and leadership.
• Build customer operating rhythms: QBRs/EBRs, escalation reviews, health reviews, renewal risk reviews, expansion planning, support quality reviews, and executive reporting.
• Coach and develop managers while staying hands-on with escalations, account health, and decisions.
• Use AI to improve support workflows, knowledge management, customer health insights, escalation analysis, team enablement, and communication.
• Hire, develop, and retain high-performing customer leaders and individual contributors.
• Build systems and processes for sharper, faster, more accountable teams.

Requirements

• Significant experience leading Customer Success, Technical Support, Customer Experience, or post-sales teams in high-growth B2B SaaS, infrastructure, database, developer tools, cloud, or technical platform companies.
• Managed managers and led teams with highly technical customer-facing talent (Technical Support Engineers, Customer Success Managers, Solutions Engineers, TAMs).
• Built or transformed post-sales operating models for enterprise customers (segmentation, health scoring, adoption, renewal risk, support models, escalations, expansion).
• Technical depth to build credibility with database, infrastructure, platform, and developer audiences.
• Operate at strategic and tactical levels: define vision and handle churn risk, escalations, handoffs.
• Strong executive presence for escalations, renewals, expansions, roadmap trade-offs.
• Partner deeply with Sales, Pre-Sales, Implementation, Product, Engineering without turf wars.
• Highly metrics-driven: diagnose risk, quality, adoption, renewals, expansion, performance with data.
• Strong AI fluency: using/testing AI-enabled workflows for productivity, insights, communication, knowledge management.
• Strong talent builder: coach managers, set high bar, direct feedback, build high-empathy/high-performance culture.
• Thrive in fast-moving startup environments.