Head of Client Experience, Symmetry

Responsibilities

Agentic CX & Enablement

• Set the vision for CX at Symmetry - define "agentic client experience" with a balance of technology and human judgment, enabling a content strategy that delivers customer value
• Build toward 24/7 AI-powered support where clients get what they need through intelligent agents
• Partner with Product and Engineering as a technical collaborator, shaping how our AI products integrate with client workflows
• Drive and measure client satisfaction through both AI and human interactions

Team Leadership & Development

• Lead approximately 10 people across Software Support, Enablement, and Client Success, including managers and individual contributors
• Lead, coach and develop team members to high performance standards

Technical Execution & Operational Excellence

• Use the same tools as your team, including debuggers, log files, and client environments
• Enhance team efficiency with AI and automation
• Bring operational rigor to fundamentals including response time expectations, escalation policies, and documentation standards

Executive Partnership & Client Engagement

• Serve as a member of senior leadership, helping guide overall business strategy and staying synchronized with company-wide transformation
• Act as a technical bridge between CX, Product, and Engineering, bringing client insights to product decisions
• Build relationships with key enterprise clients to gather feedback on AI adoption, and represent Symmetry's CX vision externally while bringing industry perspective back to the organization

Requirements

• 10-15+ years in client experience, technical support, developer relations, or a related client-facing function in B2B SaaS, API products, or developer-focused software
• 4+ years leading teams, including managing managers, with a demonstrated track record of executing operational or organizational transformation
• Demonstrated history of building and shipping AI-powered tools, workflows, or client experiences beyond using AI for just chat

Core Skills & Attributes

• Technical builder mindset with the ability to quickly understand complex products and connect the dots across systems, use cases, and client needs
• Proven AI fluency: you've personally built transformative AI solutions and championed AI adoption on teams you've led
• Extraordinary execution and leadership: you translate vision into milestones and outcomes, delegate well, and hold yourself and others accountable to results
• Transformational change management and strategic leadership: You can explain why decisions are made. You help teams deal with uncertainty. You work well with the CEO and senior leadership on company strategy. You focus on improving the business as much as you focus on daily operations.
• High bar for performance combined with project management: you develop people, scope work, plan delivery, and manage to outcomes

Technology Experience

• Hands-on experience with AI development tools (Claude Code, Cursor, GPT, or similar)—building, not just prompting
• Comfort with technical troubleshooting tools, log analysis, and debugging workflows
• Awareness with both emerging AI-powered CX platforms (Sierra, Decagon, Intercom AI, etc.) and traditional platforms (Zendesk, Salesforce, NetSuite, or similar)
• Working knowledge of API/SDK architecture and RESTful APIs, including the ability to read API documentation and use testing tools like Postman for client troubleshooting
• Proficiency with productivity and collaboration tools (Google Workspace, project management software)

Nice to Have

• Background as Head of Developer Relations, Solutions Engineering, or Technical Support leadership
• Experience scaling a growth-stage company beyond $100M in revenue
• Experience in payroll, HR tech, tax, or compliance software (not required—you can learn our domain)

Compensation

• Cash compensation targeted at $181,000/yr - $211,000/yr in Scottsdale