Vice President, Customer Experience

What You'll Own

Deployment Engineering

• Build the team responsible for deploying Semgrep into complex enterprise environments—custom CI/CD pipelines, monorepos, and bespoke security workflows.
• Drive the organization's capability to handle increasingly sophisticated customer deployments as Semgrep moves from semi-out-of-the-box to deeply integrated configurations.
• Partner with Product and Engineering to feed deployment learnings back into platform improvements.

Technical Account Managers (TAM)

• Manage the leader of the TAM team, who serve as trusted technical advisors to Semgrep's most strategic accounts.
• Define what high-quality technical partnership looks like at scale — including QBR programs, adoption milestones, and proactive risk management.
• Build a TAM model that maps to customer segment and complexity, ensuring the right coverage at the right cost.

Technical Support

• Own the customer support function end-to-end — from inbound ticket triage to escalation management and SLA delivery.
• Build processes and tooling that scale as the customer base grows, without sacrificing response quality.
• Establish a feedback loop between Support and Product/Engineering to systematically reduce recurring issues.

Renewals/Account Management

• Lead the Renewals Account Management team responsible for on-time, full-value contract renewals.
• Build tight coordination between Renewals, TAMs, and Sales to ensure health signals are surfaced early and acted on.
• Own gross and net retention metrics across the business, reporting progress directly to the CRO.

Cross-Functional Leadership

• Serve as the voice of the customer in executive and product planning conversations.
• Partner with Sales to ensure seamless handoffs and aligned expansion motions.
• Collaborate with Product on the customer feedback loop, shaping the roadmap with real-world deployment data.
• Work with Marketing on customer references, case studies, and community programs.

What We're Looking For

• 8+ years of experience in post-sales leadership, with direct ownership of at least two of: Deployment Engineering, TAM, Support, or Renewals.
• Deep technical fluency — you don't need to write production code, but you can credibly lead a team of deployment engineers and TAMs working in complex developer environments. Familiarity with CI/CD, static analysis, AppSec, or developer tooling is a strong plus.
• Proven track record of building and scaling customer experience organizations in B2B SaaS, ideally in developer tools, security, or infrastructure.
• Experience navigating a product transition — you've led a team through a shift in how customers buy, deploy, or use your product.
• Strong operational instincts — you build systems, define metrics, and hold teams accountable to outcomes.
• Executive presence and clear communication — you're comfortable presenting to the board, partnering with the CRO, and rolling up your sleeves with your team.
• Experience at a company scaling through the $50M–$200M ARR range is a strong advantage.

Metrics You'll Own

• Gross and Net Revenue Retention (GRR / NRR)
• Time-to-value and deployment success rates
• Customer health scores and risk escalation rates
• Support SLA attainment and CSAT / NPS
• Renewal on-time rate and renewal ACV

Compensation

• Estimated starting annual salary: $300,000 USD ($400,000 USD OTE).
• Total compensation may include equity, variable compensation, and benefits.