Head of Customer Experience

Skills

About the Role

You will own the end-to-end customer experience, from first interaction through enterprise adoption. You will build an agentic-first CX function at the intersection of Product, Engineering, and GTM. You will lead ticketed and asynchronous support, incident response, onboarding, enterprise support motions, and social support across customer channels. You will architect AI-powered support systems, turn customer insights into structured product feedback, and improve CX metrics including CSAT, resolution time, time-to-value, and NPS.

Requirements

• 10+ years of experience, including at least 5 years in a Customer Experience leadership role
• Experience building agentic support systems
• Experience owning NRR, churn, CSAT, or expansion targets
• Cross-functional experience across Product, Engineering, and GTM
• Experience hiring, developing, and retaining CX managers and individual contributors across multiple time zones
• Technical depth working within an engineering organization, contributing to product direction, and building tooling
• Background in AI-native or developer tools companies
• Experience scaling PLG support at high-growth technology companies
• Experience contributing code or building internal tooling for support or CX infrastructure

Responsibilities

• Own ticketed support, asynchronous support, incident response, and onboarding
• Architect and build AI-powered support systems that resolve issues, surface product signals, and scale coverage
• Turn customer feedback into structured input for Engineering and Product
• Build dedicated support motions, office hours, and success touchpoints for enterprise customers
• Own customer support presence and responses across Reddit, Discord, LinkedIn, and Twitter/X
• Own and improve CSAT, resolution time, time-to-value, and NPS