Head of Customer Experience and Activation

Responsibilities:

• Develop and execute our comprehensive customer experience strategy, encompassing pre-sales, onboarding, implementation, professional services, customer success, and support
• Lead and optimize all customer-facing functions to ensure seamless customer journeys and maximize customer lifetime value
• Drive the evolution of our customer experience metrics, including NPS, CSAT, churn rate, and expansion revenue
• Design and implement scalable onboarding and implementation processes, using the AirOps platform and AI to automate and drive efficiency wherever practical
• Develop and manage professional services offerings to drive customer value and additional revenue streams
• Start as a lean and mean team of 1, but then build high-performing and efficient teams our pre and post-sales functions, including the right mix of offshore and outsourced resources
• Collaborate closely with product, sales, and marketing teams to ensure alignment on customer needs and feedback

Your Experience:

• 8+ years of experience in customer-facing leadership roles, with a focus on SaaS or AI platforms
• Proven track record of building and scaling customer success, professional services, and support functions
• Experience in pre-sales/sales engineering, preferably in a technical or AI-driven product environment
• Strong understanding of customer onboarding and implementation best practices for complex software solutions
• Track record of driving customer retention and expansion in B2B environments
• At least 2 years of people management experience, including building and managing both technical and non-technical offshore teams
• Experience in developing and executing professional services strategies
• Strong analytical skills with the ability to translate customer and operational data into actionable insights
• Engineering background a plus
• Experience with AI techniques including prompt engineering and retrieval a plus
• Prior startup experience a strong plus

About You

• You have a deep understanding of the entire customer lifecycle and how to optimize each stage
• You’re passionate about creating exceptional customer experiences and driving customer advocacy
• You spike on automating processes in ways that lead to both better customer experiences and lower costs
• You have a strategic mindset but aren’t afraid to dive into operational details when needed
• You’re adept at balancing customer satisfaction with business profitability and growth
• You have excellent communication skills and can effectively interface with both technical and non-technical stakeholders
• You’re a natural leader who can inspire and develop high-performing teams
• You’re comfortable with ambiguity and thrive in fast-paced, evolving environments
• You have a data-driven approach to decision making and a continuous improvement mindset
• You’re fascinated with how AI can be used to transform customer experiences
• You have willingness to travel up to 2-3 weeks per quarter to meet with key customers and attend industry events

What We Offer

• Competitive salary and early startup equity
• Top of the line health, dental, and vision insurance
• 401k plan
• Provide you with the tools and resources you need to be productive (new laptop, equipment, you name it)
• A fun-loving and (just a bit) nerdy team that loves to move fast! 🤓 🚀