Head of Customer Experience

7AI just raised the largest Series A in cybersecurity history — and we're scaling fast.Our top priority is delivering value to our customers and making each one of them a part of our team. The ambition is clear: 100% reference-able customers, even as we scale up.In a market where trust is earned through results, and the journey requires great leadership, Customer Experience must consistently deliver against clear plans, providing measurable value to the people who rely on us every day - all while winning advocates through exceptional service.We're hiring a Customer Experience leader as we build out a CX function to design and own the end-to-end customer journey — from first interaction post sale to long-term value realization.This is a strategy + execution role at the intersection of product, operations, AI security engineering, services groups and data. At the center, always, is customer relationships.The CX team will own program leadership from the moment a deal closes through the full customer lifecycle — including driving our largest and most complex enterprise accounts to successful outcomes. You will translate customer goals into clear success plans, align the company around delivering against them, execute hand-in-hand with customers and maintain rigorous visibility into progress and impact.When targets are met, you'll raise the bar. When they're at risk, you'll mobilize the organization to correct course. As customers mature, you'll evolve the objectives and broaden the value customer's realize. End-to-end accountability for delivering meaningful outcomes sits with you. Driving customer value and love is the heart and soul of this role.Customers are leveraging 7AI to deliver outcomes. You will own the journey that makes those outcomes reality.What You'll OwnThe full customer lifecycle: onboarding, program management and execution, adoption, support and working with sales for Renewal and expansionA clear CX strategy and operating model (human vs. automation, personalization vs. scale)Time-to-value, adoption depth, and expansion readinessVoice of the customer advocacy and qualitative insightA revenue-linked CX cadence and scoreboard (customer adoption, love and retention signals)AI-augmented support and human-in-the-loop systems that feel fast and preciseEscalation playbooks and risk mitigation frameworksCross-functional alignment with Product, Engineering, Sales, and MarketingProactive churn prevention and predictive experience signalsWorking through the build out of a high-performance CX organizationWho You Are10+ years of experience in Customer Experience, Customer Success, Support, or related leadership rolesProven experience building or rebuilding a CX function from 0 ? 1 (strategy, team, tooling, and operating model)Prior experience in a fast-growth startup environment; cybersecurity background a mustExperience designing onboarding and time-to-value systems that scaleStrong operator with a track record of implementing automation and AI-assisted workflowsDemonstrated success influencing Product, Engineering, Sales, and GTM teams without direct authorityExperience managing executive-level escalations and high-stakes customer relationshipsData-fluent — comfortable defining KPIs, building dashboards, and translating insight into actionProven ability to hire, lead, and scale high-performing CX teamsBoston based, available to be in the office, working with an incredibly committed team 4 days a week.Pure advocate for customers with an ability to move mountains to get them what they need.J-18808-Ljbffr