Head of Customer Experience

About the Role

We're looking for a leader to own the entire customer journey — from the moment a system goes live, through the trust-building and problem-solving that turn a new deployment into a durable partnership, to the expansion that follows. You'll lead the team of Forward Deployed Engineers who are the primary partners for our customer sites, and you'll be accountable for ensuring that the customers we win, we keep.

This is a building job, not a maintenance one. Today, responses during critical early weeks or high-stakes problems rely on a small team operating largely by instinct and heroics. Your job is to turn that scramble into a scalable function: building the bench, playbooks, early-warning signals, and leaders who can execute flawless launches or saves without your direct involvement. The measure of your success is that the fleet grows, the customer base stays loyal, and the quality of our response doesn’t depend on any single person.

This role sits at the intersection of operations, product, and customer partnership. You’ll need technical credibility to earn trust with engineers, quarterback debugging efforts, and distinguish routine issues from genuine crises. Your elite skill isn’t writing the fix yourself—it’s mobilizing the right people quickly, maintaining customer confidence during hard moments, and ensuring underlying problems are solved permanently.

Responsibilities

• Own customer retention as the company scales, ensuring we keep the customers we deploy with through early-life challenges, occasional flare-ups, and long-term stability.
• Build the team and its leaders: hire, grow, and develop Forward Deployed Engineers so launches and saves are executed excellently by your team, not just by you. Manufacturing this capability in others is the core of the job.
• Design and run the playbook for high-intensity windows: the first weeks of a live system and rapid, coordinated responses when a customer relationship is at risk. Make these repeatable rather than heroic.
• Stand up early-warning systems: health signals, reviews, and cadences to catch at-risk accounts early, before trouble escalates.
• Partner with engineering and operations to mobilize fast when a site needs deep help, and ensure field lessons are harvested back into the product and playbooks to prevent recurring issues.
• Serve as the senior voice of the customer in internal roadmap and prioritization conversations, translating field reality into structured product insights.
• Partner with Account Executives on expansion opportunities, where operational success and earned trust create natural growth openings.