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ExecutiveFull-timeRustAI
Salary Range
$309,400 - $418,600 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Experience Leader to join 7AI, a fast-growing cybersecurity company that recently raised the largest Series A in the industry. This role involves designing and owning the end-to-end customer journey, from initial interaction to long-term value realization.
Key Responsibilities
- →Own the full customer lifecycle, including onboarding, program management, adoption, support, and working with sales for renewal and expansion
- →Develop a clear CX strategy and operating model, balancing human vs. automation and personalization vs. scale
- →Drive time-to-value, adoption depth, and expansion readiness
- →Advocate for the voice of the customer and gather qualitative insights
- →Implement a revenue-linked CX cadence and scoreboard
- →Utilize AI-augmented support and human-in-the-loop systems
- →Develop escalation playbooks and risk mitigation frameworks
- →Ensure cross-functional alignment with Product, Engineering, Sales, and Marketing
- →Proactively prevent churn and predict experience signals
- →Build and lead a high-performance CX organization
Requirements
- ✓10+ years of experience in Customer Experience, Customer Success, Support, or related leadership roles
- ✓Proven experience building or rebuilding a CX function from scratch
- ✓Prior experience in a fast-growth startup environment; cybersecurity background a must
- ✓Experience designing onboarding and time-to-value systems that scale
- ✓Strong operator with a track record of implementing automation and AI-assisted workflows
- ✓Demonstrated success influencing Product, Engineering, Sales, and GTM teams without direct authority
- ✓Experience managing executive-level escalations and high-stakes customer relationships
- ✓Data-fluent, comfortable defining KPIs, building dashboards, and translating insight into action
- ✓Proven ability to hire, lead, and scale high-performing CX teams
- ✓Boston-based, available to be in the office 4 days a week
- ✓Pure advocate for customers with an ability to move mountains to get them what they need.
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