RVP Customer Experience, Americas

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and expand the regional Customer Experience organization throughout the Americas.

• Manage Customer Success and Technical Account Management with a cohesive regional pod framework.

• Implement regional CX strategies to enhance retention, satisfaction, and long-term growth.

• Convert global goals into regional action plans and operational excellence.

• Drive organizational planning, workforce development, and scaling initiatives.

• Align CS and TAM teams around common goals and quantifiable customer value.

• Oversee the complete customer lifecycle from onboarding to renewal.

• Act as the executive sponsor for strategic accounts.

• Collaborate with Sales to minimize risks and pursue expansion opportunities.

• Serve as the primary regional executive sponsor and escalation point for significant customer issues.

• Manage executive communications and crisis resolution.

• Coordinate with Product, Engineering, Support, Sales, and Data teams to address technical health issues, deployments, and operational challenges.

• Work with Product and Support to ensure customer feedback informs the product roadmap.

• Lead two Directors of Customer Experience.

• Report directly to the EVP of Customer Experience.

• Oversee Customer Success and Technical Account Management performance across North America and Latin America.

• Drive performance metrics such as GRR, NRR, CSAT, GTM alignment, team engagement, leadership development, deployment quality, ongoing care, maintenance, and adherence to internal standards.

⛳️ Requirements

• 10+ years of experience in CX leadership roles (CS, TAM, or Professional Services) in the cybersecurity or enterprise software sectors.

• 8+ years of experience managing managers and overseeing complex, technical, and business-oriented organizations.

• Proven success in scaling teams and achieving GRR/NRR in high-growth settings.

• Extensive knowledge of OT/ICS terminology and a solid understanding of critical infrastructure environments and the Americas market (NAM/LATAM).

• Technical expertise with cybersecurity products in OT/ICS environments.

• Comprehensive understanding of networking and cybersecurity principles.

• CISSP and/or CISM certification.

• Familiarity with cybersecurity frameworks and standards, particularly ISA/IEC 62443, NIST SP 800-82, and NERC CIP.

🏝️ Benefits

• Variable compensation components such as equity or bonuses.

• Comprehensive total rewards package details provided before interviews.

• Equal opportunity employer dedicated to fostering a diverse and inclusive workplace.

• Special accommodations available upon request in all selection stages.