Head of Customer Experience and Activation (AirOps)

July 4

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Unusual Ventures

WebsiteLinkedInAll Job Openings

Seed Stage Venture Capital

venture capital • investing • recruiting • hiring • customer development

11 - 50

Description

• Develop and execute 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 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, 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

Requirements

• 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

Benefits

• 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! 🤓 🚀