Head of Customer Experience

Seven AI•Boston, MA

1d•Onsite

About The Position

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.

Requirements

10+ years of experience in Customer Experience, Customer Success, Support, or related leadership roles
Proven 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 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, 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.

Responsibilities

The full customer lifecycle: onboarding, program management and execution, adoption, support and working with sales for Renewal and expansion
A clear CX strategy and operating model (human vs. automation, personalization vs. scale)
Time-to-value, adoption depth, and expansion readiness
Voice of the customer advocacy and qualitative insight
A 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 precise
Escalation playbooks and risk mitigation frameworks
Cross-functional alignment with Product, Engineering, Sales, and Marketing
Proactive churn prevention and predictive experience signals
Working through the build out of a leading a high-performance CX organization