Head of Customer Experience

Tutor Intelligence • Watertown, MA

1d

About The Position

Tutor Intelligence is developing technology for robots in American factories and warehouses. Founded by MIT alumni and backed by significant investment, Tutor combines human and artificial intelligence to create innovative solutions. As an AI software company deploying its inventions directly into facilities, every aspect of Tutor's work has a tangible impact on the physical economy. This role is focused on leading the entire customer journey, from system go-live through building trust, problem-solving, and driving expansion. The Head of Customer Experience will lead the Forward Deployed Engineers, who are the primary customer liaisons, and will be responsible for customer retention. This is a foundational role focused on building scalable processes, playbooks, and early-warning systems to ensure customer success and loyalty, rather than relying on individual heroics. The position requires technical credibility to gain the trust of engineers, manage debugging efforts, and distinguish between routine issues and critical crises. The core skill is mobilizing the right people, managing customer confidence during difficult situations, and ensuring permanent solutions to problems.

Requirements

• Technically credible enough to earn the trust of a room full of engineers.
• Ability to quarterback a hard debugging effort.
• Ability to know the difference between a routine ticket and a genuine crisis.
• Elite skill in mobilizing the right people fast.
• Ability to own the customer's confidence through hard moments.
• Ability to ensure underlying problems get solved permanently rather than firefought again next month.
• Energized by building the team and the systems that make operations, product, and customer partnership work at scale.

Responsibilities

• Own customer retention as the company scales.
• Be accountable for keeping the customers we deploy with — through the critical early-life window, the occasional flare-up, and the long steady state in between.
• Build the team and the leaders. Hire, grow, and develop the Forward Deployed Engineers and the leaders beneath you so that launches and saves are run excellently by your people, not by you.
• Design and run the playbook for the high-intensity windows: the first weeks of a live system, and the rapid, well-coordinated response when a customer relationship is at risk.
• Stand up the early-warning systems. Health signals, reviews, and cadences that catch an at-risk account while there's still time to act, rather than discovering trouble when it's too late.
• Partner with engineering and operations to mobilize fast when a site needs deep help, and ensure the field's hardest-won lessons get harvested back into the product and the playbooks so the same problem doesn't recur.
• Be the senior voice of the customer in internal roadmap and prioritization conversations; translate field reality into structured product insight.
• Partner with Account Executives on expansion, where operational success and earned trust create natural openings for growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed