Head of Customer Experience

Tutor Intelligence • Watertown, MA

2d • $125,000 - $180,000

About The Position

Tutor Intelligence is seeking a leader to manage the entire customer journey, from system deployment to long-term partnership and expansion. This role involves leading a team of Forward Deployed Engineers who are the primary customer liaisons. The core objective is to ensure customer retention by transforming current reactive problem-solving into scalable, systematic processes. This is a building role focused on creating robust systems, playbooks, and early-warning mechanisms to ensure customer loyalty and operational excellence without constant direct intervention. The position requires technical credibility to engage with customer engineers, manage debugging efforts, and distinguish critical issues from routine ones. The ideal candidate will excel at mobilizing teams, maintaining customer confidence during challenges, and ensuring permanent solutions to recurring problems. This role operates at the intersection of operations, product, and customer partnership, with a focus on building scalable teams and systems.

Requirements

• Technical credibility to gain trust with engineers, quarterback debugging efforts, and identify critical issues.
• Ability to mobilize the right people quickly.
• Skill in owning customer confidence through difficult situations.
• Focus on ensuring underlying problems are solved permanently.
• Experience in building teams and systems for operations, product, and customer partnership at scale.

Nice To Haves

• Experience in a building role, not just maintenance.
• Experience turning reactive, instinct-driven responses into scalable functions.
• Experience creating playbooks, early-warning signals, and developing leaders.

Responsibilities

• Own customer retention as the company scales, ensuring customers are kept through critical early-life windows, occasional flare-ups, and long steady states.
• Build and develop the Forward Deployed Engineer team and their leaders, enabling them to run launches and customer saves excellently.
• Design and implement playbooks for high-intensity periods, including the initial weeks of a live system and rapid response to at-risk customer relationships, making these processes repeatable.
• Establish early-warning systems, such as health signals, reviews, and cadences, to identify at-risk accounts proactively.
• Collaborate with engineering and operations to provide rapid support to customer sites and ensure that lessons learned from the field are integrated back into the product and playbooks to prevent recurring issues.
• Act as the senior customer advocate in internal roadmap and prioritization discussions, translating field realities into structured product insights.
• Partner with Account Executives on expansion opportunities, leveraging operational success and earned trust to drive growth.

What This Job Offers

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