Vice President, Customer Experience

Semgrep•San Francisco, CA

3d•Hybrid

About The Position

Semgrep is seeking a VP of Customer Experience to lead the full post-sales journey for its customers. This role will oversee Deployment Engineering, Technical Account Management, Technical Support, and Renewals, with the goal of ensuring customer success with Semgrep. The position offers a unique opportunity to build a world-class customer organization within a technically deep product company serving sophisticated customers. The VP will report to the global revenue leader and collaborate closely with Product and Engineering teams to define the standard for enterprise developer security customer experience.

Requirements

8+ years of experience in post-sales leadership, with direct ownership of at least two of: Deployment Engineering, TAM, Support, or Renewals.
Deep technical fluency, with the ability to credibly lead teams working in complex developer environments.
Familiarity with CI/CD, static analysis, AppSec, or developer tooling is a strong plus.
Proven track record of building and scaling customer experience organizations in B2B SaaS, ideally in developer tools, security, or infrastructure.
Experience navigating a product transition, leading a team through a shift in how customers buy, deploy, or use a product.
Strong operational instincts, including building systems, defining metrics, and holding teams accountable to outcomes.
Executive presence and clear communication skills, comfortable presenting to the board and partnering with the CRO.
Experience at a company scaling through the $50M–$200M ARR range is a strong advantage.

Nice To Haves

Familiarity with CI/CD, static analysis, AppSec, or developer tooling.

Responsibilities

Build and lead the Deployment Engineering team responsible for deploying Semgrep into complex enterprise environments, including custom CI/CD pipelines, monorepos, and bespoke security workflows.
Enhance the organization's capability to handle increasingly sophisticated customer deployments as Semgrep integrates more deeply into customer systems.
Partner with Product and Engineering to integrate deployment learnings into platform improvements.
Manage the leader of the Technical Account Manager (TAM) team, who act as trusted technical advisors to strategic accounts.
Define high-quality technical partnership standards, including QBR programs, adoption milestones, and proactive risk management.
Develop a TAM model that aligns with customer segments and complexity for optimal coverage and cost-efficiency.
Oversee the end-to-end customer support function, from ticket triage to escalation management and SLA delivery.
Build scalable processes and tooling for the support function as the customer base grows, maintaining response quality.
Establish a feedback loop between Support and Product/Engineering to systematically reduce recurring issues.
Lead the Renewals Account Management team to ensure on-time, full-value contract renewals.
Foster tight coordination between Renewals, TAMs, and Sales to identify and act on customer health signals early.
Own gross and net retention metrics across the business, reporting progress directly to the CRO.
Act as the voice of the customer in executive and product planning discussions.
Partner with Sales to ensure seamless customer handoffs and aligned expansion strategies.
Collaborate with Product on the customer feedback loop, influencing the roadmap with real-world deployment data.
Work with Marketing on customer references, case studies, and community programs.