RVP Customer Experience, Americas

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $250k - $285k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

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Claroty

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🍽️ Food & Beverage

🏭 Manufacturing

📦 Logistics

Food & Beverage • Manufacturing • Logistics

Claroty is a cybersecurity company that specializes in securing mission-critical infrastructure through its indusry-centric platform designed for cyber-physical systems (CPS). Their platform offers extensive asset visibility and a wide array of solutions including exposure management, network protection, secure access, and threat detection, tailored for sectors like healthcare, industrial cybersecurity, and critical infrastructure. Claroty serves a global client base from its headquarters in New York City, deploying its solutions across various industries worldwide.

📋 Description

• Lead and scale the regional Customer Experience organization across the Americas • Oversee Customer Success and Technical Account Management through a unified regional pod structure • Execute regional CX strategies to maximize retention, satisfaction, and long-term expansion • Translate global objectives into regional execution plans and operational excellence • Drive organizational planning, workforce development, and scaling initiatives • Align CS and TAM teams around shared objectives and measurable customer value • Oversee the end-to-end customer lifecycle from onboarding through renewal • Serve as executive sponsor for strategic accounts • Partner with Sales to mitigate risk and drive expansion opportunities • Act as the primary regional executive sponsor and escalation point for high-stakes customer friction • Own executive communication and crisis mitigation • Align Product, Engineering, Support, Sales, and Data teams to resolve technical health issues, deployments, and operational challenges • Collaborate with Product and Support to ensure the voice of the customer informs the product roadmap • Lead two Directors of Customer Experience • Report directly to the EVP Customer Experience • Own Customer Success and Technical Account Management performance across North America and Latin America • Drive performance against GRR, NRR, CSAT, GTM alignment, team engagement, leadership development, deployment quality, ongoing care, maintenance, and internal standards

🎯 Requirements

• 10+ years in CX leadership (CS, TAM, or Professional Services) within cybersecurity or enterprise software • 8+ years managing managers and multi-layered, technical, and business-focused organizations • Proven track record of scaling teams and driving GRR/NRR in high-growth environments • In-depth knowledge of OT/ICS terminology and fundamental knowledge of critical infrastructure environments and the Americas market (NAM/LATAM) • Technical background with cybersecurity products within OT/ICS environments • In-depth knowledge of networking and cybersecurity principles • CISSP and/or CISM • Knowledge of cybersecurity frameworks and standards, specifically ISA/IEC 62443, NIST SP 800-82, and NERC CIP

🏖️ Benefits

• Variable compensation components such as equity or bonuses • Broader total rewards package details shared prior to interviews • Equal-opportunity employer committed to a diverse and inclusive work environment • Special accommodations available upon request in all selection phases