Head of Customer Experience and Activation (AirOps)

About AirOpsAirOps is the platform teams use to build scalable AI growth engines. We let you build and launch AI workflows that use the best AI models, techniques, and data sources to drive profitable growth. All without a dev team.Teams use AirOps to:Create automated content engines that generate organic traffic at scalePersonalize landing pages for paid ads and lifecycle to drive improvements in CVR and ROASBuild and orchestrate AI workflows that improve CX and sales efficiencyOur founding team has owned growth, product, and engineering at MasterClass, Bungalow, and Teespring. We’re backed by awesome investors, including Unusual Ventures, Wing VC, Founder Collective, XFund, Village Global, and Alt Capital.We are a proudly global organization with team members across in-person hubs in San Francisco, New York City, and Montevideo, Uruguay.What You'll OwnWe are looking to elevate our customer experience by bringing on a world-class Head of Customer Experience and Services. Our ideal candidate has a proven track record in driving customer satisfaction, retention, and revenue growth in both scaleup and startup environments, and brings together strategic thinking, operational excellence, and a strong customer-centric approach.Responsibilities:Develop and execute our comprehensive customer experience strategy, encompassing pre-sales, onboarding, implementation, professional services, customer success, and supportLead and optimize all customer-facing functions to ensure seamless customer journeys and maximize customer lifetime valueDrive the evolution of our customer experience metrics, including NPS, CSAT, churn rate, and expansion revenueDesign and implement scalable onboarding and implementation processes, using the AirOps platform and AI to automate and drive efficiency wherever practicalDevelop and manage professional services offerings to drive customer value and additional revenue streamsStart as a lean and mean team of 1, but then build high-performing and efficient teams our pre and post-sales functions, including the right mix of offshore and outsourced resourcesCollaborate closely with product, sales, and marketing teams to ensure alignment on customer needs and feedbackYour Experience:8+ years of experience in customer-facing leadership roles, with a focus on SaaS or AI platformsProven track record of building and scaling customer success, professional services, and support functionsExperience in pre-sales/sales engineering, preferably in a technical or AI-driven product environmentStrong understanding of customer onboarding and implementation best practices for complex software solutionsTrack record of driving customer retention and expansion in B2B environmentsAt least 2 years of people management experience, including building and managing both technical and non-technical offshore teamsExperience in developing and executing professional services strategiesStrong analytical skills with the ability to translate customer and operational data into actionable insightsEngineering background a plusExperience with AI techniques including prompt engineering and retrieval a plusPrior startup experience a strong plusAbout YouYou have a deep understanding of the entire customer lifecycle and how to optimize each stageYou're passionate about creating exceptional customer experiences and driving customer advocacyYou spike on automating processes in ways that lead to both better customer experiences and lower costsYou have a strategic mindset but aren't afraid to dive into operational details when neededYou're adept at balancing customer satisfaction with business profitability and growthYou have excellent communication skills and can effectively interface with both technical and non-technical stakeholdersYou're a natural leader who can inspire and develop high-performing teamsYou're comfortable with ambiguity and thrive in fast-paced, evolving environmentsYou have a data-driven approach to decision making and a continuous improvement mindsetYou're fascinated with how AI can be used to transform customer experiencesYou have willingness to travel up to 2-3 weeks per quarter to meet with key customers and attend industry eventsWhat We OfferCompetitive salary and early startup equityTop of the line health, dental, and vision insurance401k planProvide you with the tools and resources you need to be productive (new laptop, equipment, you name it)A fun-loving and (just a bit) nerdy team that loves to move fast!

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