- Define the CX strategy, team structure, and operating model as we scale through Series A and beyond
- Build and own the playbooks, processes, and tooling that drive consistent onboarding, adoption, and expansion across all customer segments
- Establish clear metrics and reporting for customer health, retention, expansion, and team performance
- Partner closely with Sales, Product, and Engineering leadership to align on customer outcomes and feed insights back into the roadmap
- Personally lead or support engagement with strategic accounts
- Guide enterprise engineering teams through technical onboarding
- Serve as an executive-level point of contact for key customers and escalation situations
- Identify and drive expansion opportunities within existing accounts in close partnership with Account Executives
- Hire, coach, and develop CX Engineers as the team grows
GitKiCADCI/CD+1 more