Head of Customer Experience

7AI, Inc.

Job Overview

Location

Boston, MA

Job Type

Full-time

Full Job Description

📋 Description

• As the Head of Customer Experience at 7AI, Inc., you will be instrumental in shaping and scaling our customer-centric approach during a period of rapid growth, following our record-breaking Series A funding. Our core mission is to deliver unparalleled value to our customers, fostering a deep sense of partnership and ensuring every customer becomes a vocal advocate for our solutions. We are committed to achieving 100% reference-ability, a goal that requires exceptional leadership and a relentless focus on customer success.
• In the dynamic cybersecurity market, trust is paramount and is built on tangible results and a superior customer journey. Your role will be to lead the design and ownership of the end-to-end customer experience, from the initial post-sale engagement through to the realization of long-term value. This is a strategic and hands-on position that sits at the critical intersection of Product, Operations, AI Security Engineering, Services, and Data teams, with the customer relationship always at the forefront.
• The Customer Experience team you will build and lead will manage the entire customer lifecycle. This includes overseeing program leadership from the moment a deal is closed, guiding our most complex enterprise accounts towards successful outcomes, and ensuring seamless adoption and ongoing value realization. You will be responsible for translating customer objectives into actionable success plans, aligning internal teams to execute these plans, and working collaboratively with customers to achieve their goals.
• A key aspect of your role will be to maintain rigorous visibility into customer progress and impact, using data to drive decisions and interventions. When performance targets are met, you will be expected to elevate our standards and identify opportunities for further improvement. Conversely, when targets are at risk, you will be empowered to mobilize the organization to implement corrective actions and ensure customer success.
• As our customers mature in their use of 7AI, you will proactively evolve our engagement strategies, objectives, and the scope of value they derive from our platform. You will hold end-to-end accountability for delivering meaningful, measurable outcomes that solidify customer loyalty and drive expansion. Ultimately, fostering customer value and cultivating deep customer affection is the heart and soul of this pivotal role.
• You will own the critical journey that transforms customer aspirations into tangible realities, ensuring they leverage 7AI to achieve their desired outcomes. This involves:
• Overseeing the complete customer lifecycle, encompassing onboarding, program management and execution, driving adoption, managing support, and collaborating with Sales for renewals and expansion opportunities.
• Developing and implementing a clear, scalable CX strategy and operating model that balances human interaction with automation, and personalization with efficiency.
• Maximizing customer time-to-value, ensuring deep product adoption, and preparing customers for expansion opportunities.
• Championing the Voice of the Customer internally, gathering qualitative insights, and translating them into actionable improvements.
• Establishing a revenue-linked CX cadence and scoreboard that tracks key metrics such as customer adoption, satisfaction, and retention signals.
• Designing and implementing AI-augmented support systems and human-in-the-loop workflows that are both fast and precise, enhancing the customer experience.
• Developing robust escalation playbooks and risk mitigation frameworks to address potential challenges proactively.
• Fostering strong cross-functional alignment and collaboration with Product, Engineering, Sales, and Marketing teams to ensure a unified customer approach.
• Implementing proactive churn prevention strategies and developing predictive experience signals to identify and address potential issues before they impact customers.
• Leading the build-out of a high-performance, world-class CX organization, attracting and retaining top talent.
• This role demands a leader who is a pure advocate for customers, possessing the drive and influence to overcome obstacles and ensure our customers achieve their objectives.

🎯 Requirements

• 10+ years of experience in Customer Experience, Customer Success, Support, or related leadership roles.
• Proven experience building or rebuilding a CX function from 0 → 1, including strategy, team, tooling, and operating model development.
• Prior experience in a fast-growth startup environment; cybersecurity background is a must.
• Experience designing and scaling onboarding and time-to-value systems.
• Strong operational skills with a track record of implementing automation and AI-assisted workflows.
• Demonstrated success influencing Product, Engineering, Sales, and GTM teams without direct authority.
• Experience managing executive-level escalations and high-stakes customer relationships.
• Data-fluent: comfortable defining KPIs, building dashboards, and translating insights into actionable strategies.
• Proven ability to hire, lead, and scale high-performing CX teams.
• Boston-based, available to be in the office 4 days a week, working with an incredibly committed team.

🏖️ Benefits

• Competitive salary and equity package commensurate with experience and the impact of the role.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) and company holidays.
• Opportunity to build and shape a critical function in a rapidly scaling, well-funded cybersecurity company.
• Professional development and growth opportunities.
• Collaborative and innovative work environment with a passionate team dedicated to customer success.

Skills & Technologies

Onsite

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7AI, Inc.

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About 7AI, Inc.

7AI, Inc. develops the Agentic Security Platform, an AI-powered solution that leverages swarming AI agents to automate and enhance cybersecurity operations for enterprises. Their platform empowers Security Operations Centers (SOCs) by handling the full lifecycle of security tasks, from intelligent alert processing and end-to-end investigations to automated remediation and proactive threat hunting. By offloading repetitive 'run' work, 7AI frees up security analysts to focus on strategic 'grow and transform' initiatives, significantly reducing manual effort and preventing burnout. The platform has demonstrated remarkable results, with DXC Technology reporting an 80% reduction in tier 1 analyst time and a 95-99% reduction in tickets requiring human review, reclaiming substantial productivity and cost savings for organizations.

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