DescriptionWe're growing and looking to hire a
RVP Customer Experience who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.
About the Role: The RVP Customer Experience - Americas will lead and scale the regional CX organization, overseeing Customer Success (CS) and Technical Account Management (TAM). This leader will manage a regional pod structure designed to unify these functions, ensuring a seamless, customer-centric lifecycle and superior outcomes across the Americas.
Leading a large team, including two Directors - the RVP will drive adoption, retention, and growth. As a key member of the CX leadership team, you will partner cross-functionally with Sales, Product, Support, and Executive leadership to execute global strategies through localized regional excellence.
ResponsibilitiesAs a RVP Customer Experience, your impact will be: Strategy & Leadership- Execute regional CX strategies that maximize retention, satisfaction, and long-term expansion.
- Translate global objectives into high-impact regional execution plans and operational excellence.
- Drive organizational planning, workforce development, and scaling initiatives to support growth.
Execution & Alignment- Unify CS and TAM teams around shared business objectives and measurable customer value, through deep product fluency and OT security expertise.
- Oversee the end-to-end lifecycle, from onboarding through renewal, as an executive sponsor for strategic accounts.
- Partner with Sales to mitigate risk and drive expansion opportunities.
- Executive Escalation Leadership: Act as the primary regional executive sponsor and escalation point for high-stakes customer friction, owning executive communication and crisis mitigation.
Cross-Functional Orchestration: - Drive de-escalation by aligning internal teams - including Product, Engineering, Support, Sales, and Data - to unblock technical health issues, deployments, stabilize operations and protect revenue.
- Collaborate with Product and Support to ensure the "voice of the customer" informs the product roadmap.
RequirementsWhat you need to succeed in this role:- 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 the OT/ICS environments, as well as in-depth knowledge of networking and cybersecurity principles.
- CISSP and/or CISM
- Knowledge of the core cybersecurity frameworks and standards, specifically against SA/IEC 62443, NIST SP 800-82, and NERC CIP.
Organizational Scope- Reports directly to the EVP Customer Experience.
- Leads two Directors of Customer Experience.
- Responsible for Customer Success and Technical Account Management performance across North America and Latin America.
Success Measures- Key Metrics: Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and CSAT.
- Execution: Successful Alignment with GTM teams in the Americas
- Talent: High levels of team engagement and effective leadership development.
- Delivery: Quality deployments, ongoing care, and maintenance.
- Standards & Process: Adherence to and input against internal standards and processes.
The expected base salary range for this role is between $250,000 - $285,000, determined by objective criteria including skills, qualifications, and experience level. This range represents base salary only and does not include variable compensation components such as equity or bonuses. Details regarding the broader total rewards package will be shared prior to interviews.
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