Head of Customer Experience and Activation (AirOps)

About AirOps

AirOps 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 scale
• Personalize landing pages for paid ads and lifecycle to drive improvements in CVR and ROAS
• Build and orchestrate AI workflows that improve CX and sales efficiency

Our 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 Own

We 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 support
• Lead and optimize all customer-facing functions to ensure seamless customer journeys and maximize customer lifetime value
• Drive the evolution of our customer experience metrics, including NPS, CSAT, churn rate, and expansion revenue
• Design and implement scalable onboarding and implementation processes, using the AirOps platform and AI to automate and drive efficiency wherever practical
• Develop and manage professional services offerings to drive customer value and additional revenue streams
• Start 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 resources
• Collaborate closely with product, sales, and marketing teams to ensure alignment on customer needs and feedback

Your Experience:

• 8+ years of experience in customer-facing leadership roles, with a focus on SaaS or AI platforms
• Proven track record of building and scaling customer success, professional services, and support functions
• Experience in pre-sales/sales engineering, preferably in a technical or AI-driven product environment
• Strong understanding of customer onboarding and implementation best practices for complex software solutions
• Track record of driving customer retention and expansion in B2B environments
• At least 2 years of people management experience, including building and managing both technical and non-technical offshore teams
• Experience in developing and executing professional services strategies
• Strong analytical skills with the ability to translate customer and operational data into actionable insights
• Engineering background a plus
• Experience with AI techniques including prompt engineering and retrieval a plus
• Prior startup experience a strong plus

About You

• You have a deep understanding of the entire customer lifecycle and how to optimize each stage
• You're passionate about creating exceptional customer experiences and driving customer advocacy
• You spike on automating processes in ways that lead to both better customer experiences and lower costs
• You have a strategic mindset but aren't afraid to dive into operational details when needed
• You're adept at balancing customer satisfaction with business profitability and growth
• You have excellent communication skills and can effectively interface with both technical and non-technical stakeholders
• You're a natural leader who can inspire and develop high-performing teams
• You're comfortable with ambiguity and thrive in fast-paced, evolving environments
• You have a data-driven approach to decision making and a continuous improvement mindset
• You're fascinated with how AI can be used to transform customer experiences
• You have willingness to travel up to 2-3 weeks per quarter to meet with key customers and attend industry events

What We Offer

• Competitive salary and early startup equity
• Top of the line health, dental, and vision insurance
• 401k plan
• Provide 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! 🤓 🚀