Head of Customer Experience and Activation

7 days ago

San Francisco, California, United States Unusual Ventures Full time

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

  • Head of Customer Service

    3 weeks ago

    San Francisco, California, United States Rupa Full time

    Head of Customer ServiceSan Francisco or Remote / Operations / Full-time ???? A little about Rupa The future is personalized, root cause healthcare.makes lab testing simple. We turn an archaic 15 hour-a-week process into a delightful 15 min task for doctors, nurses, and even acupuncturists ordering lab testing for their patients.Lab testing is the key to a...

  • Head of Customer Success

    3 weeks ago

    San Francisco, California, United States Origin Full time

    About Origin Origin is reimagining wealth management by making it accessible and affordable to all. Today, money is the [#1] source of stress - more than jobs, health, and relationships combined. That stress is exacerbated in the current economic environment, which is presenting people with once-in-a-generation financial challenges. Origin is tackling this...

  • Head of Customer Success

    1 month ago

    San Francisco, California, United States Prelay Full time

    Prelay's Team Selling platform helps the world's fastest-growing technology companies surpass their revenue goals. In a distributed world, revenue teams need better ways of running large, complex deals, without fumbling deliverables or context that can result in delays and slippage. We bring people and process together in one platform that integrates with...

  • Head of Customer Success

    3 weeks ago

    San Francisco, California, United States nodaFi Full time

    Note: This is a full-time on-site role with the nodaFi team in San Francisco, CA. We're looking for someone who is excited about the opportunity to play a large role in shaping the CS organization and the company culture as we continue to grow quickly. Why: The Problem One of the most critical industries in our society is currently plagued by 3 billion hours...

  • Customer Experience Associate

    3 weeks ago

    San Francisco, California, United States Benepass Full time

    **Customer Experience Associate** at Benepass Remote **Benepass** **Who We Are** Benepass is remote-first team making benefits magical. At Benepass, we believe that the future of employer benefits is flexibility. Benepass supports thousands of global employees in 30 countries and counting. Were backed by leading VCs including Gradient (Googles AI venture...

  • Manager, Customer Experience and Services Operations

    3 weeks ago

    San Francisco, California, United States Postman Full time

    Who Are We?Postman is the world's leading API platform, used by more than 30 million developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better...

  • Head Cheer Coach

    3 weeks ago

    San Francisco, California, United States California Department of Education Full time

    Requirements / QualificationsJob SummaryJob SummaryMercy High School, Burlingame Cheer Position Description Job Title:Head Cheer Coach Department:Student Life Reports To: Athletic Director FLSA Status: Exempt/Hourly Employee Prepared By:Kelly Hickey Preparation Date: February 5, 2024 Summary: Within the context of the tradition and charism of the Sisters of...

  • Customer Experience

    3 weeks ago

    San Francisco, California, United States NexHealth Full time

    **Customer Experience Manager (SMB)** at NexHealth San Francisco, California, United States We connect patients, doctors, and developers to accelerate healthcare innovation. Our customers range from independent doctors offices like Grand Street Dental to public tech companies like SmileDirectClub. We help doctors modernize their businesses, help developers...

  • Director of Customer Experience San Francisco, CA

    3 weeks ago

    San Francisco, California, United States Everlane Full time

    Head of Client ExperienceJoin Everlane's team in San Francisco. At Everlane, we strive to make the best choice as simple as putting on an exceptional T-shirt. Our mission is to collaborate with ethical factories worldwide, use top-notch and sustainably sourced materials, and disclose the true cost of every item we produce. However, there is still much work...

  • Head of Sales

    3 weeks ago

    San Francisco, California, United States Waydev Full time

    [Full Time] Head of Sales at Waydev (United States) | BEAMSTART Jobs Head of Sales Waydev United StatesDate Posted31 Oct, 2022Work LocationSan Francisco, United StatesSalary OfferedNot SpecifiedJob TypeFull TimeExperience Required3+ yearsRemote WorkYesStock OptionsYesVacancies1 availableJob description:Waydev is looking for a Head of Sales to lead...

  • Head of Fund Administration Customer Success

    3 weeks ago

    San Francisco, California, United States Carta Full time

    The Company Youll JoinCarta is a platform that helps people manage equity, build businesses, and invest in the companies of tomorrow. Our mission is to unlock the power of equity ownership for more people in more places.Carta is trusted by more than 40,000 companies and over two million people in nearly 160 countries to manage cap tables, compensation, and...

  • Head of Engineering

    3 weeks ago

    San Francisco, California, United States Speak LLC Full time

    [Full Time] Head of Engineering at Speak (United States) | BEAMSTART Jobs Head of Engineering Speak United States Date Posted 30 Nov, 2022 Work Location San Francisco, United States Salary Offered Not Specified Job Type Full Time Experience Required No experience required Remote Work No Stock Options No Vacancies 1 available About this role Were looking for...

  • Head Of Demand Generation

    3 weeks ago

    San Francisco, California, United States Wallarm Full time

    Were looking for a strategic, data-driven, and ambitious Head of Demand Generation who will own inbound sales pipeline generation and revenue growth.As a key marketing leader in our go-to-market organization, you will be responsible for the scalable, predictable and repeatable process of generating demand across both our self-serve and sales-led channels.The...

  • Head of Investor Relations

    3 weeks ago

    San Francisco, California, United States Selby Jennings Full time

    Exciting Opportunity for a Head of Investor Relations:An innovative Hedge Fund based in San Francisco is seeking a dynamic individual to lead their Investor Relations team.Key Responsibilities for Head of Investor Relations:- Support fundraising initiatives by creating impactful presentation materials and analyses for engaging with investors- Enhance...

  • Head of School

    3 weeks ago

    San Francisco, California, United States Magnet Schools of America Full time

    Middle and High School Principal/Head of School Now hiring: ambitious, motivated, creative educational leaders in San Francisco.Are you tired of false alternatives in education? Are you unwilling to accept a curriculum with either a religious or a political agenda? Unwilling to sacrifice either academic excellence or emotional well-being? Come build the...

  • Head of Compliance

    3 days ago

    San Francisco, California, United States Cardless Full time

    At Cardless, we're building a credit card and loyalty platform that consumer businesses use to engage their customers. We've launched 9 credit cards, including for the largest mall operator in the U.S. and the largest airline in South America. We help businesses bring imaginative card programs to life, and have pioneered technology to embed credit card...

  • Head of Fraud

    3 weeks ago

    San Francisco, California, United States Atlas, Inc. Defunct Full time

    [Full Time] Head of Fraud at Atlas (United States) | BEAMSTART Jobs Head of Fraud Atlas United StatesDate Posted07 Oct, 2022Work LocationSan Francisco, United StatesSalary OfferedNot SpecifiedJob TypeFull TimeExperience Required6+ yearsRemote WorkNoStock OptionsNoVacancies1 availablePoint is creating the next generation American Express by building a modern...

  • Head of Community Engineering

    3 weeks ago

    San Francisco, California, United States Cash App Investing LLC Full time

    Head of Community Engineering (Server) San Francisco, CA, USA Employees can work remotely Full-time Alternate Location: Toronto, CanadaCompany DescriptionTt all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app, bringing a better...

  • Head of Fraud

    3 weeks ago

    San Francisco, California, United States Point Defunct Full time

    [Full Time] Head of Fraud at Point (United States) | BEAMSTART Jobs Head of Fraud Point United StatesDate Posted31 Aug, 2022Work LocationSan Francisco, United StatesSalary OfferedNot SpecifiedJob TypeFull TimeExperience Required6+ yearsRemote WorkNoStock OptionsNoVacancies1 availablePoint is creating the next generation American Express by building a modern...

  • Head of Revenue

    3 weeks ago

    San Francisco, California, United States Pilot AI Full time

    [Full Time] Head of Revenue at Pilot AI (United States) | BEAMSTART Jobs Head of Revenue Pilot AI United StatesDate Posted29 Dec, 2022Work LocationSan Francisco, United StatesSalary Offered$100 — $180 yearlyJob TypeFull TimeExperience Required3+ yearsRemote WorkYesStock OptionsYesVacancies1 availableSummary We are looking for a Head of Revenue who will own...