Digit7

Head of Customer Experience

Digit7

full-time

Posted on:

Location Type: Hybrid

Location: Boston • Massachusetts • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

Tech Stack

Cyber Security

About the role

  • Delivering value to customers and fostering team relationships
  • Designing and owning the end-to-end customer journey
  • Leading program management for successful outcomes
  • Translating customer goals into success plans and maintaining visibility into progress
  • Driving customer value and love while evolving 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 (strategy, team, tooling, and operating model)
  • Prior experience in a fast-growth startup environment; cybersecurity background a must
  • Experience designing onboarding and time-to-value systems that scale
  • Strong operator 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 insight into action
  • Proven ability to hire, lead, and scale high-performing CX teams
  • Pure advocate for customers with an ability to move mountains to get them what they need.
Benefits
  • A clear CX strategy and operating model (human vs. automation, personalization vs. scale)
  • Time-to-value, adoption depth, and expansion readiness
  • Voice of the customer advocacy and qualitative insight
  • A revenue-linked CX cadence and scoreboard (customer adoption, love and retention signals)
  • AI-augmented support and human-in-the-loop systems that feel fast and precise
  • Escalation playbooks and risk mitigation frameworks
  • Cross-functional alignment with Product, Engineering, Sales, and Marketing
  • Proactive churn prevention and predictive experience signals
  • Working through the build out of leading a high-performance CX organization
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experiencecustomer successprogram managementonboarding systemstime-to-value systemsautomationAI-assisted workflowsKPI definitiondashboard building
Soft Skills
team relationshipsinfluencing without authorityexecutive-level escalation managementhigh-stakes relationship managementcustomer advocacyleadershipscaling teams