[Hiring] RVP Customer Experience @Claroty

Role Description

We’re growing and looking to hire a RVP Customer Experience who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity. 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.

As 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.
• Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all.
• We encourage applications from candidates of ALL backgrounds, and special accommodations are available upon request in all selection phases.