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.

Claroty is a global leader in cyber-physical systems (CPS) protection, dedicated to securing the critical infrastructure that keeps the world running. We’re a fast-growing, award-winning team where innovation meets purpose—and we want you to help us define the future of cybersecurity.

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.

Requirements:

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.