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Claroty is a global leader in cyber-physical systems (CPS) protection, securing critical infrastructure worldwide. The Regional VP of Customer Experience – Americas will lead and scale the regional CX organization across the Americas, overseeing Customer Success (CS) and Technical Account Management (TAM) functions.
In this role, you will manage a regional pod structure designed to unify CS and TAM, ensuring a seamless, customer-centric lifecycle and superior outcomes. You will lead a large team, including two direct-report Directors, driving adoption, retention, and growth across the region. 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.
Key responsibilities include:
- Building and scaling a high-performing regional CX organization
- Managing Directors overseeing Customer Success and Technical Account Management pods
- Driving customer adoption, retention, and expansion revenue
- Ensuring seamless customer lifecycle management and superior outcomes
- Cross-functional collaboration with Sales, Product, Support, and Executive teams
- Executing global CX strategies with regional customization
- Establishing metrics, processes, and best practices for the region
The ideal candidate embodies the company's core values: People First, Customer Obsession, Strive for Excellence, and Integrity. You bring executive leadership experience managing large teams, a track record of scaling customer success organizations, and the ability to drive both operational excellence and strategic growth.
