Customer Experience Strategy Lead - AI Integration

The Cato CX team is seeking a highly technical, strategically minded CX Strategy Lead to own and drive the integration of AI Security (AI-powered operations) into Cato's customer-facing delivery model. This leader will initially be responsible for the definition and operationalization of the post-sales functions related to Cato's AI Security product line
-deeply understanding the product, defining required processes, and shaping how we deliver value to customers through AI Security capabilities.

Initially, this role will serve as the central orchestrator for AI Security across Professional Services and Customer Success, including dotted-line leadership of the AI Security-focused ICs (PS and CS). Over time, the function will evolve into a broader Customer Experience Strategy capability, responsible for cross-organizational best practices, workflow design, and technology-enabled process improvements.

This position is ideal for someone with a background as a Solutions Architect, Technical Program Manager, or similar role in Cybersecurity, Networking, or AI/ML-driven platforms. The candidate must be able to think strategically, design at scale, and operate hands-on with complex products and customer-delivery processes.

We're looking for exceptional candidates that express the following traits

* Curiosity - you have a desire to truly understand our customers' business needs.

* Creativity - you can find a sustainable path to yes.

* Empathy - you connect at a human level with our customers and you genuinely care

Key Responsibilities

AI Security Focus (Initial 6-12 months)

* Develop an end-to-end understanding of the AI Security product, its technical capabilities, data model, and operational interactions with Cato's platform.

* Lead the design of AI Security-related delivery processes across PS and CS.

* Drive the creation of scalable enablement artifacts.

* Work closely with AI Security ICs and cross-functional teams to ensure operational readiness.

* Coordinate from strategy through execution across Product, R&D, PS, CS, and Support.

Cross-Functional Leadership (Dotted-Line Management)

* Provide operational leadership to AI Security-dedicated ICs without direct people management.

* Align ICs' work with the AI Security delivery strategy.

* Partner with PS, CS, and Product leaders to shape rollout and scaling.

Customer Experience Strategy (Long-Term Scope)

* Build the foundation for a CX Strategy function focused on process excellence and tech-enabled scalability.

* Own cross-org processes that define how we deliver value.

* Partner with Product on roadmap and feature readiness.

* Drive initiatives to reduce friction, increase adoption, and improve outcomes.

Qualifications

Must Have

* 8+ years in a technical, customer-facing role such as Solutions Architect, Consulting Engineer, or Technical PM.

* Strong background in Cybersecurity, Networking, Cloud/SASE, or AI platforms.

* Proven ability to design scalable processes and best practices.

* Strong cross-functional leadership and communication.

* Experience influencing without authority.

* Ability to understand complex systems and translate them into operational processes.

Nice to Have

* Experience launching or incubating new products.

* Background in CX, post-sales strategy, or operations.

* Familiarity with enterprise AI adoption.

* Ability to bridge technical and customer-facing teams.

A reasonable estimate of the salary for this role, at the time of posting, is $230,000 - $260,000. Cato operates from a high place of trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skill set, experience, location, training, and certifications. If your requirements fall outside of this range, you are still welcome to apply.

Cato provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Health Savings/Flexible Spending Accounts, flexible time-off, paid parental leave and disability benefits.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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