RVP Customer Experience, Americas

RVP Customer Experience

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.

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.

What you need to succeed in this role:

• 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.

Organizational Scope

• 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.

Claroty empowers organizations to protect the mission-critical infrastructure that underpins modern life. The AI-powered Claroty Platform serves as the single source of operational truth, providing the deepest visibility and broadest protection across cyber-physical systems (CPS), leveraging five core solutions: asset inventory, exposure management, network protection, secure access, and threat detection. Claroty helps organizations operationalize CPS protection…