Vice President, Customer Experience

About Semgrep

Semgrep, the leader in code security for builders, empowers invention without friction. Teams catch, flag, and fix real issues before they ship, powered by security that learns as they build. Semgrep secures code as it’s written and provides guardrails that pave the road for developers to move fast and stay secure. Built for builders and trusted by security, Semgrep lives where developers work, delivering fixes without breaking flow, and giving security teams visibility, control, and confidence.

Semgrep gets smarter as you build, with AI that learns your context to cut false positives and prioritize reachable vulnerabilities, validated by 95% of security reviewers across 6M+ findings. Semgrep makes zero false positives a reality with App Sec teams triaging 80% fewer false positives across Code and Supply Chain, dramatically shrinking the backlog.

Founded in San Francisco and backed by Menlo Ventures, Felicis Ventures, Lightspeed Venture Partners, Redpoint Ventures, and Sequoia Capital, Semgrep is recognized by Gartner in Application Security Testing and is trusted by leading organizations, including Vanta, Lyft, and Dropbox. Learn more .

We're at an inflection point. Semgrep has evolved from a powerful developer security scanning technology, into a platform that customers are embedding at the center of their entire application security program. That shift changes what great customer experience looks like — and we need a VP to lead the organization through it.

As VP of Customer Experience, you'll own the full post‑sales journey for every Semgrep customer. You'll lead four critical functions:
Deployment Engineering, Technical Account Management, Technical Support, and Renewals — unifying them around a single mission: making every customer extraordinarily successful with Semgrep.

This is a rare opportunity to build a world‑class customer organization at a company where the product is technically deep, the customers are sophisticated, and the stakes are high. You'll work directly with the global revenue leader, collaborate closely with Product and Engineering, and set the standard for what enterprise developer security customer experience looks like.

• Build the team responsible for deploying Semgrep into complex enterprise environment—custom CI/CD pipelines, monorepos, and bespoke security workflows.
• Drive the organization’s capability to handle increasingly sophisticated customer deployments as Semgrep moves from semi‑out‑of‑the‑box to deeply integrated configurations.
• Partner with Product and Engineering to feed deployment learnings back into platform improvements.

• Manage the leader of the TAM team, who serve as trusted technical advisors to Semgrep’s most strategic accounts.
• Define what high‑quality technical partnership looks like at scale—including Q  programs, adoption milestones, and proactive risk management.
• Build a TAM model that maps to customer segment and complexity, ensuring the right coverage at the right cost.

• Own the customer support function end‑to‑end — from inbound ticket triage to escalation management and SLA delivery.
• Build processes and tooling that scale as the customer base grows, without sacrificing response quality.
• Establish a feedback loop between Support and Product/Engineering to systematically reduce recurring issues.

• Lead the Renewals Account Management team responsible for on‑time, full‑value contract renewals.
• Build tight coordination between Renewals, TAMs, and Sales to ensure health signals are surfaced early and acted on.
• Own gross and net retention metrics across the business, reporting progress directly to the CRO.

• Serve as the voice of the customer in executive and product planning conversations.
• Partner with Sales to ensure seamless handoffs and aligned expansion motions.
• Collaborate with Product on the customer feedback loop, shaping the roadmap with real‑world deployment data.
• Work with Marketing on customer references, case studies, and community programs.

• 8+ years of experience in…