RVP Customer Experience, Americas

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. Responsibilities 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 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. Requirements 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. About Claroty Claroty empowers organizations to protect the mission-critical infrastructure that underpins modern life. The AI-powered Claroty Pl