RVP Customer Experience, Americas

Claroty

New York (NY)

On-site

USD 250,000 - 285,000

Full time

14 days+

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Job summary

Claroty is seeking a RVP Customer Experience for the Americas to lead and scale the regional CX organization, uniting Customer Success and Technical Account Management under one regional pod. This senior leader will drive adoption, retention, and growth while partnering with Sales, Product, Support, and Executive leadership to execute globally-informed strategies locally.

You will oversee a multi-team structure, mentor two Directors, and ensure seamless customer journeys across North America and

Qualifications

10+ years leading CX, CS, TAM or services in cybersecurity or enterprise software.
8+ years managing managers and multi-layered teams.
Proven track record scaling teams and driving GRR/NRR.
Deep OT/ICS knowledge and Americas market experience.
Technical background with cybersecurity products in OT/ICS and networking knowledge.

Responsibilities

Strategy & Leadership: Execute regional CX strategies maximizing retention and expansion.
Execution & Alignment: Unify CS and TAM with shared objectives and product fluency.
Cross-Functional Orchestration: Align Product, Engineering, Support, Sales and Data to unblock issues.

Skills

CX leadership

Team scaling

Executive sponsorship

Cross-functional leadership

OT/ICS terminology

Cybersecurity domain knowledge

NAM/LATAM market

Networking knowledge

CISSP/CISM

Job 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 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.

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 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 through a programmatic approach designed to reduce risk, maintain operational integrity, and meet compliance-wherever in the cloud with Claroty xDome or on-premise with Claroty Continuous Threat Detection (CTD). Claroty is deployed by hundreds of organizations at thousands of sites globally. The company is headquartered in New York City and has a presence in Europe, Asia-Pacific, and Latin America. To learn more, visit claroty.com.

The expected base salary range for this role is between $250,000 - $285,000, determined by objective criteria including skills, qualifications, and experience level. This range represents base salary only and does not include variable compensation components such as equity or bonuses. Details regarding the broader total rewards package will be shared prior to interviews. Claroty is an equal-opportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL backgrounds, and special accommodations are available upon request in all selection phases.