Head of Customer Experience

Note: though we are fully remote, we have an office in NYC you can work from!

We're hiring a Head of Customer experience to support our global customers.

Reporting to our VP of Revenue, you'll build and lead our entire Customer Experience function and work directly with some of the world's largest enterprises to fundamentally transform and accelerate the way thousands of developers build software. You'll develop scalable strategies that drive customer outcomes across enterprise accounts while building and enhancing both our customer success and support functions. You'll be the expert when it comes to deeply understanding the technical challenges of enterprise development teams, proactively anticipating their needs, and empowering a high-performing team that ensures our customers achieve transformational value with Ona.

Who we are

Five years ago, we set out to create a world where every software engineer is instantly ready-to-code. With over 1.5 million users, we are now the leading platform for standardized and automated development environments. In 2024, we quadrupled enterprise revenue, signed several seven-figure contracts with F500 companies, launched our AI-first product architecture and, most importantly, discovered our authentic rhythm. In 2025, we will prepare the world to become software conductors with Ona. We're a talent-dense group of people who transform how software is created, working to empower every company, every team, and every individual to succeed in a software-first world. We've found product-market-fit and are scaling with high velocity towards repeatable go-to-market fit. We care deeply, and for many of us, building Ona is our life's work. Our operating principles are an honest representation of how we build relationships and make decisions. We choose colleagues carefully based on merit and their authentic alignment with these principles.

If you're energized by the above, we'd love for you to apply!

Role responsibilities

Our operating principles are a core responsibility of every role. We expect anyone that joins the team to take an active part in forming and enhancing our culture by living out these principles and holding others accountable towards them.

Role-specific responsibilities:

• Own a comprehensive and scalable strategy related to implementation, onboarding, activation, renewals, expansion, and support to drive customer and business outcomes

• Maintain deep understanding of the technical landscape and empathy for developer workflows in enterprise organizations

• Collaborate with finance on incentive structure, renewal forecasting, coverage plans, and account risks/opportunities

• Develop and empower your team to navigate relationships, build trust, lead change management, resolve conflict, and connect with relevant stakeholders

• Proactively plan and hire the team to support incoming customer pipeline in US and EMEA

• Build out our support function from 0 to 1

At the end of your first 30 days, you will have:

• Developed a deep understanding of all accounts (Gong calls, read docs, met with customers)

• Addressed urgent issues, blockers, and/or renewals

• Analyzed current team setup and proposed suggestions/changes to increase effectiveness

• Established cross-functional relationships and working modes with internal stakeholders

• Developed a 3 month roadmap for CX to proactively address scalability

About you

• You work in alignment with our operating principles

• You’ve got technical roots. To support a product that is as technical as Ona, you need to have deep technical roots. You’re well versed in the technical challenges of the enterprise. Networking, collaboration, security, and spend: you’ve solved for these complexities at scale. Not only do you deeply understand today’s problems, but you also keep the pace around what’s coming and work to stay ahead of competitors in relation to industry changes and challenges.

• You’re a champion of the customer. You do whatever it takes to ensure the success of your customers. You prioritize adoption, joy of end users, return on investment, and meeting and exceeding KPIs. You have a knack for balancing the needs of everyone: developers, operational admins, and executive sponsors. You’re as comfortable troubleshooting with an engineer one-on-one as you are with presenting a QBR in front of a CTO.

• You see 10 steps ahead. Having gone from 0 to 1 (even a few times), you’ve developed a keen sense for what’s coming before it happens. You are a prime example of an active listener and a relentless doer. Your pattern recognition is one of your strongest skills and your ability to be proactive is what sets you apart from everyone around you. Anticipation is your superpower.

• You’ve seen a lot. If there is a CX role, you’ve done it. From support to strategic CSM to leader, you’ve progressed through every customer-facing position. You approach team-building through the lens of empowerment and scalability and have strong empathy around the ideal team setup for enabling customer success. You bring a network of top talent that specializes in solving customer problems in our space and know how to multiply yourself as the business rapidly grows.

Additionally, we're looking for someone with most of the following:

• Experience with customers in highly regulated industries (finance, health, etc)

• $10-50MM book of business

• Significant experience leading early stage CX teams to success

• Strong talent network in NY, SF, and/or London

We use these tools and expect you to have familiarity with most of them:

• Salesforce

• Accord

• Pylon

• Notion

• Claude, ChatGPT

• Gong

• Apollo

• Linear

Benefits

• Flexible paid time off including holidays that are most meaningful to you

• Employee-friendly equity terms (extended exercise)

• 100% paid health insurance and 50% paid for your dependents

• 401k with match

• Wellness allowance

• Premium work-from-home equipment

• Regular company off-sites

Interview process

We are remote-first and so is our hiring process. Contingent on schedules, we aim to complete the entire process in about 2 weeks. We are conscious of your time and are committed to being as efficient as possible.

• We'll start the process with an intro call.

• Next, you'll complete a series of interviews designed to thoroughly evaluate our mutual compatibility.

  • Hiring Manager

  • Head of People

  • Peer Chat

  • Project and Panel Presentation

  • CEO

• As a final step, we’ll set reference calls with people that can speak directly to your performance. Additionally, we will run a full background check (location dependent).