We are a venture backed AI startup founded by serial entrepreneurs from IIT Delhi, IIT Bombay, BCG, and Samsung Korea. Backed by RTP Global and Salesforce Ventures, the platform is democratizing product content creation enabling anyone to instantly create professional product videos and documentation for software. Similar to how Claude and Cursor empower everyone to build software.

The platform is already trusted by 20,000+ teams, including Fortune 100 companies, Glean, MIT, Accenture and more.

Role: Customer Experience Lead

We are looking for a Head of Customer Experience who is not just a support leader but a business builder. You will be responsible for two critical mandates: (1) Building our Customer Support vertical from the ground up (processes, tools, hiring), and (2) Transforming CX into a revenue engine by driving retention, product adoption, and expansion.

You will act as the bridge between our customers and our Product/Revenue teams, ensuring that every interaction not only solves a problem but deepens the customer relationship and opens new commercial opportunities.

Key Responsibilities:

1. Build & Scale the Support Vertical (The "Builder" Mandate)

- 0-to-1 Setup: Design and implement the end-to-end customer support architecture, including selecting and configuring the tech stack (e.g., Zendesk, Intercom, CRM), defining SLAs, and creating escalation paths.

- Team Leadership: Hire, train, and mentor a high-performing support team. Establish KPIs (CSAT, First Response Time, Resolution Time) and quality assurance processes.

- Knowledge Management: Build a self-service knowledge base and internal playbooks to reduce ticket volume and standardize responses.

2. Drive Revenue & Growth (The "Revenue" Mandate)

- Monetize CX: Own the Net Revenue Retention (NRR) metric. Identify upsell and cross-sell opportunities during support interactions and customer check-ins.

- Commercial Strategy: Develop "Premium Support" tiers or "Customer Success" packages to drive additional service revenue.

- Churn Prevention: Implement "Early Warning Systems" to detect at-risk customers based on usage data and support sentiment, intervening before churn occurs.

3. Product & Engagement Loop

- Voice of Customer (VoC): Systematically aggregate customer feedback and feature requests to influence the Product Roadmap. You will be the customer's strongest advocate in internal product meetings.

- Customer Engagement: Collaborate on initiatives to increase stickiness, such as customer webinars, community user groups, and proactive "value realization" campaigns.

Must-Have Skills:

- Proven "Builder" Experience: 5+ years in Customer Experience/Support, with at least 2 years in a leadership role where you set up a support function from scratch (0-to-1 experience).

- Revenue Ownership: Demonstrated experience driving commercial outcomes (Expansion, Renewal, NRR) through CX initiatives. You don't just "support" customers; you grow them.

- Tech and Data Savvy: Deep hands-on experience with modern CX stacks (CRM, Ticketing, Chat tools) and data analytics tools to track usage and health scores.

- Strategic & Operational: Ability to switch between high-level strategy (journey mapping, revenue modeling) and day-to-day execution (handling escalations, configuring tools).