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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

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.
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.
Act as the primary regional executive sponsor and escalation point for high-stakes customer friction, owning executive communication and crisis mitigation.
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

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.
Knowledge of the core cybersecurity frameworks and standards, specifically against SA/IEC 62443, NIST SP 800-82, and NERC CIP.

Skills

CISSP
CISM

Location

Americas

Work Type

REMOTE

Experience Level

10+ years in CX leadership
8+ years managing managers

Salary/Compensations

$250,000 - $285,000

About the Company

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–whether 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.

Equal Opportunity

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.