Head Of Client Experience (AI)

TL;DR

Head of Client Experience (AI): Designing and executing a vision for agentic-powered client experience to serve and delight clients in an AI-native world with an accent on AI transformation and technical leadership. Focus on building 24/7 AI-powered support, integrating AI products into client workflows, and leading the CX organization through operational transformation.

Location: Hybrid in Scottsdale, AZ (expected in office 2-3 days per week)

Salary: $181,000 – $211,000 per year

Company

Symmetry, a subsidiary of hirify.global, provides payroll infrastructure and tax APIs for software platforms, powering paychecks for over 64 million workers annually.

What you will do

• Define and execute the vision for "agentic client experience," balancing advanced AI technology with human judgment.
• Build and scale 24/7 AI-powered support systems where clients are served by intelligent agents.
• Partner with Product and Engineering as a technical collaborator to shape AI product integration within client workflows.
• Lead and develop a team of approximately 10 people across Software Support, Enablement, and Client Success.
• Act as a technical bridge between CX and product teams, translating client insights into product decisions.
• Build relationships with key enterprise clients to gather feedback and drive AI adoption.

Requirements

• 10-15+ years of experience in client experience, technical support, or developer relations within B2B SaaS or API-focused software.
• 4+ years of leadership experience, including managing other managers and executing organizational transformation.
• Proven history of building and shipping AI-powered tools and workflows (beyond simple prompting).
• Must be based in or able to work from the Scottsdale, AZ office 2-3 days per week.
• Hands-on experience with AI development tools (Claude Code, Cursor, GPT) and technical troubleshooting (log analysis, debugging).
• Working knowledge of RESTful APIs, SDK architecture, and tools like Postman.

Nice to have

• Background as Head of Developer Relations, Solutions Engineering, or Technical Support leadership.
• Experience scaling a growth-stage company beyond $100M in revenue.
• Domain expertise in payroll, HR tech, tax, or compliance software.

Culture & Benefits

• Competitive base pay, benefits, and equity (RSUs).
• Mission-driven environment focused on empowering small business owners.
• Hybrid work model with designated office days for collaboration.
• Strong emphasis on AI fluency and professional growth as technology evolves.