Head of Customer Experience (AI)

TL;DR

Head of Customer Experience (AI): Building and owning an agentic-first customer experience function to drive user success and enterprise adoption with an accent on AI-powered support infrastructure and product feedback loops. Focus on architecting AI agents to scale support, optimizing CX metrics like CSAT and NRR, and integrating customer signals into the engineering pipeline.

Location: On-site in Stockholm

Company

A talent-dense team building a generation-defining software creation platform that enables anyone to build software using any language.

What you will do

• Own the end-to-end CX function, including ticketed and async support, incident response, and onboarding.
• Architect and build AI-powered agentic systems to resolve issues and scale coverage without proportional headcount growth.
• Establish a structured product feedback loop to provide critical signals to Engineering and Product teams.
• Develop dedicated support motions and success touchpoints for enterprise customers.
• Manage the company's customer support presence on Reddit, Discord, LinkedIn, and X.
• Drive and optimize key CX metrics, including CSAT, resolution time, time-to-value, and NPS.

Requirements

• 10+ years of total experience, with at least 5 years in a CX leadership role.
• Must be an AI-native operator actively building agentic support systems.
• Proven track record of commercial accountability, owning NRR, churn, or expansion targets.
• Technical depth and comfort working within an engineering organization.
• Experience hiring and managing CX teams across multiple time zones.
• Must be based in or able to work on-site in Stockholm.

Nice to have

• Background in AI-native or developer tools companies.
• Experience scaling PLG support at high-growth tech companies.
• Ability to contribute code or build internal tooling for CX infrastructure.

Culture & Benefits

• High-velocity, low-ego collaborative environment.
• Culture of extreme ownership and talent density.
• Opportunity to work at the forefront of a foundational shift in software creation.