VP of Customer Experience (CX)

Who We Are

At Gretel, our mission is to build the best developer platform for synthetic data.  Gretel's APIs automatically fine-tune AI models to generate synthetic data on-demand while protecting privacy and maintaining the utility and accuracy of the original data.  Our platform solves the data bottleneck problem for developers, data scientists, and AI/ML researchers across multiple modalities.

We’re a highly collaborative remote-first company with employees across the US and Canada. Our innovative and transparent culture offers employees the autonomy, tools, and trust to act like owners and we're looking for a strategic, hands-on VP of CX to join our mission!

The Impact You’ll Have

As the VP of CX, you’ll own Gretel’s customers’ journey and success through development of the fabric connecting the voice-of-the-customer to Gretel’s product and engineering organizations, working closely with both to develop strategies and assets to drive customer outcomes and growth. We’re seeking a hands-on leader who can deliver results and speed to value for customers at varying levels of technology maturity by building repeatable frameworks that enable impact at scale. You’ll be a trusted strategic advisor to inform prioritization and focus for the business. You’ll be involved in and lead many of the critical phases of the sales process and customer life-cycle (solutioning, proposal & SOW development, commercial negotiations, closure, delivery, plus customer management, renewals and growth) and work with both internal and external stakeholders to achieve business outcomes. 

In this role, you will own the strategy and build foundational processes and repeatable assets for the enterprise customer journey, from prospect to deal close to renewals, including the longer-term strategy to deliver Gretel’s solutions with and through partners. You and your team will earn trust across the customer organization, identify strategic opportunities, uncover new synthetic data use cases, establish roadmaps and actionable program plans, capture success criteria, and orchestrate technical solutions. You will own and drive execution excellence for the end-to-end customer journey (e.g., technical, operational, organizational, and educational) that spans tech teams, executives, and business units. 

As the leader of Gretel’s delivery strategy, you’ll own and drive the enterprise customer journey end-to-end. You will report to the VP of Revenue & GTM and align your team's goals and initiatives with those of the company and other key stakeholders.

Responsibilities:

• Own the development of a multi-year, strategic partner CX and delivery strategy working closely with Gretel’s executive leadership that aligns with Gretel's growth objectives, directly impacts revenue, and is informed by market trends and analysis.

• Build and lead a best-in-class, global CX and delivery team, owning and growing key functions such as Field Applied Science, Solutions Architecture, Technical Project Management, Customer Success, and Customer Support. 

• Engage directly with prospects and customers across all industry segments to drive measurable business outcomes with synthetic data (e.g. revenue growth, efficiency gains, operational optimization, accelerated innovation).

• Cultivate and own executive customer and partner relationships, up to the C-level, ensuring strategic alignment and engagement in the relationship.

• Leverage your deep industry background to engage and communicate effectively on a wide range of business and technical discussions with customers and partners.

• Manage collaborative creation of internal/external documents to present strategic opportunities and investment proposals to leadership teams and other stakeholders.

• Work with the partner team to establish the right delivery structure, governance and control environment for partner programs and strategic accounts.

• Work with the Head of Partnerships to ensure that partners successfully deliver customer outcomes in accordance with Gretel’s best practices. 

• Develop a deep understanding of our solutions, use cases, ecosystem, and customers’ needs, in order to collaborate with Gretel’s product, applied science, and engineering teams on roadmap priorities guided by the voice-of-the-customer.

• Design and iterate on Gretel’s customer journey, from discovery through solutioning to implementation and value creation, including processes to ensure customer satisfaction, retention and growth.

• Oversee Gretel’s enterprise customer base, setting and achieving OKRs and KPIs to measure against strategic business outcomes. 

• Ensure that CX and customer developed assets and use cases are enabled through the product and engineering teams through a continuous improvement process. 

• Develop and support a culture of high performing teams aligned to Gretel and customer business priorities. 

• Support industry evangelism of the product to drive visibility and engagement. 

Requirements:

• 10+ years of experience working in enterprise delivery, sales and customer management, specifically with cloud service providers, data, machine learning services and GenAI solutions.

• Demonstrate thorough technical knowledge on engineering of large datasets, effective exploratory data analysis, and model fine-tuning using industry standard AI/ML models and working with small and large language models.

• Possess a strong background in change management and incorporating organizational change best practices seamlessly into project delivery

• Experience working with, presenting to, and negotiating with C-level executives, as well as teams from IT, lines of business, procurement, finance, and legal

• Experience working with generative AI, ML, MLOps or data engineering, including building or fine-tuning models, designing Colab notebooks, utilizing open source libraries, and configuring infrastructure and cloud ecosystems.

• Experience scaling CX teams, in both pre- and post-sales capacities, with enterprise customers. 

• Demonstrated experience working with a highly technical product and audiences; clear communication and the ability to quickly establish credibility with executive-level and highly technical individual contributors alike.

• Experience building repeatable processes to improve the customer journey, accelerate delivery, and drive revenue growth.

• Travel up to 30%-40% to lead customer and prospect meetings and executive engagements, participate in industry events, facilitate partner enablement, and support the development and growth of your organization.

We think the best ideas come from the blending of diverse perspectives and experiences, which will lead to a stronger company and advancements in technologies.  We hire individuals whose peers call them subject matter experts, whose curiosity draws them to new edges of their field and who like to laugh.  We are deeply collaborative, apolitical and mission-oriented.

Gretel is an equal opportunity employer. Individuals seeking employment and employees at Gretel are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. 

Accommodations: We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Compensation

Employee compensation will be determined based on interview performance, level of experience, specialization of skills, and market rate. During the offer discussion, your recruiter will review the finalized base salary, bonus (for applicable roles), benefits and perks (additional information available on our career site), and stock options as they’ll be reflected in the offer letter. 

Employees hired in the U.S. and Canada can expect the below information to reflect a reasonable estimate of the salary offered for this role. Salary ranges are updated regularly using premium market data. (Please note: it is unusual for new hires to receive a base salary at the top of the range. Additionally, the value of Gretel.ai’s stock options is not included in the salary bands and may represent a significant portion of your compensation.)

VP of CX, base salary $225,000 - $250,000 USD + variable bonus + stock options + benefits