Head of Client Experience

About the role

We are searching for a transformational leader and technical builder who is motivated about reimagining client experience in an AI-native world.The Head of Client Experience will design and execute a vision of how best to serve and delight our clients now and into the future. The Client Experience team - made up of the Support, Enablement, and Client Success teams - accelerates our clients' time to value on our products by helping them get up and running quickly, providing timely and accurate communication, and ensuring they know how to quickly and easily get the most of our products and services. Striking the right balance of technology and humanity, this role partners closely with our CEO to drive Symmetry's AI transformation both within our Client Experience (CX) organization and across the company. You'll define what agentic-powered client experience looks like at Symmetry, and most importantly, execute that vision alongside your team. The right person leads transformation and drives outcomes for the betterment of our clients and team, ensuring that the human touch and client empathy is front and center. Here's what you'll do day-to-day: Agentic CX & Enablement Set the vision for CX at Symmetry - define "agentic client experience" with a balance of technology and human judgment, enabling a content strategy that delivers customer value Build toward 24/7 AI-powered support where clients get what they need through intelligent agents Partner with Product and Engineering as a technical collaborator, shaping how our AI products integrate with client workflows Drive and measure client satisfaction through both AI and human interactions Team Leadership & Development Lead approximately 10 people across Software Support, Enablement, and Client Success, including managers and individual contributors Lead, coach and develop team members to high performance standards Technical Execution & Operational Excellence Use the same tools as your team, including debuggers, log files, and client environments Enhance team efficiency with AI and automation Bring operational rigor to fundamentals including response time expectations, escalation policies, and documentation standards Executive Partnership & Client Engagement Serve as a member of senior leadership, helping guide overall business strategy and staying synchronized with company-wide transformation Act as a technical bridge between CX, Product, and Engineering, bringing client insights to product decisions Build relationships with key enterprise clients to gather feedback on AI adoption, and represent Symmetry's CX vision externally while bringing industry perspective back to the organization Here's what we're looking for: 10-15+ years in client experience, technical support, developer relations, or a related client-facing function in B2B SaaS, API products, or developer-focused software 4+ years leading teams, including managing managers, with a demonstrated track record of executing operational or organizational transformation Demonstrated history of building and shipping AI-powered tools, workflows, or client experiences beyond using AI for just chat Core Skills & Attributes: Technical builder mindset with the ability to quickly understand complex products and connect the dots across systems, use cases, and client needs Proven AI fluency: you've personally built transformative AI solutions and championed AI adoption on teams you've led Extraordinary execution and leadership: you translate vision into milestones and outcomes, delegate well, and hold yourself and others accountable to results Transformational change management and strategic leadership: You can explain why decisions are made. You help teams deal with uncertainty. You work well with the CEO and senior leadership on company strategy. You focus on improving the business as much as you focus on daily operations. High bar for performance combined with project management: you develop people, scope work, plan delivery, and manage to outcomes Technology Experience: Hands-on experience with AI development tools (Claude Code, Cursor, GPT, or similar)-building, not just prompting Comfort with technical troubleshooting tools, log analysis, and debugging workflows Awareness with both emerging AI-powered CX platforms (Sierra, Decagon, Intercom AI, etc.) and trad

Benefits

Additional Information

Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process. AI is a fundamental part of how work gets done at Symmetry. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

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