Note: though we are fully remote, we have an office in NYC you can work from!

We're hiring a Head of Customer experience to support our global customers.

Reporting to our VP of Revenue, you'll build and lead our entire Customer Experience function and work directly with some of the world's largest enterprises to fundamentally transform and accelerate the way thousands of developers build software. You'll develop scalable strategies that drive customer outcomes across enterprise accounts while building and enhancing both our customer success and support functions. You'll be the expert when it comes to deeply understanding the technical challenges of enterprise development teams, proactively anticipating their needs, and empowering a high-performing team that ensures our customers achieve transformational value with Ona.

Who we are

Five years ago, we set out to create a world where every software engineer is instantly ready-to-code. With over 1.5 million users, we are now the leading platform for standardized and automated development environments. In 2024, we quadrupled enterprise revenue, signed several seven-figure contracts with F500 companies, launched our AI-first product architecture and, most importantly, discovered our authentic rhythm. In 2025, we will prepare the world to become software conductors with Ona.

We're a talent-dense group of people who transform how software is created, working to empower every company, every team, and every individual to succeed in a software-first world. We've found product-market-fit and are scaling with high velocity towards repeatable go-to-market fit.

We care deeply, and for many of us, building Ona is our life's work. Our operating principles are an honest representation of how we build relationships and make decisions. We choose colleagues carefully based on merit and their authentic alignment with these principles.

If you're energized by the above, we'd love for you to apply!

Role responsibilities

Our operating principles are a core responsibility of every role. We expect anyone that joins the team to take an active part in forming and enhancing our culture by living out these principles and holding others accountable towards them.

Role-specific responsibilities:

• Own a comprehensive and scalable strategy related to implementation, onboarding, activation, renewals, expansion, and support to drive customer and business outcomes

• Maintain deep understanding of the technical landscape and empathy for developer workflows in enterprise organizations

• Collaborate with finance on incentive structure, renewal forecasting, coverage plans, and account risks/opportunities

• Develop and empower your team to navigate relationships, build trust, lead change management, resolve conflict, and connect with relevant stakeholders

• Proactively plan and hire the team to support incoming customer pipeline in US and EMEA

• Build out our support function from 0 to 1

At the end of your first 30 days, you will have:

• Developed a deep understanding of all accounts (Gong calls, read docs, met with customers)

• Addressed urgent issues, blockers, and/or renewals

• Analyzed current team setup and proposed suggestions/changes to increase effectiveness

• Established cross-functional relationships and working modes with internal stakeholders

• Developed a 3 month roadmap for CX to proactively address scalability

About you

• You work in alignment with our operating principles

• You’ve got technical roots. To support a product that is as technical as Ona, you need to have deep technical roots. You’re well versed in the technical challenges of the enterprise. Networking, collaboration, security, and spend: you’ve solved for these complexities at scale. Not only do you deeply understand today’s problems, but you also keep the pace around what’s coming and work to stay ahead of competitors in relation to industry