Tutorintelligence

Head of Customer Experience

Watertown, MA

Sponsorship not specified$125k-$180kDetected 22 days ago

Customer SuccessRoboticsProblem Solving

About the role

Today, when a deployment is in its critical early weeks, or when a live customer hits a hard problem and needs us to show up fast, that response is run by a small number of people operating largely by instinct and heroics.
We've kept nearly every customer we've deployed with.
Your job is to turn that scramble into a function: the bench, the playbooks, the early-warning signals, and above all the leaders who can run a flawless launch or a high-stakes save without you personally in the room.

Build the team and the leaders.
Hire, grow, and develop the Forward Deployed Engineers and the leaders beneath you so that launches and saves are run excellently by your people, not by you.
Design and run the playbook for the high-intensity windows: the first weeks of a live system, and the rapid, well-coordinated response when a customer relationship is at risk. Make these repeatable rather than heroic.
Partner with engineering and operations to mobilize fast when a site needs deep help, and ensure the field's hardest-won lessons get harvested back into the product and the playbooks so the same problem doesn't recur.
Partner with Account Executives on expansion, where operational success and earned trust create natural openings for growth.
Own customer retention as the company scales.
The Company Tutor Intelligence is building the technology and processes to let robots go where they've never gone before: the average American factory and warehouse.

Health signals, reviews, and cadences that catch an at-risk account while there's still time to act, rather than discovering trouble when it's too late.

Own customer retention as the company scales. Be accountable for keeping the customers we deploy with - through the critical early-life window, the occasional flare-up, and the long steady state in between.
Be accountable for keeping the customers we deploy with - through the critical early-life window, the occasional flare-up, and the long steady state in between.
Founded by MIT alumni and backed with over $40M in funding by leading investors in AI and robotics, Tutor combines human and artificial intelligence to build something greater than the sum of its parts - a Tutor Intelligence.

This listing is sourced directly from Tutorintelligence's careers page and normalized into a canonical job model.