Head of Customer Experience

Watertown, MACustomer Experience /Full-time /On-siteThe CompanyTutor Intelligence is building the technology and processes to let robots go where they’ve never gone before: the average American factory and warehouse. We understand that general-purpose and generally intelligent robots are going to be built in our lifetimes, and we’re not content to sit on the sidelines.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. As an AI software company that deploys its inventions directly into the facilities that need them, every line of code, process change, and decision at Tutor has a direct impact on the physical economy.The RoleWe're looking for a leader to own the entire customer journey — from the moment a system goes live, through the trust-building and problem-solving that turn a new deployment into a durable partnership, to the expansion that follows. You'll lead the team of Forward Deployed Engineers who are the primary partners for our customer sites, and you'll be accountable for the thing that matters most to a company deploying robots into production: that the customers we win, we keep.This is a building job, not a maintenance one. 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. It works. We've kept nearly every customer we've deployed with. But it doesn't yet scale. 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. The measure of your success is that the fleet grows, the customer base stays loyal, and the quality of how we show up doesn't depend on any one person.This isn't a traditional customer success role, and it isn't sales. You'll need to be technically credible enough to earn the trust of a room full of engineers, to quarterback a hard debugging effort, and to know the difference between a routine ticket and a genuine crisis. But your elite skill isn't writing the fix yourself, it's mobilizing the right people fast, owning the customer's confidence through the hard moment, and making sure the underlying problem gets solved permanently rather than firefought again next month. This role sits at the intersection of operations, product, and customer partnership, and the right person is energized by building the team and the systems that make all three work at scale.ResponsibilitiesOwn 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.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. Manufacturing this capability in others is the core of the job, not a side effect.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.Stand up the early-warning systems. 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.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.Be the senior voice of the customer in internal roadmap and prioritization conversations; translate field reality into structured product insight.Partner with Account Executives on expansion, where operational success and earned trust create natural openings for growth.$125,000 - $180,000 a year