Head of Customer Empowerment at Noon in San Francisco, CA

About Noon

We are on a mission to reinvent how designers work in the AI era. We’re backed by top investors including First Round, Chemistry, Homebrew, Scribble and senior leaders from OpenAI, Meta, Google, Ramp, Stripe and more. We’re building the next-generation AI design tool for product teams.

About the Role

Noon is an AI-assisted design-to-code platform. Our customers are designers and developers at design-led teams who expect support quality on par with Linear, Vercel, and Stripe. We are hiring our first Head of Customer Experience to build the function from scratch, hire and lead a small team in Bengaluru, and own the operating framework that determines how every customer problem gets resolved.

This is not a renewal-management role. It is not a Tier-1 deflection role. It is a judgment-heavy role in a small company where the function you build directly shapes whether designers and developers stick with us, advocate for us, and renew without a sales conversation.

What you will own

• The full post-sale relationship for every paid Noon customer
• A team of 2-4 CSMs in Bengaluru, hired by you in your first 90 days
• The operational framework evolved into a living system
• The closed loop with engineering and product, including weekly pattern reviews and the customer-feedback-to-roadmap pipeline
• The tooling stack: Linear, Slack Connect, KB, status page, customer health (when we add it)
• The escalation point of recourse for any customer who feels unheard by their CSM
• The metrics dashboard: adherence to expectation targets, not throughput

What you will not own

• Sales quota or expansion quota. CS at Noon is not a revenue function.
• Renewal mechanics beyond a certain volume threshold. Once we cross 50 paid customers, renewals move to ops/finance.
• Marketing, community, or events. Separate function.

What we are looking for

• 8+ years in B2B SaaS Customer Experience or Customer Success, with at least 3 years leading a team
• Built a CS or CX function from < 5 to 20+ at a PLG B2B SaaS company. Linear, Vercel, Stripe, Plain, Pylon, Sentry, PostHog, Cursor, Mintlify, Retool, Replit and similar are the reference set.
• Strong written communication. We will ask for writing samples and run a writing exercise.
• Comfort with technical product detail. You will read GitHub PRs, understand engineer triage decisions, and represent product trade-offs to customers.
• Comfort with India-US distributed teamwork. Most direct reports will be 12.5 hours offset.
• Track record of pushing back on founders and protecting CSMs from "loudest customer" pressure
• Bias toward small tooling stacks. If your reflex is "buy Gainsight," you are not the candidate.

What we are not looking for

• Pure enterprise CS leaders from Salesforce, HubSpot, or Oracle. Wrong shape, wrong reflexes.
• Career VPs from public-company CS orgs. Too senior, too process-heavy for our stage.
• People who describe their last role primarily as "reduced churn by X%." We care about expectation adherence first; churn is a lagging indicator.

First 90 days

• Days 1-30: read every Slack Connect channel, sit on every CSM ticket, audit the framework for gaps, meet 10 customers, write a public-to-the-team gap analysis.
• Days 31-60: Publish expectation target matrix v2 calibrated by your read of actual Alpha data, run the first weekly pattern review.
• Days 61-90: Set up the closed loop with engineering, define the GA-to-100-paid hiring trigger watch list, present a one-page strategy memo to the founders.

Benefits

• Salary: $275,000-$350,000 base salary
• Equity: Meaningful stock options
• Health Insurance: Best-in-class coverage for the employee and their entire family
• Location: San Francisco HQ