Location: Atlanta, GA (Hybrid)

Type: Full-Time, Leadership Team

Reports To: COO

About the Role

We’re hiring a Head of Customer Experience to lead and elevate our post-sale enterprise motion. AdPipe’s AI-powered platform helps brand teams create more video, faster, and at a lower cost—by transforming their footage into modular content blocks that scale across teams, channels, and campaigns.

We work with some of the world’s most recognizable brands, and this role is pivotal in building the repeatable process for deepening relationships, proving long-term value, and shaping a gold-standard enterprise journey.

You’ll own the full customer lifecycle — from late-stage sales through onboarding, support, and expansion — with a focus on driving measurable business outcomes for our clients. As a key member of the leadership team, you’ll represent AdPipe externally with executive stakeholders, scale and coach a talented CX team, and lead enterprise growth through strategic alignment, systems thinking, and customer advocacy.

You’ll own Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer health at scale.

What You’ll Own

• Partner with executive stakeholders to align customer success plans with outcomes like campaign performance, creative velocity, and operational efficiency
• Collaborate cross-functionally with Sales, Product, and Marketing to turn customer insights into expansion plays, roadmap validation, and strategic messaging
• Serve as an external-facing leader in executive business reviews, strategic customer conversations, and high-stakes partnership meetings
• Lead strategic success planning and streamline the customer journey to accelerate time to value and ensure measurable outcomes
• Represent AdPipe in late-stage sales cycles, ensuring long-term customer alignment and trust
• Build and operationalize enterprise playbooks, engagement models, and health score systems using Totango, Mixpanel, and HubSpot
• Inherit, coach and scale a high-performing CX team while shaping structure for future growth

What We're Looking For

• Senior leader in enterprise SaaS with 3+ years owning post-sale outcomes and team performance
• Track record of improving customer revenue metrics like NRR, GRR, and expansion, ideally with board-level visibility
• Deep empathy for creative teams and their workflows, especially in video, content ops, or marketing production environments
• Skilled at managing multi-threaded executive relationships, strategic success planning, and navigating change within large organizations
• Operationally strong: experienced in designing systems, forecasting risk, and scaling customer success using Totango, HubSpot, and Mixpanel
• Proven people leader who can coach ICs, shape team culture, and evolve org structure to match growth
• Based in Atlanta or open to relocating (hybrid, with regular travel to customer sites)

About AdPipe

AdPipe is an AI-powered video platform that transforms underused footage into revenue-driving content. We help enterprise creative and marketing teams create more video - faster, easier, and with less lift. By converting existing footage into modular content blocks, our platform makes it simple to reuse and remix video across teams, channels, and campaigns, eliminating bottlenecks and boosting performance.

Trusted by global brands in CPG, Hospitality, Logistics, and Industrial verticals, we accelerate production, improve ROI, and deliver impact at scale in a video-first world.

We operate on four values: Be ambitious. Do what you say. Feedback is fuel. Lead with empathy.

We're a high-care, high-feedback culture where the best idea wins, and we move fast with urgency, humility, and humor.

What We Offer

• A front-row seat to building the future of enterprise video
• Competitive salary + performance-based bonus + early equity
• Clear path to VP or C-level growth as AdPipe scales
• Full benefits and regular travel to engage with enterprise partners

Send me an email (sam@adpipe.com) to apply.

At AdPipe, we welcome people from all backgrounds and experiences. We’re building a diverse, thoughtful team that reflects the creative world we serve.