Vice President, Customer Experience

ABOUT SEMGREP

Semgrep, the leader in code security for builders, empowers invention without friction. Teams catch, flag, and fix real issues before they ship, powered by security that learns as they build. Semgrep secures code as it’s written and provides guardrails that pave the road for developers to move fast and stay secure. Built for builders and trusted by security, Semgrep lives where developers work, delivering fixes without breaking flow, and giving security teams visibility, control, and confidence. Semgrep gets smarter as you build, with AI that learns your context to cut false positives and prioritize reachable vulnerabilities, validated by 95% of security reviewers across 6M+ findings. Semgrep makes zero false positives a reality with AppSec teams triaging 80% fewer false positives across Code and Supply Chain, dramatically shrinking the backlog.

Founded in San Francisco and backed by Menlo Ventures, Felicis Ventures, Lightspeed Venture Partners, Redpoint Ventures, and Sequoia Capital, Semgrep is recognized by Gartner in Application Security Testing and is trusted by leading organizations, including Vanta, Lyft, and Dropbox. Learn more at semgrep.dev http://semgrep.dev.

THE OPPORTUNITY

We're at an inflection point. Semgrep has evolved from a powerful developer security scanning technology, into a platform that customers are embedding at the center of their entire application security program. That shift changes what great customer experience looks like — and we need a VP to lead the organization through it.

As VP of Customer Experience, you'll own the full post-sales journey for every Semgrep customer. You'll lead four critical functions: Deployment Engineering, Technical Account Management, Technical Support, and Renewals — unifying them around a single mission: making every customer extraordinarily successful with Semgrep.

This is a rare opportunity to build a world-class customer organization at a company where the product is technically deep, the customers are sophisticated, and the stakes are high. You'll work directly with the global revenue leader, collaborate closely with Product and Engineering, and set the standard for what enterprise developer security customer experience looks like.

WHAT YOU'LL OWN

Deployment Engineering

• Build the team responsible for deploying Semgrep into complex enterprise environmen—custom CI/CD pipelines, monorepos, and bespoke security workflows.
• Drive the organization's capability to handle increasingly sophisticated customer deployments as Semgrep moves from semi-out-of-the-box to deeply integrated configurations.
• Partner with Product and Engineering to feed deployment learnings back into platform improvements. Technical Account Managers (TAM)
• Manage the leader of the TAM team, who serve as trusted technical advisors to Semgrep's most strategic accounts
• Define what high-quality technical partnership looks like at scale — including QBR programs, adoption milestones, and proactive risk management
• Build a TAM model that maps to customer segment and complexity, ensuring the right coverage at the right cost

Technical Support

• Own the customer support function end-to-end — from inbound ticket triage to escalation management and SLA delivery.
• Build processes and tooling that scale as the customer base grows, without sacrificing response quality.
• Establish a feedback loop between Support and Product/Engineering to systematically reduce recurring issues.

Renewals/Account Management

• Lead the Renewals Account Management team responsible for on-time, full-value contract renewals.
• Build tight coordination between Renewals, TAMs, and Sales to ensure health signals are surfaced early and acted on.
• Own gross and net retention metrics across the business, reporting progress directly to the CRO.

Cross-Functional Leadership

• Serve as the voice of the customer in executive and product planning conversations.
• Partner with Sales to ensure seamless handoffs and aligned expansion motions.
• Collaborate with Product on the customer feedback loop, shaping the roadmap with real-world deployment data.
• Work with Marketing on customer references, case studies, and community programs.

What We're Looking For

• 8+ years of experience in post-sales leadership, with direct ownership of at least two of: Deployment Engineering, TAM, Support, or Renewals.
• Deep technical fluency — you don't need to write production code, but you can credibly lead a team of deployment engineers and TAMs working in complex developer environments. Familiarity with CI/CD, static analysis, AppSec, or developer tooling is a strong plus +
• Proven track record of building and scaling customer experience organizations in B2B SaaS, ideally in developer tools, security, or infrastructure.
• Experience navigating a product transition — you've led a team through a shift in how customers buy, deploy, or use your product.
• Strong operational instincts — you build systems, define metrics, and hold teams accountable to outcomes.
• Executive presence and clear communication — you're comfortable presenting to the board, partnering with the CRO, and rolling up your sleeves with your team.
• Experience at a company scaling through the $50M–$200M ARR range is a strong advantage.

Metrics You'll Own

• Gross and Net Revenue Retention (GRR / NRR)
• Time-to-value and deployment success rates
• Customer health scores and risk escalation rates
• Support SLA attainment and CSAT / NPS
• Renewal on-time rate and renewal ACV

Location

This role is based in the San Francisco Bay Area. We offer a flexible hybrid working environment with regular in-person collaboration expected.

Compensation

• The estimated starting annual salary for this position is $300,000 USD annually ($400,000 USD OTE). The actual base salary will be determined based on a number of factors, which may include job-related skills, relevant experience, qualifications, location, internal equity, and market data. In addition to base salary, total compensation may include equity, variable compensation, and benefits. We view equity as a meaningful part of our compensation philosophy and a way for employees to share in the long-term value they help create.
• Compensation ranges are reviewed regularly and may be adjusted as the role, individual performance, or market conditions evolve.

WHAT WE OFFER (FTE ONLY)

Our goal is to competitively and fairly compensate every Semgrep employee with a system that equally rewards those who are vocal and those who are less comfortable making demands during the final steps of the hiring process. To that end, we generate internal compensation bands that are used when discussing and negotiating salaries. We update these based on market data to make sure they’re above the average for comparable roles.

We invest in our employees’ well-being and long-term success through a competitive, market-aligned benefits program that meets or exceeds local market standards across all of the regions in which we hire. Benefits offerings vary by location to reflect local requirements and norms. For more detailed, location-specific information, please visit Semgrep Benefits https://www.notion.so/semgrep/Semgrep-Benefits-1593009241a88029bd7edf1fed1dfde2.

WHO WE ARE

We bring together people from a wide range of backgrounds and disciplines—from physics and philosophy to formal methods research and full-fledged corporations. We’re new parents and new grads, dog lovers and dogfooders. We get together often to bike, bake, and meet up in parks. In our interactions, we believe respect and honesty go hand in hand, and prioritize both.

Semgrep is an equal-opportunity employer seeking a diverse range of backgrounds. We value who you are — including your cultural heritage, your socioeconomic status, your age, your race, your gender, your sexual orientation, your disabilities. We value what’s vitally important to you — your family, your religion, your politics. We value what you love in this world — your music, your weekend pursuits. We believe in welcoming varied professional backgrounds, educations, and interests. If you’re exceptional in your role, believe in Semgrep’s mission, and treat Semgrep’s values as your own, you belong here.

Please Note: For US-based roles open to remote work, we are currently able to hire employees in the following states only: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Maryland, Massachusetts, Michigan, Missouri, Nebraska, New Jersey, New York, North Carolina, Oregon, Tennessee, Texas, Virginia, Washington, and Wisconsin.