Head of Customer Experience

About Limina Limina https://www.getlimina.ai/enis the contextual data intelligence platform built for the AI era. Evolved from Private AI, the world's most accurate PII and PHI de-identification engine, Limina has expanded into a full platform play that governs sensitive data across the entire enterprise AI lifecycle: from classification and redaction through to agentic workflows, RAG pipelines, and real-time data security. Brands like RBC, Deepgram, and Boehringer Ingelheim already rely on our platform to build on, govern, and deploy AI against their most sensitive datasets. We've been recognized as a Gartner® Cool Vendor™ in Privacy and a World Economic Forum Technology Pioneer, and we’re backed by investors in Toronto, New York, Seattle, and San Francisco. What You'll Do You're coming in at the beginning of this function at a company that's already scaling rapidly. In this role you'll own solutions engineering, implementation, support, account management, and our professional services offering (once you build it). You'll also lead a small team of 2-3 solutions specialists. If you thrive in fast-paced environments, are comfortable making decisions with imperfect information, and get energized by the commercial side of customer work, this is the place for you. Areas of focus - Map and own the end-to-end implementation process — identify what's working, what isn't, and build repeatable frameworks that scale - Scope, price, and launch a professional services offering - Lead L1 and L2 customer support; triage, resolve, and loop in the product team where it matters - Run QBRs and manage account relationships; you own the health of the book - Serve as the voice of the customer internally. Synthesize what you're hearing on the front line, package it, and feed it back to product to shape the roadmap - Identify opportunities for upsells and account expansion What You Bring - 6 - 10 years in a client-facing role. Consulting, agency, implementation, or professional services background strongly preferred - Commercial instincts: you understand what a healthy customer looks like, and you act before things go sideways - Technical literacy: You can translate between technical and business contexts without losing either side. - Working knowledge of AI/ML workflows or data-heavy products - High tolerance for ambiguity, context switching, and a fast-moving culture where the process is still being defined - Strong communicator: tight QBRs, clear escalations, credible in the room with senior stakeholders Nice to Have - Experience in fintech, compliance, or regulated-industry customer environments - Prior experience scoping or pricing professional services for enterprise customers - Early-stage startup experience