Head of Customer Experience

This is a fully remote position, open to applicants in Canada.

📋 Description

• Define and implement Roofr's post-sale customer strategy while leading the Customer Experience team.

• Create a forward-thinking organization utilizing AI, automation, and digital-first experiences.

• Develop and execute a Customer Experience strategy that aligns with Product-Led Growth and Product-Led Sales models.

• Design scalable customer journeys that encompass onboarding, adoption, engagement, support, and retention.

• Foster a customer-first culture centered on simplicity, speed, and measurable outcomes.

• Lead or assist with Customer Support, Interim Onboarding & Customer Success, and Interim Customer Retention initiatives.

• Cultivate leadership, enhance organizational capabilities, establish operational rhythms, and create performance metrics.

• Integrate customer-facing functions into a unified Customer Experience organization.

• Advocate for AI and automation, including AI-driven support, intelligent ticket routing, automated onboarding, digital education, self-service knowledge management, health monitoring, predictive churn identification, and automated customer journeys.

• Take ownership of improving customer retention, GRR, customer health, time to value, product adoption, CSAT, NPS, support SLAs, and resolution time.

• Leverage customer insights and data to identify friction points, enhancing onboarding, adoption, and long-term relationships.

• Collaborate cross-functionally with Product, Engineering, Sales, Marketing, Revenue Operations, and Finance.

• Convert customer feedback into product strategy, operational enhancements, and customer experience initiatives.

• Create scalable systems, processes, operational models, dashboards, forecasting models, workforce planning, and operational KPIs.

• Map, quantify, and enhance customer journeys through experimentation and feedback mechanisms.

• Establish a cohesive Customer Experience strategy along with measurable journey KPIs within the initial 12 months.

⛳️ Requirements

• Over 10 years of experience in leading Customer Experience, Customer Success, Customer Operations, or Support organizations within a B2B SaaS environment.

• At least 5 years of experience leading multiple customer-facing functions via managers and senior leaders.

• Background in supporting SMB customers in a Product-Led Growth (PLG) and/or Product-Led Sales (PLS) setting.

• Proven track record of enhancing customer retention, customer satisfaction, and operational efficiency.

• Experience in implementing AI and automation to elevate customer outcomes and team productivity.

• Strong comprehension of onboarding, customer support, customer lifecycle management, and digital customer engagement.

• Experience in owning or optimizing end-to-end customer journeys across various customer-facing functions and touchpoints.

• Demonstrated ability to create scalable processes and high-performing teams in fast-paced growth environments.

• Excellent analytical skills and data-driven decision-making capabilities.

• Exceptional executive presence and cross-functional leadership skills.

• Experience in scaling a Customer Experience organization and innovating to address challenges.

• Close partnership experience with Product and Engineering teams to enhance customer adoption and product usability.

• Familiarity with customer technologies such as Intercom, Gainsight, Salesforce, HubSpot, Gong, or similar platforms.

• Experience in designing digital-first customer journeys and self-service customer experiences.

• Strong understanding of SaaS metrics, including GRR, churn, customer health, adoption, and customer lifetime value.

🏝️ Benefits

• Mandatory PTO during the first week of employment.

• One Friday off each month.

• Company-wide paid shutdown for the week between Christmas and New Year's.

• Flexible time off policy.

• 100% employer-paid premiums for Extended Healthcare and Dental in Canada.

• RRSP/401k matching program.

• Generous Parental Leave policy.

• Annual company retreat featuring team-building activities.

• Opportunities for learning and development.

• Stipend for home office setup.

• Allowance for internet and phone expenses.

• Remote-first work culture.

• Weekly paydays every Friday.

• Significant opportunities for growth and equity.