Head of Customer Experience

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

📋 Description

• Develop and implement Roofr’s post-sale Customer Experience strategy.

• Lead the Customer Experience team to create a forward-thinking organization.

• Create a scalable customer journey encompassing onboarding, adoption, engagement, support, and retention.

• Foster a customer-first culture centered around simplicity, speed, and measurable results.

• Provide leadership and support across Customer Support, interim Onboarding & Customer Success, and interim Customer Retention.

• Cultivate leadership, organizational capability, operational rhythms, performance metrics, and accountability systems.

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

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

• Take ownership of and enhance 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, enhance onboarding, boost adoption, and fortify relationships.

• Collaborate with Product, Engineering, Sales, Marketing, Revenue Operations, and Finance as the voice of the customer.

• Convert customer feedback into enhancements in product, operations, and customer experience.

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

• Map, assess, prioritize, and continuously refine end-to-end customer journeys.

• Establish a cohesive Customer Experience strategy, journey KPIs, feedback loops, scalable operating processes, and cross-functional collaborations within the first 12 months.

⛳️ Requirements

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

• More than 5 years of experience managing multiple customer-facing functions through managers and senior leaders.

• Proven experience in supporting SMB customers in a Product-Led Growth and/or Product-Led Sales context.

• Documented success in enhancing customer retention, satisfaction, and operational efficiency.

• Experience in implementing AI and automation to bolster 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.

• Proven capability to establish scalable processes and high-performing teams in fast-paced environments.

• Strong analytical skills with a data-driven decision-making mindset.

• Exceptional executive presence and ability to lead cross-functional teams.

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

• Experience in close collaboration with Product and Engineering to enhance customer adoption and product usability.

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

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

• Solid 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 during the week between Christmas and New Year's.

• Flexible time off policy.

• 80% employer-paid benefits in the U.S. and 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.

• Abundant learning and development opportunities.

• Stipend for home office setup.

• Allowance for internet and phone expenses.

• Remote-first culture.

• Weekly paydays on Fridays.

• Significant opportunities for growth and equity.