Head of Customer Experience
RoofrConstruction Technology company
CanadaDirector
Vertical Venture Partners
ABC Supply Co
Bullpen Capital
Interplay Ventures
i2BF Global Ventures
SVB
Operations & Strategy
About the role
TL;DR
Lead customer experience strategy, leveraging AI and automation to drive retention and value.
- •The Head of Customer Experience will define and execute Roofr's post-sale customer strategy, leading the Customer Experience team.
- •This leader will build a future-focused organization leveraging AI and automation to accelerate customer time-to-value, improve retention, and deliver world-class customer experiences at scale.
- •Key Responsibilities Develop and execute Roofr's Customer Experience strategy aligned with PLG and PLS models.
- •Own the holistic customer experience across the post-sale lifecycle, from onboarding through adoption, engagement, support, and retention.
- •Champion the use of AI and automation to transform customer and employee experiences.
- •Own and improve key customer metrics, including retention, GRR, customer health, and CSAT.
- •Map and measure key customer journeys to identify friction points and opportunities for optimization.
- •Requirements 10+ years of experience leading Customer Experience, Customer Success, Customer Operations, or Support organizations within a B2B SaaS company. 5+ years leading multiple customer-facing functions through managers and senior leaders.
- •Experience supporting SMB customers in a Product-Led Growth (PLG) and/or Product-Led Sales (PLS) environment.
- •Proven ability to build scalable processes and high-performing teams in high-growth environments.
- •Strong analytical and data-driven decision-making skills.
Required skills
Customer SuccessProduct-Led GrowthOnboardingCustomer Service
Nice-to-have skills
SalesforceHubSpot
Benefits & perks
Equity, Health insurance, Dental insurance, RRSP/401k match, Parental leave, Remote work, Home office stipend, Internet allowance, Phone allowance
Tech stack
SalesforceHubSpot
