Remote (Canada) | Hybrid option available in Kitchener, ON
Reports to: CEO
About Encircle
Encircle is leading the $1.6 trillion property insurance industry out of the dark ages of pen-and-paper processes. Our easy-to-use software platform helps thousands of restoration contractors and insurance professionals around the world document losses, generate scopes and process claims faster.
We’re a remote-first company with a collaboration hub in downtown Kitchener, and we’re growing.
About the Role
Encircle’s brand is built on the client experience. Our customers love Encircle for our people, and this role exists to keep that true as we grow: taking an experience our team already delivers exceptionally well and building the systems that bring it to thousands more customers. As VP, Customer Experience, you’ll own the full post-sale journey for our customers, from first onboarding through renewal and expansion, and the numbers that prove the experience is working: gross revenue retention, net revenue retention,
churn and expansion revenue.
You’ll lead through three managers and their teams: Onboarding & Activation, who own current customer onboarding, activation on every new product purchase and re‑adoption when an account shows churn risk; Account Growth, who carry the lifecycle, renewals and growth of large signal‑driven books; and Support, who keep customers unblocked with fast, technical help. Your job is to build the operating system that connects them: defined activation milestones, tiered engagement models, published benchmarks and always‑on reporting, so customer outcomes are repeatable and measurable rather than dependent on individual effort.
This is a leader who combines operational discipline with genuine customer empathy. You’re equally comfortable in an executive business review and rolling up your sleeves to fix a broken onboarding flow, and you believe the best c