Head of Customer Experience

About the Company

Popular trade sales platform

Industry

Computer Software

Type

Privately Held, VC-backed

Founded

2015

Employees

201-500

Funding

$6-$10 million

Categories

- Construction
- Home Improvement
- Home Renovation
- Marketplace

Specialties

- saas
- b2b
- roofing software
- quotes and invoices
- proposals
- and measurements

About the Role

The Company is seeking a Head of Customer Experience to join their agile team. The successful candidate will be responsible for defining and executing the post-sale customer strategy, with a focus on building a future-oriented organization that leverages AI, automation, and digital-first experiences.

This role requires a leader who can drive customer experience innovation, improve customer outcomes, and partner cross-functionally to optimize the end-to-end customer journey. The Head of Customer Experience will be at the forefront of creating a customer-first culture, owning the holistic customer experience, and leading the customer operations team to ensure a consistent and seamless journey across all touchpoints.





Applicants for the Head of Customer Experience position at the company should have a minimum of 10 years' experience in customer experience, success, operations, or support within a B2B SaaS environment. The role demands a strategic thinker with a proven track record in improving customer retention, satisfaction, and operational efficiency.
The ideal candidate will have experience in AI and automation implementation, a strong understanding of customer lifecycle management, and the ability to build and lead high-performing teams. A deep customer-centric approach, the ability to identify and address customer friction, and a talent for driving continuous optimization are essential.

The Head of Customer Experience will also be expected to have a strong analytical skill set, exceptional executive presence, and the ability to partner effectively with cross-functional teams.

Hiring Manager Title

Chief Operating Officer

Functions

- Marketing
- Business Development

📌 Head of Customer Experience (Canada)
🏢 Important Business
📍 Canada