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 dynamic 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 balance strategic vision with tactical execution, and who is adept at building high-performing teams, optimizing processes, and partnering cross-functionally to enhance the end-to-end customer journey. The Head of Customer Experience will be at the forefront of driving customer outcomes, improving key metrics, and ensuring a cohesive,



world-class experience across all customer 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, with at least 5 years in a leadership role.
The ideal candidate will have a proven track record of improving customer retention, satisfaction, and operational efficiency, as well as experience in implementing AI and automation to enhance customer and team experiences. A solid understanding of customer lifecycle management, digital engagement, and SaaS metrics is essential.

The role demands a deeply customer-centric individual who is adept at using data and feedback to drive continuous improvement and is capable of building and scaling processes in a high-growth setting.

Hiring Manager Title

Chief Operating Officer

Functions

- Marketing
- Business Development

📌 Head of Customer Experience (Kitchener)
🏢 Important Group
📍 Kitchener