Head of Customer Experience

Roofr
Canada
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Strategic thinking","Cross-functional leadership","Analytical decision-making","Customer centricity","Growth mindset"]

Define and execute the post-sale customer experience strategy across onboarding, support, adoption, and retention for a B2B SaaS CRM. Lead and scale Customer Experience and related functions, using AI and automation to reduce customer effort and improve time-to-value. Own customer metrics like GRR, churn, CSAT, NPS, SLAs, and resolution time, and translate customer insights into cross-functional improvements with Product, Engineering, Sales, Marketing, Revenue Operations, and Finance.

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FursaFursa
Roofr
Roofr
5 days ago

Head of Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Define and execute the post-sale customer experience strategy across onboarding, support, adoption, and retention for a B2B SaaS CRM. Lead and scale Customer Experience and related functions, using AI and automation to reduce customer effort and improve time-to-value. Own customer metrics like GRR, churn, CSAT, NPS, SLAs, and resolution time, and translate customer insights into cross-functional improvements with Product, Engineering, Sales, Marketing, Revenue Operations, and Finance.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Define and execute the Customer Experience strategy aligned with Product-Led Growth and Product-Led Sales models.
  • •Design and scale customer journeys across every customer touchpoint, from onboarding through adoption, support, and retention.
  • •Lead customer-facing functions (including support and interim onboarding, customer success, and retention) and establish operational rhythms, performance metrics, and accountability.
  • •Drive AI and automation initiatives across customer and employee experiences (e.g., AI-enabled support, ticket routing, onboarding workflows, knowledge management, predictive churn).
  • •Own and improve customer outcomes and key metrics (retention, GRR, customer health, time to value, adoption, CSAT, NPS, SLAs, resolution time) while partnering cross-functionally to address experience gaps.

Pay and Benefits

Perks:Paid LeaveParental LeaveHealth InsuranceDental401kRemote WorkHome OfficeLearning BudgetInternet AllowancePhone Allowance

Key Requirements

  • •10+ years leading Customer Experience, Customer Success, Customer Operations, or Support organizations in a B2B SaaS environment.
  • •5+ years leading multiple customer-facing functions through managers and senior leaders.
  • •Experience supporting SMB customers in Product-Led Growth (PLG) and/or Product-Led Sales (PLS) environments.
  • •Demonstrated success improving customer retention, customer satisfaction, and operational efficiency.
  • •Experience implementing AI and automation to improve customer outcomes and team productivity.
Experience:10+ yearsB2B SaaSPLGPLSSMB
Skills:Strategic thinkingCross-functional leadershipAnalytical decision-makingCustomer centricityGrowth mindset
Languages:English
Tech Stack:AIAutomationIntercomGainsightSalesforceHubSpotGong

Company Brief

Roofr
Provides roofing software and data solutions that streamline roof inspections, estimates, and lead generation for contractors and insurers using aerial imagery, measurement tools, and workflow automation.
Industry: Construction Tech
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Headquarters: Boston, United States
Website