Head of Customer Experience

Roofr
Canada
Workplace: RemoteFull timeCAD 200,000 - 250,000 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Strategic execution","Cross-functional leadership","Customer-centric thinking","Analytical decision-making","Executive presence"]

Define and execute the post-sale customer experience strategy, building a future-focused Customer Experience organization that leverages AI, automation, and digital-first journeys. Lead Support plus Interim Onboarding, Customer Success, and Retention efforts to improve time-to-value, retention, CSAT/NPS, and support SLAs at scale. Partner across Product, Engineering, Sales, Marketing, Revenue Operations, and Finance to optimize the end-to-end customer journey using data, experimentation, and feedback loops.

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FursaFursa
Roofr
Roofr
3 days ago

Head of Customer Experience

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Define and execute the post-sale customer experience strategy, building a future-focused Customer Experience organization that leverages AI, automation, and digital-first journeys. Lead Support plus Interim Onboarding, Customer Success, and Retention efforts to improve time-to-value, retention, CSAT/NPS, and support SLAs at scale. Partner across Product, Engineering, Sales, Marketing, Revenue Operations, and Finance to optimize the end-to-end customer journey using data, experimentation, and feedback loops.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Define and execute the Customer Experience strategy aligned with Product-Led Growth and Product-Led Sales models.
  • •Own the holistic post-sale customer experience lifecycle, from onboarding through adoption, support, engagement, and retention.
  • •Lead and connect Customer Support with Onboarding, Customer Success (Interim), and Customer Retention (Interim) into a cohesive organization with clear metrics and operational rhythms.
  • •Champion AI and automation to transform both customer and employee experiences, including support, routing/case management, onboarding workflows, education, self-service, and churn prediction.
  • •Use customer insights and data to drive continuous improvements to key metrics (retention, GRR, CSAT, NPS, time to value, adoption, and SLAs) and build scalable dashboards and operating processes.

Pay and Benefits

Salary: CAD 200,000 - 250,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDental401kRemote WorkPaid LeaveParental LeaveHome OfficeInternet 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 a Product-Led Growth (PLG) and/or Product-Led Sales (PLS) environment.
  • •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 SaaSPLGPLSSMBCustomer Experience
Skills:Strategic executionCross-functional leadershipCustomer-centric thinkingAnalytical decision-makingExecutive presence
Languages:English
Tech Stack:IntercomGainsightSalesforceHubSpotGong

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