Head of Customer Experience

🔥 14 hours ago

🇨🇦 Canada – Remote

💵 $200k - $250k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Roofr

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

🏪 Marketplace

💰 $12M Series A on 2022-09

SaaS • B2B • Marketplace

Roofr is a comprehensive software platform designed specifically for roofing businesses. It offers a suite of tools that streamline various aspects of roofing operations, including CRM, instant estimates, proposals, roof measurements, and integrated invoicing and payments. Roofr enables roofers to capture leads, create stunning proposals, manage job details, and order materials all from one platform. The software aims to improve efficiency, save time, and help roofing companies grow by consolidating multiple applications into one seamless workflow.

📋 Description

• Define and execute Roofr's post-sale customer strategy while leading the Customer Experience team • Build a future-focused organization using AI, automation, and digital-first experiences • Develop and execute Customer Experience strategy aligned with Product-Led Growth and Product-Led Sales models • Design scalable customer journeys across onboarding, adoption, engagement, support, and retention • Establish a customer-first culture focused on simplicity, speed, and measurable outcomes • Lead or support Customer Support, Interim Onboarding & Customer Success, and Interim Customer Retention • Develop leaders, build organizational capability, establish operational rhythms, and create performance metrics • Connect customer-facing functions into a cohesive Customer Experience organization • Champion AI and automation, including AI-enabled support, intelligent ticket routing, automated onboarding, digital education, self-service knowledge management, health monitoring, predictive churn identification, and automated customer journeys • Own and improve customer retention, GRR, customer health, time to value, product adoption, CSAT, NPS, support SLAs, and resolution time • Use customer insights and data to identify friction, improve onboarding, adoption, and long-term relationships • Partner cross-functionally with Product, Engineering, Sales, Marketing, Revenue Operations, and Finance • Translate customer feedback into product strategy, operational improvements, and customer experience initiatives • Develop scalable systems, processes, operating models, dashboards, forecasting models, workforce planning, and operational KPIs • Map, measure, and optimize customer journeys through experimentation and feedback loops • Establish a unified Customer Experience strategy and measurable journey KPIs within the first 12 months

🎯 Requirements

• 10+ years of experience leading Customer Experience, Customer Success, Customer Operations, or Support organizations within a B2B SaaS company • 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 • Strong understanding of onboarding, customer support, customer lifecycle management, and digital customer engagement • Experience owning or optimizing end-to-end customer journeys across multiple customer-facing functions and touchpoints • Proven ability to build scalable processes and high-performing teams in high-growth environments • Strong analytical and data-driven decision-making skills • Exceptional executive presence and cross-functional leadership • Experience scaling a Customer Experience organization and innovating to solve problems • Experience partnering closely with Product and Engineering to improve customer adoption and product usability • Familiarity with Intercom, Gainsight, Salesforce, HubSpot, Gong, or similar customer technologies • Experience designing digital-first customer journeys and self-service customer experiences • Strong understanding of SaaS metrics including GRR, churn, customer health, adoption, and customer lifetime value

🏖️ Benefits

• 1st week of employment is mandatory PTO • 1 Friday off per month • Company wide paid shutdown for the week between Christmas and New Years • Flexible time off • 100% employer-paid premiums for Extended Healthcare and Dental in Canada • RRSP/401k match • Generous Parental Leave policy • Annual company retreat with team building activities • Learning and development opportunities • Home office setup stipend • Internet and phone allowance • Remote first culture • Weekly Friday paydays • Significant growth and equity opportunities