Head of Customer Experience

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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 Experience strategy • Lead the Customer Experience team and build a future-focused organization • Design a scalable customer journey across onboarding, adoption, engagement, support, and retention • Establish a customer-first culture focused on simplicity, speed, and measurable outcomes • Provide leadership and/or support across Customer Support, interim Onboarding & Customer Success, and interim Customer Retention • Develop leaders, organizational capability, operational rhythms, performance metrics, and accountability systems • 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, customer health monitoring, predictive churn identification, and automated customer journeys • Own and improve 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, increase adoption, and strengthen relationships • Partner with Product, Engineering, Sales, Marketing, Revenue Operations, and Finance as the voice of the customer • Translate customer feedback into product, operational, and customer experience improvements • Develop scalable systems, processes, operating models, dashboards, forecasting models, workforce planning, and operational KPIs • Map, measure, prioritize, and continuously optimize end-to-end customer journeys • Establish a unified Customer Experience strategy, journey KPIs, feedback loops, scalable operating processes, and cross-functional partnerships 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 and/or Product-Led Sales 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 • 80% employer-paid benefits in the U.S. and 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 • Ample learning and development opportunities • Home office setup stipend • Internet and phone allowance • Remote first culture • Weekly Friday paydays • Significant growth and equity opportunity