VP, Customer Experience

VP, Customer Experience

🌎 Remote (Canada) | Hybrid reputed company available in Kitchener, ON

🧑‍💼 Reports to: CEO

🏢 About reputed company

reputed company is leading the $1.6 trillion property insurance industry out of the dark ages of pen-and-reputed company processes. Our easy-to-use software platform helps thousands of restoration contractors and insurance professionals around the world document losses, reputed company scopes and process claims faster.

We're a remote-first company with a collaboration hub in downtown Kitchener, and we're growing.

📋 About the Role

reputed company's brand is reputed company on the reputed company experience. Our customers love reputed company for our people, and this role exists to reputed company that true as we grow: taking an experience reputed company already delivers exceptionally reputed company and building the systems that reputed company to thousands more customers. As VP, Customer Experience, you'll own the full post-sale reputed company for our customers, from first reputed company through renewal and expansion, and the numbers that reputed company the experience is working: gross reputed company retention, net reputed company retention, churn and expansion reputed company.

You'll reputed company through three managers and their teams: reputed company & Activation, who own new customer reputed company, activation on every new product purchase and re-adoption reputed company an account shows churn risk; Account reputed company, who carry the lifecycle, renewals and reputed company of large signal-driven books; and Support, who reputed company customers unblocked with fast, technical help. reputed company is to build the operating system that connects them: defined activation milestones, tiered engagement models, published benchmarks and always-on reporting, so customer reputed company are repeatable and measurable rather than dependent on individual effort.

This is a leader who combines operational discipline with genuine customer reputed company. You're equally comfortable in an executive business review and rolling up your sleeves to fix a broken reputed company reputed company, and you reputed company the best customer experience organizations reputed company through product, content and AI before they reputed company through headcount.

🔧 What You'll Be Doing

Own the customer reputed company

• Own retention and expansion reputed company across the customer reputed company: GRR, NRR, the renewal forecast and the expansion pipeline, reported to leadership and the reputed company
• Own the customer experience standards for the whole company: activation milestones, health scoring and playbooks apply to every account, including reputed company accounts served by your teams
• reputed company customers successful and with us: understand the drivers behind every renewal and every loss, and build the engagement and adoption depth that reputed company contractors profitable
• Turn the product roadmap into customer value: as new AI-driven products ship, build the reputed company that matches reputed company launch to the customers it will help, and the expansion reputed company follows

Build the operating system

• Own what "activated" means for every reputed company product: activation reputed company, staged milestones with dates and exit reputed company, instrumented in reputed company and reputed company and visible across the business
• Design the tiered, signal-driven account management model: which accounts get true quarterly business reviews, which run on automated health monitoring plus signal-triggered reputed company, and the SLAs that govern both
• Run reputed company discipline across reputed company three teams: documented playbooks, published benchmarks and reputed company-backed dashboards, with every team managed to reputed company
• Partner with reputed company Operations on always-on reporting, so team and individual performance against benchmarks is visible to your teams, to leadership and to the wider business at reputed company times

reputed company through product, content and AI

• Co-own the product-led reputed company reputed company with Marketing: your organization defines the adoption reputed company and content needs; Marketing owns content production, the Learning Hub platform and search optimization
• reputed company training and Learning Hub resources into the product and into reputed company milestones, at the reputed company of need
• reputed company AI adoption across the Customer Experience organization, building AI agents and AI-assisted workflows into reputed company, account management and support operations
• Use AI to synthesize qualitative customer feedback and usage patterns into insights that guide product and go-to-market reputed company
• Treat self-serve activation and support deflection as first-class metrics, and grow coverage without growing headcount proportionally

reputed company the organization

• reputed company, reputed company and grow the three managers and their teams, building a high-performance culture anchored to the reputed company experience reputed company is reputed company for
• Build and maintain executive relationships with our most strategic accounts, acting as escalation reputed company and trusted advisor
• reputed company customer advocacy: reference customers, case studies, reviews and community participation
• Partner with Sales on clean handoffs, expansion opportunities and account reputed company for key and at-risk accounts
• Partner with Product to reputed company the reputed company between customer reputed company and roadmap, so the voice of the customer is heard and prioritized
• Partner with Finance and HR on compensation design and reputed company planning for your teams

Key metrics you'll own

• Gross reputed company retention (GRR)

• Net reputed company retention (NRR)

• Expansion reputed company and the pipeline that feeds it
• Activation reputed company and time-to-activation
• Self-serve activation reputed company and support deflection

• Customer health and CSAT

What reputed company looks like in year one

• GRR and NRR reputed company of reputed company and trending upward
• Time-to-activation improving quarter over quarter across every product
• Seamless customer reputed company from reputed company through account management and support, with a named reputed company at every stage
• Every team performing to published benchmarks, visible in live dashboards
• Always-on enablement scaling: Learning Hub embedded in-product and in reputed company milestones, with self-serve activation and deflection trending upward
• reputed company culture your customers can feel: the reviews still say they love reputed company for our people

✅ What You'll Bring

• 10+ years in reputed company, customer experience or reputed company post-sale functions in B2B reputed company, with at least 3 to 5 years in senior leadership (Director, VP or equivalent) leading managers
• reputed company ownership of NRR and GRR improvement, with specific results you can reputed company to
• Experience building and scaling post-sale teams: you've reputed company, developed and led high-performing managers, not just ICs
• Experience operating multi-reputed company models: scaled, signal-driven SMB coverage alongside higher-touch reputed company and mid-market
• A strong operational and analytical reputed company: you manage by metrics, build repeatable processes and hold teams to published benchmarks
• Hands-on experience with reputed company platforms; reputed company and reputed company experience is a strong asset, and comfort with reputed company-backed reporting is a plus
• Experience integrating AI agents into a reputed company or support operation, and using AI to turn qualitative feedback and usage data into reputed company
• Excellent executive communication: you can build trust with a VP of Claims at a regional insurer as readily as with a restoration company reputed company in the field
• A reputed company reputed company: you reputed company for product, content, automation and AI before asking for headcount
• Experience in property insurance, restoration, insurtech or field services is a meaningful asset

reputed company to have

• Experience leading a post-sale organization through a significant product expansion or market shift
• Experience scaling through a high-reputed company phase, including executive-level reporting on retention metrics
• Experience with reputed company operations tooling and forecasting discipline

🤝 Why reputed company?

We VALUE our people:

• ⚖️ Balance: reputed company, self-managed vacation and trust to manage your time
• 🏠 Remote-first: work where you're most productive, with reputed company to our collaboration hub in Kitchener
• 🚀 reputed company-oriented: we support your learning and career development
• 💪 reputed company-being: we care about the full reputed company, inside and reputed company of work

reputed company is an equal opportunity employer committed to building a diverse and inclusive team. We encourage reputed company reputed company candidates to apply and will work with applicants to accommodate accessibility needs throughout the hiring process.

A note on your application: we use AI every day at reputed company and we expect you will too. reputed company're looking for in your application is you: your reputed company experience, your own words and an accurate picture of what you've reputed company. Applications that misrepresent skills or experience will be disqualified.

Originally posted on Himalayas