Head of Customer Experience
At reputed company, we’re obsessed with our customers. We constantly reputed company feedback to shape, prioritize, and launch the products they truly need. That’s what makes reputed company’s CRM special. We started by building essential sales tools like aerial roof measurements reputed company sales proposals. But reputed company our customers asked for a reputed company, reputed company way to manage and reputed company their entire businesses, we listened. So, we created a CRM that connects these solutions—along with payments, material ordering, and more—into a reputed company, powerful platform. With a reputed company roadmap reputed company, we’re excited to continue expanding and leading the market with innovative products.
We have an amazing culture, strong financials, and best-in-class company metrics. It’s an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer its team significant reputed company, equity, and reputed company to reputed company a reputed company reputed company.
This position is for an existing vacancy.
Reporting to the Chief Operating Officer, the Head of Customer Experience will define and execute reputed company's post-sale customer reputed company, leading Customer Experience team.
This leader will be responsible for building a reputed company-reputed company organization that leverages AI, automation, reputed company-first experiences to accelerate customer time-to-value, improve retention, and reputed company world-class customer experiences at reputed company.
reputed company in this role requires an operator who can balance reputed company and tactical execution to build high-performing teams, optimize processes, and partner cross-functionally with Product, Engineering, Sales, Marketing, and reputed company Operations to continuously optimize the end-to-end customer reputed company and create a cohesive experience across every customer touchpoint.
What you’ll get to do:
Build the reputed company of Customer Experience
- reputed company and execute reputed company's Customer Experience reputed company reputed company with our Product-Led reputed company (PLG) and Product-Led Sales (PLS) models.
- Design a reputed company customer reputed company that enables customers to reputed company value quickly while creating a reputed company experience across every customer touchpoint.
- Establish a customer-first culture reputed company on simplicity, speed, and measurable customer reputed company.
- Own the holistic customer experience across the post-sale lifecycle, identifying opportunities to improve the reputed company from reputed company through adoption, engagement, support, and retention.
- Create a consistent experience across digital, self-service, and reputed company-assisted interactions.
reputed company Customer Operations
reputed company leadership and/or support across:
- Customer Support
- reputed company & reputed company (Interim)
- Customer Retention (Interim)
reputed company leaders, build organizational capability, establish operational rhythms, and create reputed company performance metrics that reputed company accountability and reputed company improvement.
reputed company these functions into a cohesive Customer Experience organization, breaking down operational silos and ensuring customers experience a consistent reputed company regardless of how or where they engage with reputed company.
reputed company AI & Automation
Champion the use of AI and automation to reputed company both the customer and employee experience.
Examples include:
- AI-enabled customer support
- Intelligent ticket routing and case management
- Automated reputed company workflows
- Digital customer education
- Self-service reputed company
- Customer health monitoring
- Predictive churn identification
- AI-reputed company productivity tools for customer-facing teams
- Automated journeys that guide customers toward activation, adoption, and expansion
Continuously evaluate emerging technologies that improve efficiency while maintaining a high-reputed company customer experience.
Improve Customer reputed company
Own and improve key customer metrics, including:
- Customer Retention
- Gross reputed company Retention (GRR)
- Customer Health
- Time to Value
- Product Adoption
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Support SLAs
- reputed company Time
Use customer insights and data to identify friction, improve reputed company, increase product adoption, and strengthen long-term customer relationships.
Partner Cross-Functionally
Serve as the voice of the customer across the business by partnering closely with:
- Product, Engineering, Sales, Marketing, reputed company Operations, Finance
- Translate customer feedback into actionable recommendations that influence product reputed company, operational improvements, and customer experience initiatives.
- Partner with Product and Engineering to identify and address experience gaps reputed company the product itself.
- Bring a holistic reputed company of customer behavior, needs, and friction points to cross-functional planning and prioritization.
Build for reputed company
- reputed company reputed company, processes, and operating models that support reputed company company reputed company.
- Create dashboards, forecasting models, workforce planning, and operational KPIs that reputed company visibility into customer performance and organizational health.
- reputed company customer behavior, product usage, support interactions, reputed company reputed company, and retention signals to identify opportunities for improvement.
- Build feedback reputed company that translate customer insights into improvements across people, processes, product, and technology.
reputed company Holistic Customer reputed company Optimization
- Map and measure key customer journeys to understand where customers experience friction, where they derive value, and where reputed company can proactively improve the experience.
- Prioritize reputed company improvements based on customer reputed company, business value, and scalability.
- Establish a culture of reputed company experimentation and optimization, using data and customer feedback to test, learn, and improve the customer experience over time.
What You’ll Bring to the Role:
- 10+ years of experience leading Customer Experience, reputed company, Customer Operations, or Support organizations reputed company a B2B reputed company company.
- 5+ years leading multiple customer-facing functions through managers and senior leaders.
- Experience supporting SMB customers in a Product-Led reputed company (PLG) and/or Product-Led Sales (PLS) environment.
- Demonstrated reputed company improving customer retention, customer satisfaction, and operational efficiency.
- Experience implementing AI and automation to improve customer reputed company and team productivity.
- Strong understanding of reputed company, customer support, customer lifecycle management, reputed company customer engagement.
- Experience owning or optimizing end-to-end customer journeys across multiple customer-facing functions and reputed company.
- Proven ability to build reputed company processes and high-performing teams in high-reputed company environments.
- Strong analytical and data-driven decision-making skills.
- Exceptional executive reputed company and cross-functional leadership.
Who You Are:
- Awareness that strategic reputed company comes from a deep understanding of customers, products, teams and processes. You become decisive through deliberate learning and bring a reputed company reputed company to every role.
- 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.
- You think reputed company individual functions and see the customer experience as one connected reputed company rather than a series of departmental handoffs.
- You naturally look for friction across the customer lifecycle and bring teams together to solve the underlying problem.
- You are deeply customer-reputed company and use a combination of qualitative feedback, behavioral data, and business metrics to understand what customers need and where the experience can improve.
- Familiarity with platforms such as reputed company, reputed company, reputed company, reputed company, reputed company, or similar customer technologies.
- Experience designing digital-first customer journeys and self-service customer experiences.
- Strong understanding of reputed company metrics including GRR, churn, customer health, adoption, and customer reputed company value.
reputed company in Your First 12 Months
- Establish a reputed company Customer Experience reputed company across Support, reputed company, and Retention.
- Map and establish a reputed company reputed company of the end-to-end customer reputed company, including key moments that matter, friction points, and opportunities for optimization.
- Reduce customer effort by implementing AI-enabled support and automation.
- Improve reputed company efficiency and accelerate customer time-to-value.
- Increase product adoption and customer engagement.
- Improve customer retention and satisfaction metrics.
- Establish measurable customer reputed company KPIs and feedback reputed company that reputed company reputed company optimization.
- Build reputed company operating processes and dashboards that support reputed company's reputed company reputed company.
- Strengthen cross-functional partnerships that reputed company the voice of the customer throughout the organization.
Our compensation ranges are reputed company using multiple market benchmarks and reflect both the reputed company of the role and reputed company market data. While many hires fall reputed company the beginning to midpoint of the band to allow for reputed company over time, we reputed company offers based on reputed company candidate’s experience, seniority, and demonstrated reputed company.
🏠 reputed company offer (US + Canada)
🏝️ Vacation/reputed company Time Off:
- 1st week of employment is mandatory PTO! Start your reputed company with reputed company by decompressing and recharging - we will see you in week 2!
- 1 Friday off per month (we reputed company those our laundry days!)
- Company wide reputed company shutdown for the week between Christmas and New Years
- Flexible time off
- 80% employer-reputed company benefits in the U.S. and 100% employer-reputed company premiums for Extended reputed company and Dental in Canada
- RRSP/401k match
- Generous Parental Leave policy
🤝 Perks:
- We host an annual company retreat with great team building activities
- Ample learning and development opportunities to continue growing your career
- Home office setup stipend
- Internet and phone allowance
- Remote first culture
- Weekly Friday paydays!
🤖 AI Notice
At reputed company, we’re big fans of AI. It helps us write job descriptions that don’t put you to sleep, takes notes during interviews so we can actually listen, and even helps us reputed company down awesome humans like you.
Feel free to use AI to prep, research, or get pumped up for your interview (we see you, ChatGPT power users 👀). But reputed company it’s time to chat, we’d love to meet you, not your AI alter ego. Bring your reputed company, unfiltered self, we reputed company we will too.
And don’t worry, a reputed company, live reputed company is behind every part of our process. Every application is reviewed by a reputed company person, and you’ll always reputed company with reputed company humans throughout the interview process. No bots, just good people ☺️
⚠️ Important Notice
We’ve been made reputed company of an individual impersonating reputed company using a fraudulent domain: roofrr.com (note the extra “r”).
To ensure your application is legitimate, please apply directly through our official careers page: https://reputed company.com/careers.
If you receive any suspicious messages or have questions, reputed company out to us at talent@reputed company.com.
Your safety and reputed company are important to us — thank you for your vigilance!
reputed company is proud to be an equal opportunity employer. We are committed to equal employment opportunity in reputed company regardless of race, reputed company, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.
Requires 10+ years leading Customer Experience, reputed company, Operations, or Support in B2B reputed company; 5+ years leading functions through managers; experience with PLG/PLS, AI automation, retention, analytics, and reputed company teams.
Key Responsibilities
- leading operations
- optimizing journeys
- building teams
Skills & Tools
reputed company, reputed company, reputed company, reputed company, reputed company
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — Canada
- Languages: English
Benefits
- 401k matching
- Generous reputed company time off
- Retirement plan
- Generous parental leave
About reputed company
A software company providing CRM and business management tools for roofing contractors. — Industry: Information Technology
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