Head of Customer Experience About the Company Popular trade sales platform Industry Computer Software Type Privately Held, VC-backed Founded 2015 Employees 201-500 Funding $6-$10 million Categories - Construction - Home Improvement - Home Renovation - Marketplace Specialties - saas - b2b - roofing software - quotes and invoices - proposals - and measurements About the Role The Company is seeking a Head of Customer Experience to join their dynamic team. The successful candidate will be responsible for defining and executing the post-sale customer strategy, with a focus on building a future-oriented organization that leverages AI, automation, and digital-first experiences. This role requires a leader who can balance strategic vision with tactical execution, and who is adept at building high-performing teams, optimizing processes, and partnering cross-functionally to enhance the end-to-end customer journey. The Head of Customer Experience will be at the forefront of driving customer outcomes, improving key metrics, and ensuring a cohesive, world-class experience across all customer touchpoints. Applicants for the Head of Customer Experience position at the company should have a minimum of 10 years' experience in customer experience, success, operations, or support within a B2B SaaS environment, with at least 5 years in a leadership role. The ideal candidate will have a proven track record of improving customer retention, satisfaction, and operational efficiency, as well as experience in implementing AI and automation to enhance customer and team experiences. A strong understanding of customer lifecycle management, digital engagement, and SaaS metrics is essential. The role demands a deeply customer-centric individual who is adept at using data and feedback to drive continuous improvement and is capable of building and scaling processes in a high-growth setting. Hiring Manager Title Chief Operating Officer Functions - Marketing - Business Development
Head of Customer Experience • Kitchener, Ontario, CA
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