Head of Customer Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Experience based in Canada.

As Head of Customer Experience, you will define and lead a comprehensive post-sale strategy across Support, Onboarding, Customer Success, and Retention. You will shape a scalable, customer-first organization designed to accelerate time-to-value, adoption, engagement, and long-term retention. The role combines strategic leadership with hands-on operational ownership in a high-growth B2B SaaS environment. You will use AI, automation, self-service, and digital-first experiences to improve both customer outcomes and team productivity. Working closely with Product, Engineering, Sales, Marketing, and Revenue Operations, you will make the customer journey a shared company-wide priority. You will build high-performing teams, establish measurable operating models, and use data and customer insights to continuously eliminate friction. This is a high-impact leadership opportunity for a builder who wants to transform customer experience at scale.

Accountabilities: Customer Experience Strategy: Define and execute a unified post-sale customer experience strategy aligned with Product-Led Growth and Product-Led Sales models, covering onboarding, adoption, engagement, support, success, and retention.

Customer Journey Ownership: Map and optimize the end-to-end customer journey, identifying friction points, moments that matter, and opportunities to create faster, simpler, and more consistent customer experiences.

Customer Operations Leadership: Lead and/or support Customer Support, Onboarding & Customer Success, and Customer Retention functions, creating clear operating rhythms, accountability structures, performance metrics, and scalable processes.

Team Development: Build and develop high-performing customer-facing teams and leaders, strengthening organizational capabilities while establishing a culture centered on customer outcomes, simplicity, speed, and continuous improvement.

AI & Automation: Champion AI, automation, and digital-first solutions such as intelligent support, automated onboarding, self-service education, customer health monitoring, predictive churn identification, and automated lifecycle journeys.

Customer Outcomes: Own and improve key metrics including retention, Gross Revenue Retention (GRR), customer health, time-to-value, product adoption, CSAT, NPS, support SLAs, and resolution times.

Cross-Functional Leadership: Act as the voice of the customer across Product, Engineering, Sales, Marketing, Revenue Operations, and Finance, translating customer feedback and behavioral data into actionable business and product recommendations.

Operational Scalability: Build dashboards, forecasting models, workforce planning processes, KPIs, and feedback loops that provide visibility into customer performance and organizational health as the business scales.

Continuous Optimization: Establish a culture of experimentation using qualitative feedback, customer behavior, and business data to test, learn, and continuously improve customer journeys and operational performance.

First-Year Impact: Establish a unified Customer Experience strategy, clarify the end-to-end journey, reduce customer effort, accelerate onboarding and time-to-value, improve adoption and retention, and strengthen cross-functional customer advocacy.

Requirements

Experience: 10+ years of experience leading Customer Experience, Customer Success, Customer Operations, or Customer Support organizations within a B2B SaaS environment.

Leadership: At least 5 years of experience leading multiple customer-facing functions through managers and senior leaders, with a proven ability to build scalable, high-performing organizations.

SaaS Expertise: Strong experience supporting SMB customers in Product-Led Growth, Product-Led Sales, or similarly product-driven SaaS environments.

Customer Outcomes: Demonstrated success improving retention, customer satisfaction, operational efficiency, adoption, and other customer lifecycle metrics.

AI & Automation: Proven experience implementing AI, automation, or digital-first experiences to improve customer outcomes, operational efficiency, and team productivity.

Customer Journey Management: Experience owning or significantly influencing end-to-end customer journeys spanning onboarding, adoption, engagement, support, success, and retention.

Data-Driven Leadership: Strong analytical capabilities and the ability to combine customer feedback, behavioral data, and business metrics to identify problems and make informed decisions.

Cross-Functional Influence: Exceptional ability to collaborate with and influence Product, Engineering, Sales, Marketing, Revenue Operations, and other stakeholders beyond your direct organization.

Strategic & Operational Mindset: Ability to translate a strategic vision into practical operating models, processes, KPIs, dashboards, and measurable initiatives in a high-growth environment.

Executive Presence: Strong communication, stakeholder management, and executive leadership skills, with the ability to create alignment and drive organizational change.

Customer Technology: Familiarity with platforms such as Intercom, Gainsight, Salesforce, HubSpot, Gong, or comparable customer experience and revenue technologies.

SaaS Metrics: Strong understanding of GRR, churn, customer health, adoption, customer satisfaction, NPS, and customer lifetime value.

Builder Mindset: Comfortable operating in an evolving environment, learning deeply about customers, products, teams, and processes before making decisive, high-impact changes.

Customer-Centric Approach: Naturally focused on identifying friction and solving root causes rather than treating customer experience as a series of disconnected departmental handoffs.

Benefits

Competitive compensation: Compensation is benchmarked against multiple market sources and tailored to the candidate’s experience, seniority, and demonstrated impact.

Flexible time off: Flexible vacation and paid time off designed to support sustainable performance and work-life balance.

Extra time away: One Friday off per month, plus a company-wide paid shutdown during the week between Christmas and New Year’s.

Extended healthcare: 100% employer-paid premiums for Extended Healthcare and Dental coverage for employees in Canada.

Retirement savings: RRSP matching to support long-term financial planning.

Parental leave: Generous parental leave provisions for eligible employees.

Remote-first culture: Work remotely from Canada with a flexible environment designed to support distributed teams.

Home office support: Home office setup stipend, plus internet and phone allowances.

Learning & development: Ample opportunities to develop new skills, grow professionally, and take on greater responsibility.

Team connection: Annual company retreat and opportunities to build relationships and collaborate with colleagues.

Weekly pay: Weekly Friday paydays for greater consistency and convenience.

AI-forward environment: Opportunity to work with AI and automation as strategic tools for improving customer and employee experiences.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1