Head of Customer Experience

📋 Description

• Define and lead a post-sale strategy across Support, Onboarding, Customer Success, and Retention.
• Shape a scalable, customer-first organization to accelerate time-to-value, adoption, engagement
• Balance strategic leadership with hands-on operational ownership in a high-growth B2B SaaS
• Leverage AI, automation, self-service, and digital-first experiences to improve outcomes and team
• Collaborate with Product, Engineering, Sales, Marketing, and Revenue Operations to make the
• Build high-performing teams, establish operating models, and use data to reduce friction.

🎯 Requirements

• Experience: 10+ years leading Customer Experience, Customer Success, Customer Operations, or
• Leadership: 5+ years leading multiple customer-facing functions through managers/senior leaders.
• SaaS Expertise: Experience in Product-Led Growth/Sales or product-driven SaaS.
• Outcomes: Proven success improving retention, satisfaction, adoption, and efficiency.
• AI & Automation: Experience implementing AI/automation to improve outcomes and productivity.
• Journey Management: Ownership/influence of end-to-end customer journeys across lifecycle stages.

🎁 Benefits

• Competitive compensation aligned with market and experience.
• Flexible time off for sustainable performance.
• One Friday off per month and company-wide shutdown during holidays.
• Extended healthcare and dental coverage (Canada).
• RRSP matching for retirement savings.
• Parental leave provisions for eligible employees.