Customer Support Specialist supporting Modash users through troubleshooting, guidance, and documentation. Improving customer experience for a Canada - based remote support team.
About the role
- Head of Customer Experience scaling post-sale operations for Roofr’s roofing CRM platform. Leading AI-enabled support, onboarding, retention, and customer journey optimization across a growing SaaS business.
Responsibilities
- Define and execute Roofr’s post-sale Customer Experience strategy
- Lead the Customer Experience team and build a future-focused organization
- Design a scalable customer journey across onboarding, adoption, engagement, support, and retention
- Establish a customer-first culture focused on simplicity, speed, and measurable outcomes
- Provide leadership and/or support across Customer Support, interim Onboarding & Customer Success, and interim Customer Retention
- Develop leaders, organizational capability, operational rhythms, performance metrics, and accountability systems
- Connect customer-facing functions into a cohesive Customer Experience organization
- Champion AI and automation, including AI-enabled support, intelligent ticket routing, automated onboarding, digital education, self-service knowledge management, customer health monitoring, predictive churn identification, and automated customer journeys
- Own and improve retention, GRR, customer health, time to value, product adoption, CSAT, NPS, support SLAs, and resolution time
- Use customer insights and data to identify friction, improve onboarding, increase adoption, and strengthen relationships
- Partner with Product, Engineering, Sales, Marketing, Revenue Operations, and Finance as the voice of the customer
- Translate customer feedback into product, operational, and customer experience improvements
- Develop scalable systems, processes, operating models, dashboards, forecasting models, workforce planning, and operational KPIs
- Map, measure, prioritize, and continuously optimize end-to-end customer journeys
- Establish a unified Customer Experience strategy, journey KPIs, feedback loops, scalable operating processes, and cross-functional partnerships within the first 12 months
Requirements
- 10+ years of experience leading Customer Experience, Customer Success, Customer Operations, or Support organizations within a B2B SaaS company
- 5+ years leading multiple customer-facing functions through managers and senior leaders
- Experience supporting SMB customers in a Product-Led Growth and/or Product-Led Sales environment
- Demonstrated success improving customer retention, customer satisfaction, and operational efficiency
- Experience implementing AI and automation to improve customer outcomes and team productivity
- Strong understanding of onboarding, customer support, customer lifecycle management, and digital customer engagement
- Experience owning or optimizing end-to-end customer journeys across multiple customer-facing functions and touchpoints
- Proven ability to build scalable processes and high-performing teams in high-growth environments
- Strong analytical and data-driven decision-making skills
- Exceptional executive presence and cross-functional leadership
- 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
- Familiarity with Intercom, Gainsight, Salesforce, HubSpot, Gong, or similar customer technologies
- Experience designing digital-first customer journeys and self-service customer experiences
- Strong understanding of SaaS metrics including GRR, churn, customer health, adoption, and customer lifetime value
Benefits
- 1st week of employment is mandatory PTO
- 1 Friday off per month
- Company wide paid shutdown for the week between Christmas and New Years
- Flexible time off
- 80% employer-paid benefits in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada
- RRSP/401k match
- Generous Parental Leave policy
- Annual company retreat with team building activities
- Ample learning and development opportunities
- Home office setup stipend
- Internet and phone allowance
- Remote first culture
- Weekly Friday paydays
- Significant growth and equity opportunity
Job title
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Degree requirement
No Education Requirement
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