Description
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
