Head of Customer Experience

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
• 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 drive customer experience innovation, improve customer outcomes, and partner cross-functionally to optimize the end-to-end customer journey. The Head of Customer Experience will be at the forefront of creating a customer-first culture, owning the holistic customer experience, and leading the customer operations team to ensure a consistent and seamless journey across all touchpoints.

Qualifications

• Minimum of 10 years' experience in customer experience, success, operations, or support within a B2B SaaS environment.
• Proven track record in improving customer retention, satisfaction, and operational efficiency.
• Experience in AI and automation implementation.
• Strong understanding of customer lifecycle management.
• Ability to build and lead high-performing teams.
• Deep customer-centric approach.
• Ability to identify and address customer friction.
• Talent for driving continuous optimization.
• Strong analytical skill set.
• Exceptional executive presence.
• Ability to partner effectively with cross-functional teams.

Hiring Manager Title

Chief Operating Officer

Functions

• Marketing
• Business Development