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 - 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 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. 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. The role demands a strategic thinker with a proven track record in improving customer retention, satisfaction, and operational efficiency. The ideal candidate will have experience in AI and automation implementation, a strong understanding of customer lifecycle management, and the ability to build and lead high-performing teams. A deep customer-centric approach, the ability to identify and address customer friction, and a talent for driving continuous optimization are essential. The Head of Customer Experience will also be expected to have a strong analytical skill set, exceptional executive presence, and the ability to partner effectively with cross-functional teams. Hiring Manager Title Chief Operating Officer Functions - Marketing - Business Development