Chief Customer Experience & Growth Architect (Remote)

Encircle Inc.

Kitchener

Hybrid

CAD 180,000 - 260,000

Full time

14 days+

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Benefits offered by this job

Remote-friendly

Hybrid work option in Kitchener

Collaboration hub in Kitchener

Job summary

Encircle Inc. in Canada is seeking a VP, Customer Experience to own the full post‑sale journey from onboarding through renewal and expansion, and to define the metrics that prove the experience is working: GRR, NRR, churn and expansion revenue.

You will lead three managers—Onboarding & Activation, Account Growth, and Support—building an operating system that ties activation milestones, tiered engagement, published benchmarks and live dashboards to customer outcomes, while scaling with product,

Qualifications

10+ years in customer success or related post-sale roles in B2B SaaS.
3–5 years in senior leadership (Director, VP or equivalent) leading managers.
Proven ability to improve NRR and GRR with measurable results.
Experience scaling post-sale teams across SMB and enterprise.
Strong analytics mindset with data-driven decision making.

Responsibilities

Own retention and expansion revenue across the customer base: GRR, NRR, renewal forecast and expansion pipeline.
Set customer experience standards for activation milestones, health scoring and playbooks across all accounts.
Maintain high customer success by understanding drivers of renewals and losses and drive adoption depth.
Translate product roadmap into customer value as AI-driven products ship, aligning launches with customers and expansion revenue.