Head of Customer Experience & AI Transformation

Roofr; Vancouver; On-site; CAD 200,000 - 250,000; Full time

Benefits offered by this job

1st week of employment PTO

Friday off each month

Remote first culture

Home office stipend

Parental leave

Job summary

Roofr is seeking a Head of Customer Experience to define and execute the post-sale CX strategy, leading a growing CX team. The role focuses on using AI, automation, and a digital-first approach to accelerate time-to-value, improve retention, and deliver world-class experiences at scale.

The leader will balance strategy and execution, partner across Product, Engineering, Sales, Marketing, and Revenue Operations, and drive end-to-end customer journeys from onboarding to expansion.

Qualifications

• 10+ years leading Customer Experience, Success, Operations, or Support in B2B SaaS.
• Experience scaling CX across post-sale journey with data-driven outcomes.
• Proven ability to lead managers and senior leaders across functions.

Responsibilities

• Define and execute Roofr's post-sale CX strategy and vision.
• Lead CX ops, onboarding, retention, and success initiatives.
• Champion AI and automation to improve outcomes and efficiency.
• Partner with Product, Eng, Sales, Marketing and Revenue Ops to optimize journeys.
• Build scalable processes, dashboards, and KPIs for growth.

Skills

Customer Experience leadership

B2B SaaS

Cross-functional leadership

AI & automation

Data-driven decision making

Stakeholder management

Product & Engineering collaboration

Tools

Intercom

Gainsight

Salesforce

HubSpot

Gong

Job description

Roofr is seeking a Head of Customer Experience to define and execute the post-sale CX strategy, leading a growing CX team. The role focuses on using AI, automation, and a digital-first approach to accelerate time-to-value, improve retention, and deliver world-class experiences at scale.

The leader will balance strategy and execution, partner across Product, Engineering, Sales, Marketing, and Revenue Operations, and drive end-to-end customer journeys from onboarding to expansion.