Head of Customer Experience

About This Opportunity

Our talent team is representing a confidential SaaS company seeking a Head of Customer Experience to lead their post-sale customer strategy. This is a remote position based in Canada, reporting to the Chief Operating Officer.

Our client is a well-funded, product-led growth organization with strong metrics and an ambitious roadmap. They've built a platform that connects multiple solutions into a seamless experience for SMB customers, and they're now scaling their customer experience organization to match their growth trajectory.

This role requires a strategic operator who can build high-performing teams, implement AI and automation at scale, and partner cross-functionally to optimize the end-to-end customer journey.

Responsibilities

• Develop and execute the customer experience strategy aligned with product-led growth and product-led sales models
• Lead multiple customer-facing functions including Customer Support, Onboarding, Customer Success, and Retention
• Design scalable customer journeys that enable rapid time-to-value and seamless experiences across all touchpoints
• Champion AI and automation initiatives such as AI-enabled support, intelligent routing, automated onboarding workflows, self-service knowledge management, and predictive churn identification
• Own key customer metrics including retention, GRR, NPS, CSAT, product adoption, and support SLAs
• Map and optimize end-to-end customer journeys, identifying friction points and opportunities for improvement
• Partner with Product, Engineering, Sales, Marketing, Revenue Operations, and Finance to translate customer feedback into actionable recommendations
• Build scalable processes, dashboards, and operating models that support rapid company growth
• Develop leaders, establish operational rhythms, and create performance metrics that drive accountability
• Serve as the voice of the customer across the organization

What We're Looking For

• 10+ years of experience leading Customer Experience, Customer Success, Customer Operations, or Support organizations within B2B SaaS companies
• 5+ years leading multiple customer-facing functions through managers and senior leaders
• Experience supporting SMB customers in Product-Led Growth (PLG) and/or Product-Led Sales (PLS) environments
• Demonstrated success improving customer retention, satisfaction, and operational efficiency
• Experience implementing AI and automation to improve customer outcomes and team productivity
• Strong understanding of onboarding, customer support, lifecycle management, and digital customer engagement
• Proven ability to build scalable processes and high-performing teams in high-growth environments
• Strong analytical and data-driven decision-making skills with deep understanding of SaaS metrics (GRR, churn, customer health, adoption, LTV)
• Experience partnering with Product and Engineering to improve customer adoption and product usability
• Exceptional executive presence and cross-functional leadership abilities
• Familiarity with platforms such as Intercom, Gainsight, Salesforce, HubSpot, Gong, or similar customer technologies
• Experience designing digital-first customer journeys and self-service experiences

How We Work With You

Candidates apply through Get A Job.ai, where our recruiting team will review your experience and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all communication flows through our team to ensure a professional and coordinated process.

Pay

Pay via Get A Job.ai: $200,000 - $250,000 CAD annually. The final offer will be based on your experience, seniority, and demonstrated impact in similar roles.

Benefits include: Mandatory PTO in first week, one Friday off per month, flexible time off, company shutdown between Christmas and New Year's, 80-100% employer-paid health benefits, RRSP match, generous parental leave, home office stipend, internet and phone allowance, and remote-first culture.

Get A Job.ai is an equal opportunity employer committed to building diverse and inclusive teams. We welcome applicants of all backgrounds and experiences.