Roofr
Head of Customer Experience
CanadaRemotePosted Today$200 – $250
Full TimeExecutiveRemoteCA
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Job Description
At Roofr, we’re obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. That’s what makes Roofr’s CRM special. We started by building
Key Highlights
- Develop and execute Roofr’s Customer Experience strategy aligned with our Product-Led Growth (PLG) and Product-Led Sales (PLS) models.
- Design a scalable customer journey that enables customers to achieve value quickly while creating a seamless experience across every customer touchpoint.
- Establish a customer-first culture focused on simplicity, speed, and measurable customer outcomes.
- Own the holistic customer experience across the post-sale lifecycle, identifying opportunities to improve the journey from onboarding through adoption, engagement, support, and retention.
- Create a consistent experience across digital, self-service, and human-assisted interactions.
Qualifications
Required Qualifications
- Awareness that strategic clarity comes from a deep understanding of customers, products, teams and processes. You become decisive through deliberate learning and bring a growth mindset to every role.
- Experience scaling a Customer Experience organization and innovating to solve problems.
- Experience partnering closely with Product and Engineering to improve customer adoption and product usability.
- You think beyond individual functions and see the customer experience as one connected journey rather than a series of departmental handoffs.
- You naturally look for friction across the customer lifecycle and bring teams together to solve the underlying problem.
- You are deeply customer-centric and use a combination of qualitative feedback, behavioral data, and business metrics to understand what customers need and where the experience can improve.
- Familiarity with platforms such as Intercom, Gainsight, Salesforce, HubSpot, Gong, or similar customer technologies.
- Experience designing digital-first customer journeys and self-service customer experiences.
- Strong understanding of SaaS metrics including GRR, churn, customer health, adoption, and customer lifetime value.
- Awareness that strategic clarity comes from a deep understanding of customers, products, teams and processes. You become decisive through deliberate learning and bring a growth mindset to every role.
- Experience scaling a Customer Experience organization and innovating to solve problems.
- Experience partnering closely with Product and Engineering to improve customer adoption and product usability.
- You think beyond individual functions and see the customer experience as one connected journey rather than a series of departmental handoffs.
- You naturally look for friction across the customer lifecycle and bring teams together to solve the underlying problem.
- You are deeply customer-centric and use a combination of qualitative feedback, behavioral data, and business metrics to understand what customers need and where the experience can improve.
- Familiarity with platforms such as Intercom, Gainsight, Salesforce, HubSpot, Gong, or similar customer technologies.
- Experience designing digital-first customer journeys and self-service customer experiences.
- Strong understanding of SaaS metrics including GRR, churn, customer health, adoption, and customer lifetime value.
About the Company
Roofr
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Job Details
Employment Type
Full Time
Experience Level
Executive
Salary Range
$200 – $250
Location
Canada
Work Mode
Remote
Posted
Today
Country
CA