Head of Customer Experience in Canada Creek, Nova Scotia at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Experience based in Canada.

As Head of Customer Experience, you will define and lead a comprehensive post-sale strategy across Support, Onboarding, Customer Success, and Retention.
You will shape a scalable, customer-first organization designed to accelerate time-to-value, adoption, engagement, and long-term retention.
The role combines strategic leadership with hands-on operational ownership in a high-growth B2B SaaS environment.
You will use AI, automation, self-service, and digital-first experiences to improve both customer outcomes and team productivity.
Working closely with Product, Engineering, Sales, Marketing, and Revenue Operations, you will make the customer journey a shared company-wide priority.
You will build high-performing teams, establish measurable operating models, and use data and customer insights to continuously eliminate friction.
This is a high-impact leadership opportunity for a builder who wants to transform customer experience at scale.

• Customer Experience Strategy: Define and execute a unified post-sale customer experience strategy aligned with Product-Led Growth and Product-Led Sales models, covering onboarding, adoption, engagement, support, success, and retention.
• Customer Journey Ownership: Map and optimize the end-to-end customer journey, identifying friction points, moments that matter, and opportunities to create faster, simpler, and more consistent customer experiences.
• Customer Operations Leadership: Lead and/or support Customer Support, Onboarding & Customer Success, and Customer Retention functions, creating clear operating rhythms, accountability structures, performance metrics, and scalable processes.
• Team Development: Build and develop high-performing customer-facing teams and leaders, strengthening organizational capabilities while establishing a culture centered on customer outcomes, simplicity, speed, and continuous improvement.
• AI & Automation: Champion AI, automation, and digital-first solutions such as intelligent support, automated onboarding, self-service education, customer health monitoring, predictive churn identification, and automated lifecycle journeys.
• Customer Outcomes: Own and improve key metrics including retention, Gross Revenue Retention (GRR), customer health, time-to-value, product adoption, CSAT, NPS, support SLAs, and resolution times.
• Cross-Functional Leadership: Act as the voice of the customer across Product, Engineering, Sales, Marketing, Revenue Operations, and Finance, translating customer feedback and behavioral data into actionable business and product recommendations.
• Operational Scalability: Build dashboards, forecasting models, workforce planning processes, KPIs, and feedback loops that provide visibility into customer performance and organizational health as the business scales.
• Continuous Optimization: Establish a culture of experimentation using qualitative feedback, customer behavior, and business data to test, learn, and continuously improve customer journeys and operational performance.
• First-Year Impact: Establish a unified Customer Experience strategy, clarify the end-to-end journey, reduce customer effort, accelerate onboarding and time-to-value, improve adoption and retention, and strengthen cross-functional customer advocacy.

• Experience: 10+ years of experience leading Customer Experience, Customer Success, Customer Operations, or Customer Support organizations within a B2B SaaS environment.
• Leadership: At least 5 years of experience leading multiple customer-facing functions through managers and senior leaders, with a proven ability to build scalable, high-performing organizations.
• SaaS Expertise: Strong experience supporting SMB customers in Product-Led Growth, Product-Led Sales, or similarly product-driven SaaS environments.
• Customer Outcomes: Demonstrated success improving retention, customer satisfaction, operational efficiency, adoption, and other customer lifecycle metrics.
• AI & Automation: Proven experience implementing AI, automation, or digital-first experiences to improve customer outcomes, operational efficiency, and team productivity.
• Customer Journey Management: Experience owning or significantly influencing end-to-end customer journeys spanning onboarding, adoption, engagement, support, success, and retention.
• Data-Driven Leadership: Strong analytical capabilities and the ability to combine customer feedback, behavioral data, and business metrics to identify problems and make informed decisions.
• Cross-Functional Influence: Exceptional ability to collaborate with and influence Product, Engineering, Sales, Marketing, Revenue Operations, and other stakeholders beyond your direct organization.
• Strategic & Operational Mindset: Ability to translate a strategic vision into practical operating models, processes, KPIs, dashboards, and measurable initiatives in a high-growth environment.
• Executive Presence: Strong communication, stakeholder management, and executive leadership skills, with the ability to create alignment and drive organizational change.
• Customer Technology: Familiarity with platforms such as Intercom, Gainsight, Salesforce, HubSpot, Gong, or comparable customer experience and revenue technologies.
• SaaS Metrics: Strong understanding of GRR, churn, customer health, adoption, customer satisfaction, NPS, and customer lifetime value.
• Builder Mindset: Comfortable operating in an evolving environment, learning deeply about customers, products, teams, and processes before making decisive, high-impact changes.
• Customer-Centric Approach: Naturally focused on identifying friction and solving root causes rather than treating customer experience as a series of disconnected departmental handoffs.

• Competitive compensation: Compensation is benchmarked against multiple market sources and tailored to the candidate’s experience, seniority, and demonstrated impact.
• Flexible time off: Flexible vacation and paid time off designed to support sustainable performance and work-life balance.
• Extra time away: One Friday off per month, plus a company-wide paid shutdown during the week between Christmas and New Year’s.
• Extended healthcare: 100% employer-paid premiums for Extended Healthcare and Dental coverage for employees in Canada.
• Retirement savings: RRSP matching to support long-term financial planning.
• Parental leave: Generous parental leave provisions for eligible employees.
• Remote-first culture: Work remotely from Canada with a flexible environment designed to support distributed teams.
• Home office support: Home office setup stipend, plus internet and phone allowances.
• Learning & development: Ample opportunities to develop new skills, grow professionally, and take on greater responsibility.
• Team connection: Annual company retreat and opportunities to build relationships and collaborate with colleagues.
• Weekly pay: Weekly Friday paydays for greater consistency and convenience.
• AI-forward environment: Opportunity to work with AI and automation as strategic tools for improving customer and employee experiences.