Back
Head of Customer Experience
Full-time
Roofr builds a CRM for roofing contractors, connecting aerial roof measurements, digital sales proposals, payments and material ordering into a single platform.
Reporting to the Chief Operating Officer, the Head of Customer Experience will define and execute Roofr's post-sale customer strategy and lead the Customer Experience team. This leader is responsible for building a future-focused organisation that leverages AI, automation and digital-first experiences to accelerate customer time-to-value, improve retention and deliver customer experiences at scale.
Success in this role requires an operator who can balance strategy and tactical execution: building high-performing teams, optimising processes and partnering cross-functionally with Product, Engineering, Sales, Marketing and Revenue Operations to continuously improve the end-to-end customer journey.
Build the future of customer experience
Develop and execute the Customer Experience strategy aligned with Product-Led Growth (PLG) and Product-Led Sales (PLS) models.
Design a scalable customer journey that helps customers reach value quickly across every touchpoint.
Establish a customer-first culture focused on simplicity, speed and measurable customer outcomes.
Own the holistic customer experience across the post-sale lifecycle, from onboarding through adoption, engagement, support and retention.
Create a consistent experience across digital, self-service and human-assisted interactions.
Lead customer operations
Provide leadership and support across Customer Support, Onboarding and Customer Success (interim), and Customer Retention (interim). Develop leaders, build organisational capability, establish operational rhythms and create clear performance metrics that drive accountability and continuous improvement.
Connect these functions into a cohesive Customer Experience organisation, breaking down operational silos so customers get a consistent journey regardless of how they engage.
Drive AI and automation
Champion the use of AI and automation to transform both the customer and employee experience. Examples include:
AI-enabled customer support
Intelligent ticket routing and case management
Automated onboarding workflows
Digital customer education and self-service knowledge management
Customer health monitoring and predictive churn identification
AI-enhanced productivity tools for customer-facing teams
Automated journeys that guide customers toward activation, adoption and expansion
Continuously evaluate emerging technologies that improve efficiency while maintaining a high-quality customer experience.
Improve customer outcomes
Own and improve key customer metrics including customer retention, Gross Revenue Retention, customer health, time to value, product adoption, CSAT, NPS, support SLAs and resolution time. Use customer insights and data to identify friction, improve onboarding, increase product adoption and strengthen long-term relationships.
Partner cross-functionally and build for scale
Serve as the voice of the customer with Product, Engineering, Sales, Marketing, Revenue Operations and Finance.
Translate customer feedback into recommendations that influence product strategy and operational improvements.
Develop scalable systems, processes and operating models that support rapid growth.
Create dashboards, forecasting models, workforce planning and operational KPIs.
Map and measure key customer journeys, prioritising improvements by customer impact, business value and scalability.
Establish a culture of continuous experimentation and optimisation.
What you will bring
10+ years leading Customer Experience, Customer Success, Customer Operations or Support organisations within a B2B SaaS company.
5+ years leading multiple customer-facing functions through managers and senior leaders.
Experience supporting SMB customers in a Product-Led Growth or Product-Led Sales environment.
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, customer lifecycle management and digital customer engagement.
Experience owning or optimising end-to-end customer journeys across multiple functions and touchpoints.
Proven ability to build scalable processes and high-performing teams in high-growth environments.
Strong analytical and data-driven decision-making skills, plus executive presence and cross-functional leadership.
Familiarity with platforms such as Intercom, Gainsight, Salesforce, HubSpot, Gong or similar customer technologies.
Strong understanding of SaaS metrics including GRR, churn, customer health, adoption and customer lifetime value.
Success in your first 12 months
Establish a unified Customer Experience strategy across Support, Onboarding and Retention.
Map the end-to-end customer journey, including moments that matter, friction points and optimisation opportunities.
Reduce customer effort by implementing AI-enabled support and automation.
Improve onboarding efficiency and accelerate customer time-to-value.
Increase product adoption, customer engagement, retention and satisfaction metrics.
Establish measurable customer journey KPIs and feedback loops, plus scalable operating processes and dashboards.
