Head of Customer Experience

New

CanadaFull-TimeManager

Salary not disclosed

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Job Details

Experience: 6–10 years
Required Skills: Artificial IntelligenceMachine LearningAccount ManagementCustomer Success

6–10 years of experience in customer-facing roles such as consulting, implementation, solutions engineering, account management, or professional services
Proven experience leading or mentoring teams in a high-growth or technical environment
Strong commercial mindset with the ability to assess customer health and proactively address risks and opportunities
Solid technical understanding of AI, ML, or data-intensive platforms, with the ability to bridge technical and business discussions
Experience managing enterprise customer relationships and delivering structured executive-level presentations (e.g., QBRs)
Comfort operating in ambiguity, with shifting priorities and evolving processes
Strong communication and stakeholder management skills, particularly with senior decision-makers
Experience in regulated or compliance-heavy industries is a plus

Lead and develop a small team covering solutions engineering, implementation, support, and account management functions
Design and standardize the full implementation lifecycle, building repeatable frameworks that improve scalability and consistency
Oversee customer support (L1 and L2), ensuring timely resolution of issues and effective escalation to internal technical teams
Manage strategic customer relationships, including quarterly business reviews (QBRs) and ongoing account health monitoring
Identify upsell and expansion opportunities across the customer base, contributing directly to revenue growth
Translate customer feedback into actionable insights for product and engineering teams, influencing roadmap priorities
Define and scope a future professional services offering, including pricing and delivery structure

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