Are you the kind of leader who genuinely loses sleep over how to make a customer's day better? At Roofr, we are entirely obsessed with the people who use our platform every single day. We built our all in one CRM because real roofing professionals asked us for a simpler way to run their businesses. Now, we need a visionary Head of Customer Experience to step in, take the reins, and guide our post sale journey to incredible new heights. If you love building scalable support ecosystems and want to shape the future of a booming tech startup from anywhere in the world, you just found your next big adventure.
Overview
This is a fully remote, worldwide opportunity where you will report directly to our Chief Operating Officer. You will take complete ownership of defining and executing our post sale customer strategy. As the leader of our Customer Experience team, your mission is to ensure every roofer who joins our platform achieves massive success and stays with us for the long haul.
Key Responsibilities
- Design and scale a world class post sale customer journey that drives high retention and lifelong loyalty.
- Lead, mentor, and inspire a growing team of customer success and support professionals across multiple time zones.
- Partner closely with our product and engineering teams to channel customer feedback straight into our upcoming roadmap.
- Build data driven frameworks to track key metrics like churn, net promoter score, and customer lifetime value.
- Optimize onboarding processes so new users can see the value of Roofr faster than ever before.
Requirements
- A proven track record of leading customer success or experience teams within high growth B2B SaaS environments.
- Deep empathy for customers and a relentless drive to solve complex operational problems.
- Exceptional communication skills and the ability to rally cross functional teams around a shared vision.
- Strong analytical mindset with the ability to turn raw data into actionable retention strategies.
What You'll Gain
- The chance to make a massive, visible impact at a financially strong and rapidly scaling startup.
- Competitive compensation paired with meaningful equity opportunities.
- The ultimate flexibility of working fully remotely from wherever you feel most inspired.
How to Apply
Click the apply button below to view the full job details and submit your application directly through the employer's official page.
