Head of Customer Experience

Role overview

This is a senior leadership opportunity in Canada focused on guiding the complete post-sale customer journey. You will be accountable for everything from onboarding and implementation to ongoing support, account expansion, and long-term customer success. The position sits in a fast-moving AI-oriented setting where you will combine technical understanding, commercial ownership, and strategic execution. A small, high-performing team will report into this function, covering solutions engineering, onboarding, support, and account management. The mandate is to create structure, define scalable ways of working, and help establish the customer experience function as the company grows.

This role is suited to someone who is comfortable building from scratch, works well in uncertain environments, and can balance customer empathy with operational discipline. You will also act as the internal champion for customer needs, feeding insights back into product and engineering decisions.

Key accountabilities

• Own and improve the complete customer experience lifecycle, making sure customers realize value from onboarding through expansion.
• Lead, coach, and develop a compact team across solutions engineering, implementation, support, and account management.
• Build repeatable implementation processes and service delivery standards that improve consistency and scale.
• Manage customer support operations across first- and second-line issues, including escalation of technical problems to the right internal teams.
• Maintain strategic customer relationships through ongoing account health checks and quarterly business reviews.
• Spot expansion and upsell opportunities within the customer base and contribute to revenue growth.
• Convert customer feedback into clear inputs for product and engineering, helping shape roadmap priorities.
• Design the scope, pricing logic, and delivery model for a future professional services offering.

Requirements

• 6 to 10 years of experience in customer-facing functions such as consulting, implementation, solutions engineering, account management, or professional services.
• Background in guiding or mentoring teams within technical or fast-growing organizations.
• Strong commercial judgment with the ability to evaluate customer health, anticipate risks, and identify opportunities.
• Working knowledge of AI, machine learning, or data-heavy platforms, with the ability to connect technical and business discussions.
• Experience managing enterprise accounts and presenting structured updates to senior stakeholders, including quarterly business reviews.
• Ability to operate effectively in changing, ambiguous, and evolving environments.
• Excellent communication and stakeholder management skills, especially with executive-level contacts.
• Experience in regulated or compliance-focused industries is considered an advantage.

Benefits and additional information

• Competitive pay appropriate for a senior leadership role.
• Chance to build a customer experience function at an early stage and influence how it scales.
• Direct visibility into product direction and company strategy through customer feedback.
• Exposure to advanced AI and data security solutions used by enterprise customers.
• Leadership responsibility with ownership of team development and organizational design.
• High-growth environment with strong autonomy and meaningful impact.
• Close collaboration with senior technical leaders and executive stakeholders.

Application and privacy information

This role is listed through a partner company that handles applications and the next stages of the hiring process. Applications are reviewed using an AI-supported matching process to identify candidates against the role’s core requirements, after which a shortlist is shared with the hiring company. Final hiring decisions and any interviews or assessments are managed by the employer’s internal team.

By applying, candidates agree that their personal data may be processed for recruitment evaluation and shared with the hiring employer in line with applicable data protection laws, including GDPR where relevant. Applicants may request access, correction, deletion, or objection to their data. AI tools may be used to help review applications, analyze resumes, and support recruitment screening, but human judgment remains part of the final decision-making process.

Work location

This position is based in Canada and is an onsite role.