Head of Customer Experience

At Roofr, we’re obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. That’s what makes Roofr’s CRM special. We started by building essential sales tools like aerial roof measurements and digital sales proposals. But when our customers asked for a simple, affordable way to manage and scale their entire businesses, we listened. So, we created a CRM that connects these solutions—along with payments, material ordering, and more—into a seamless, powerful platform. With a clear roadmap ahead, we’re excited to continue expanding and leading the market with innovative products.

We have an amazing culture, strong financials, and best-in-class company metrics. It’s an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer its team significant growth, equity, and the opportunity to make a real impact.

This position is for an existing vacancy.

Reporting to the Chief Operating Officer, the Head of Customer Experience will define and execute Roofr's post-sale customer strategy, leading Customer Experience team.

This leader will be responsible for building a future-focused organization that leverages AI, automation, and digital-first experiences to accelerate customer time-to-value, improve retention, and deliver world-class customer experiences at scale.

Success in this role requires an operator who can balance strategy and tactical execution to build high-performing teams, optimize processes, and partner cross-functionally with Product, Engineering, Sales, Marketing, and Revenue Operations to continuously optimize the end-to-end customer journey and create a cohesive experience across every customer touchpoint.

What you’ll get to do:

Build the Future of Customer Experience

• Develop and execute Roofr's Customer Experience strategy aligned with our Product-Led Growth (PLG) and Product-Led Sales (PLS) models.

• Design a scalable customer journey that enables customers to achieve value quickly while creating a seamless experience across every customer touchpoint.

• Establish a customer-first culture focused on simplicity, speed, and measurable customer outcomes.

• Own the holistic customer experience across the post-sale lifecycle, identifying opportunities to improve the journey 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/or support across:

• Customer Support

• Onboarding & Customer Success (Interim)

• Customer Retention (Interim)

Develop leaders, build organizational capability, establish operational rhythms, and create clear performance metrics that drive accountability and continuous improvement.

Connect these functions into a cohesive Customer Experience organization, breaking down operational silos and ensuring customers experience a consistent journey regardless of how or where they engage with Roofr.

Drive AI & 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

• Self-service knowledge management

• Customer health monitoring

• 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 (GRR)

• Customer Health

• Time to Value

• Product Adoption

• Customer Satisfaction (CSAT)

• Net Promoter Score (NPS)

• Support SLAs

• Resolution Time

Use customer insights and data to identify friction, improve onboarding, increase product adoption, and strengthen long-term customer relationships.

Partner Cross-Functionally

Serve as the voice of the customer across the business by partnering closely with:

• Product, Engineering, Sales, Marketing, Revenue Operations, Finance

• Translate customer feedback into actionable recommendations that influence product strategy, operational improvements, and customer experience initiatives.

• Partner with Product and Engineering to identify and address experience gaps within the product itself.

• Bring a holistic view of customer behavior, needs, and friction points to cross-functional planning and prioritization.

Build for Scale

• Develop scalable systems, processes, and operating models that support rapid company growth.

• Create dashboards, forecasting models, workforce planning, and operational KPIs that provide visibility into customer performance and organizational health.

• Connect customer behavior, product usage, support interactions, onboarding progress, and retention signals to identify opportunities for improvement.

• Build feedback loops that translate customer insights into improvements across people, processes, product, and technology.

Drive Holistic Customer Journey Optimization

• Map and measure key customer journeys to understand where customers experience friction, where they derive value, and where Roofr can proactively improve the experience.

• Prioritize journey improvements based on customer impact, business value, and scalability.

• Establish a culture of continuous experimentation and optimization, using data and customer feedback to test, learn, and improve the customer experience over time.

What You’ll Bring to the Role:

• 10+ years of experience leading Customer Experience, Customer Success, Customer Operations, or Support organizations within a B2B SaaS company.

• 5+ years leading multiple customer-facing functions through managers and senior leaders.

• Experience supporting SMB customers in a