Head of Customer Experience

About the role

This senior leadership position is responsible for owning the full post‑sales customer journey for an AI‑driven platform. Based in Canada, you will shape a rapidly scaling customer experience function while leading a high‑performing team.

Key responsibilities

• Own and evolve the end‑to‑end customer experience, from onboarding to expansion.
• Lead and develop a small team covering solutions engineering, implementation, support, and account management.
• Design and standardise a repeatable implementation lifecycle to improve scalability.
• Oversee L1 and L2 customer support, ensuring timely issue resolution and escalation.
• Manage strategic enterprise relationships, conduct quarterly business reviews and monitor account health.
• Identify upsell and expansion opportunities to drive revenue growth.
• Translate customer feedback into actionable insights for product and engineering teams.
• Define the scope, pricing and delivery model for a future professional services offering.

Required profile

• 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 high‑growth or technical environments.
• Strong commercial mindset with the ability to assess customer health and address risks.
• Experience managing enterprise relationships and delivering executive‑level presentations (e.g., QBRs).

Required skills

• Artificial Intelligence (AI)
• Machine Learning (ML)
• Data‑intensive platforms