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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Experience based in Canada.
This is a high-impact leadership role focused on owning the full post-sales customer journey, from implementation through support and long-term account growth. You will lead a small but high-performing team responsible for solutions engineering, onboarding, support, and account management, while helping shape the foundations of a rapidly scaling customer experience function. The role combines technical depth, commercial ownership, and strategic thinking in a fast-moving AI-driven environment. You will define and standardize implementation and service delivery frameworks to support enterprise customers working with sensitive and complex data environments. Acting as the voice of the customer internally, you will directly influence product direction and roadmap decisions. This is a hands-on leadership position where execution, structure-building, and customer empathy are all equally critical. It is well suited for someone who thrives in ambiguity and enjoys building systems from the ground up.
Accountabilities:
In this role, you will own and evolve the end-to-end customer experience function, ensuring customers achieve value from onboarding through expansion while building scalable processes to support growth.
- 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
Requirements:
This role requires strong client-facing leadership experience, technical literacy, and the ability to operate in fast-changing, early-stage environments.
- 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
Benefits:
- Competitive compensation aligned with senior leadership responsibilities
- Opportunity to define and build a customer experience function from an early stage
- Direct influence on product direction and company strategy through customer insights
- Exposure to cutting-edge AI and data security technologies used by enterprise clients
- Leadership role with team-building and organizational design ownership
- Fast-paced, high-growth environment with significant autonomy and impact
- Opportunity to work closely with senior technical and executive stakeholders
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