Head of Customer Experience

About the role

Buildern, the leading construction management platform, is seeking a Head of Customer Experience to own and scale the entire customer journey. This senior leader will guide Customer Success, Support, and Onboarding teams, ensuring builders receive a seamless, high‑impact experience from implementation through expansion.

Key responsibilities

• Define and execute the overall Customer Experience strategy, covering onboarding, adoption, support, retention, and growth.
• Build and continuously improve scalable processes, workflows, operating standards, and escalation paths.
• Establish and track core metrics such as retention, churn, CSAT, NPS, SLA compliance, onboarding time, and time‑to‑value.
• Identify bottlenecks and apply automation, AI, or process redesign to boost efficiency and scalability.
• Recruit, coach, and develop high‑performing Customer Experience teams, setting clear roles, ownership, and performance expectations.
• Create playbooks, documentation, and internal standards that deliver consistent, high‑quality service.
• Partner with Product, Engineering, and QA to turn customer feedback into actionable product improvements.
• Represent the voice of the customer in strategic discussions, influencing company and product direction.

Required profile

• 7+ years of experience in Customer Success, Customer Experience, or Customer Support, preferably in B2B SaaS.
• 3+ years of experience leading and scaling customer‑facing teams.
• Strong strategic thinking combined with hands‑on operational execution.
• Data‑driven decision‑making with a track record of improving retention and satisfaction metrics.
• Excellent communication and stakeholder‑management skills.

Required skills