Head of Customer Experience (SaaS)

Location: Yerevan, Armenia

Company

Construction technology company providing a SaaS platform that helps residential and commercial builders manage projects from estimating through financials.

What you will do

• Lead Customer Success, Customer Support, and Customer Onboarding / Implementation across the full customer journey.
• Build scalable workflows, operating standards, escalation paths, playbooks, and documentation.
• Define and manage metrics including retention, churn, CSAT, NPS, SLAs, onboarding, adoption, and time-to-value.
• Hire, coach, and develop customer-facing teams and leaders while establishing clear ownership and performance expectations.
• Partner with Product, Engineering, and QA to turn customer feedback, recurring issues, and product gaps into improvements.
• Represent the voice of the customer in company strategy and lead key customer relationships and critical escalations.

Requirements

• 7+ years of experience in Customer Success, Customer Experience, Customer Support, or related customer-facing functions.
• 3+ years of experience leading and developing customer-facing teams and managers.
• Experience building or scaling Customer Success, Support, and/or Onboarding operations.
• Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, customer health, retention, renewals, and expansion.
• Strong operational, analytical, leadership, coaching, communication, and cross-functional collaboration skills.
• Experience partnering with Product and Engineering and using customer data and performance metrics to drive improvements.

Nice to have

• Experience scaling Customer Experience operations in a high-growth SaaS startup or scale-up.
• Experience with construction technology, ERP, accounting, project management, or workflow-heavy B2B software.
• Experience implementing automation and AI in Customer Success or Support operations.
• Experience supporting customers across multiple regions and time zones.

Culture & Benefits

• Significant ownership over the Customer Experience function and customer journey.
• Opportunity to build and scale teams, processes, and operating standards.
• Direct influence on product strategy, company strategy, customer retention, and long-term growth.
• Fast-paced and evolving product environment.