Head of Customer Experience

7 months ago


Toronto, Canada Practice Better Full time

**Location**: Our office is located in Toronto, ON, Canada, however the role is remote/hybrid/flexible and **open to Canada & US applicants**.

Practice Better is a leading all-in-one practice management software solution transforming how health & wellness professionals run their practices and support their clients. The company serves 10,000+ customers in over 70+ countries across the globe, and processes hundreds of millions annually in payments on behalf of customers. Over 65% of PB customers growth coming from word of mouth and referrals, Practice Better has recorded a 300% compound annual growth rate (CAGR. In addition to supporting thousands of nutrition-focused practitioners and coaches, Practice Better has seen incredible adoption from other verticals within the health and wellness space including naturopathic doctors, chiropractors, mental health therapists, and other wellness professionals. Its platform empowers wellness professionals to streamline admin work, engage clients, and scale their practices beyond the traditional 1:1 model. Its consistent, best-in-class NPS score and organic growth from word-of-mouth referrals are a testament to its happy customers.

**About the Position**

We are looking for a Head of Customer Experience to oversee all aspects of our customer journey and ensure that our customers are getting the most value from our products and services. The Head of Customer Experience will be responsible for developing and implementing strategies to improve customer satisfaction, retention, and loyalty.

**Accountabilities**
- Develop and implement world-class in-product automation to onboard all customers via tech touch to reach setup and activation moments.
- Develop and implement a customer experience strategy leveraging technology that aligns with the company's goals and objectives.
- Define and measure key performance indicators (KPIs) to assess the effectiveness of customer experience initiatives.
- Manage and lead a team of customer experience professionals, consisting of implementation specialists, CSM, and support teams, providing guidance and support to ensure excellent service delivery.
- Identify pain points in the customer journey and develop solutions to address them.
- Work closely with other departments, including product, marketing, sales, and operations, to ensure a seamless customer experience across all touch points.
- Conduct customer research and analysis to gain insights into customer needs and preferences.
- Implement customer feedback mechanisms to systematically collect, analyze, and act on customer feedback.
- Stay up-to-date with the latest trends, tech stack, and best practices in customer experience.

**Requirements**:

- 3+ years leading a customer experience function of a product-led company
- Bachelor's degree in business administration, marketing, or a related field.
- Proven track record of developing and implementing successful customer experience strategies.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical and strategic thinking abilities.
- Experience with customer research and analysis.
- Budget management experience.

**Does this sound like you?**

**Benefits**
- A friendly and inclusive culture that prioritizes weekly team bonding and monthly company-wide social events. We pride ourselves on maintaining a culture where everyone feels engaged, inspired, and excited to come to work every day.
- 100% employer-funded health and dental benefits, plus an HSA balance, starting from day 1
- Home office equipment (laptop, monitor, keyboard, mouse, headset - whatever you need to perform at your best)
- An annual Professional Development allowance for continuous, self-directed growth and learning opportunities
- An annual Health & Wellness allowance for you to be well and work well
- Monthly employer-paid subscription to Dialogue for all employees
- 4 weeks paid vacation
- 5 paid sick days
- Practice Better is a respectful, caring, and inclusive workplace. We are committed to accessibility, diversity, and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the requirements for the position. Applicants need to make their requirements known when contacted._
- _
- Practice Better is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors._



  • Greater Toronto Area, Canada Ascend FS Full time

    Role OverviewWe are seeking a seasoned Head of Lifecycle Marketing and Customer Experience to lead our customer-centric initiatives. As a strategic thought leader, you will develop and execute end-to-end lifecycle marketing strategies that foster long-term customer relationships.


  • Old Toronto, Canada Themis Solutions Full time

    Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.Company Overview:We are currently seeking an experienced Head of Customer Insights and Experience to join our Product Design team. As a key member of our...


  • Toronto, Canada SysAid Full time

    About SysAidAt SysAid, we're on a mission to empower organizations by harnessing the power of AI. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users boost their productivity every day. Our innovative Service Management platform is revolutionizing how businesses operate globally.The Customer...

  • Experience Leader

    5 days ago


    Toronto, Canada GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...

  • Head, Product

    6 days ago


    Toronto, Canada Royal Bank of Canada Full time

    **Come Work with Us!** At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose. Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work...


  • Toronto, Canada RouteThis Full time

    **Head of Customer Success** RouteThis is a Waterloo-based B2B SaaS business whose time has come to level up! We’re on a mission to intelligently automate customer support services with market leading software solutions that keep the modern, Wi-Fi connected homes of the future optimized. Our products are changing the world of technical support and we are...


  • Toronto, Canada Boxhub Full time

    Dear potential new team member! As the Head of Customer Success at Boxhub, it is my mission to ensure that our customers leave each interaction feeling confident and assured about their relationship with us. As our business grows, our need for support continues to grow. We are looking to grow the Customer Success function at Boxhub to reflect our Customer...


  • Toronto, Canada T6 Talent Partners Full time

    **About Us** Wahi is a digital real estate platform that uses state-of-the-art tools and best-in-class realtors to bring control, choice and confidence to consumers on their real estate journey. Wahi's mission is to reclaim real estate for Canadians by providing a better way to buy and sell real estate, on their terms. We are looking for our first Head of...


  • Toronto, Canada Scotiabank Full time

    Requisition ID: 208514 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. As the Head of Commerce Experience, you will lead your team to make high-impact decisions, and work in a fast-paced, analytical, and experimentation-driven environment to drive and scale a compelling strategy and roadmap and define...

  • Head Chef

    1 day ago


    Toronto, Ontario, Canada Oa SmoQue N Bones Full time

    Job Title: Head ChefWe are seeking an experienced and skilled Head Chef to join our team at O/a SmoQue N Bones. About the Job:This is a fantastic opportunity for a professional chef who is passionate about delivering exceptional dining experiences. As a Head Chef, you will be responsible for leading our kitchen team in preparing and serving high-quality...


  • Toronto, Canada Mondelēz International Full time

    ** Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It Possible.** You will improve value and service to your customers and improve supply chain efficiency. In addition, you will use internal and customer data to optimize plans and to support joint initiatives with strategic...


  • Old Toronto, Canada Superside Full time

    Superside is seeking an experienced and dynamic Head of Customer Marketing to lead and grow the company’s customer-focused marketing efforts. This new role is pivotal in driving customer growth, engagement, retention, and advocacy by implementing strategies that maximize the lifetime value of our customers.Reporting to the Sr. Director of Product...

  • Head Chef

    7 months ago


    Toronto, Canada Gamberoni Full time

    **Be apart **of a family operated business since 1986. Updating our concept and sharing what we do best. Become our HEAD CHEF The Head Chef is responsible for overseeing the day-to-day operations of the restaurant. This individual will be responsible for the overall quality of food, service, and cleanliness of the kitchen. The Head Chef will also be...

  • Head Chef

    7 months ago


    Toronto, Canada Gamberoni Full time

    **Be apart **of a family operated business since 1986. Updating our concept and sharing what we do best. Become our HEAD CHEF The Head Chef is responsible for overseeing the day-to-day operations of the restaurant. This individual will be responsible for the overall quality of food, service, and cleanliness of the kitchen. The Head Chef will also be...


  • Toronto, Canada Canada Pooch Full time

    **Job Title**: Customer Experience Specialist **Location**: Remote (Head Office based in Toronto, ON) **Position** Full-time, Permanent **Experience**: 1+ years **Who We Are** Based in Toronto, Canada Pooch is one of the fastest growing pet companies in North America and ranked one of Canada’s top growing companies in 2021 and 2022. We design premium...


  • Toronto, Ontario, Canada Martyn Bassett Associates Full time

    Unlock a Unicorn Valuation as Head of ProductAbout the Client: Our client has cracked the code that makes entrepreneurial dreams possible for millions. With an ARR of $30M and profitability, they're poised to become a unicorn.The Opportunity: As the company's first Head of Product, you'll level up everything to achieve a unicorn valuation. You'll dive into...

  • Head of Canada

    7 months ago


    Toronto, Canada Thomson Reuters Full time

    **Head of Canada** Reporting to the Head of International. the Head of Canada owns the customer relationships and key financial metrics for the Canadian business across Legal Professionals, Corporates and Tax & Accounting Professionals. This person manages a team of 5 direct reports and oversees a total team of ~100. The role is based in Toronto. **About...

  • Head Bartender

    6 months ago


    Toronto, Canada ALICE Restaurant & Bar Full time

    **Position: Head Bartender** **About Us**: We are a thriving and upscale restaurant located in the heart of the city. Our commitment to delivering exceptional dining experiences has earned us a loyal clientele and an excellent reputation in the industry. As we continue to grow, we are seeking a talented and experienced Head Bartender to join our...


  • Toronto, Canada MEDCAN Full time

    About Us: Established over 30 years ago, Medcan is a global leader in assessing clients' overall well-being and inspiring them to live well. Medcan has a comprehensive range of diagnostic assessments, which, in combination with innovative programs tailored to specific needs, are designed to successfully reach improved health outcomes. Over 80 physicians and...


  • Toronto, Canada Encore Global Full time

    **Position Overview**: The Customer Experience Coordinator will act as liaison between Encore, venue, and customer. Provide customers with information and support in a professional and friendly manner while building relationships to ensure a high-quality experience. This position will report to Director, Event Technology. ***: **Key Job...