VP of Customer Experience
About The Position
MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We’re a fast-growing team working on meaningful problems that directly impact patient and resident care. We’re looking for an experienced VP of Customer Experience to join the MealSuite team. Reporting directly to the CEO, you’ll play a pivotal role in shaping and scaling our customer experience strategy - establishing the processes, standards, and culture that will ensure every customer journey is seamless, impactful, and aligned with our mission to deliver exceptional value.
Requirements
- 10+ years experience in SaaS customer support, onboarding, lifecycle management, and operational best practices that drive customer satisfaction and retention.
- Formal education (Bachelor’s or MBA in Business, Technology, or related fields)
- Experience with complex products, across various stages of organizational growth including scale-ups.
- Experience with service analytics tools, customer journey mapping platforms, and CX performance dashboards to drive data-informed decisions.
- Familiar with managing international and offshore teams and navigating organizational change.
- Exceptional at building and executing CX roadmaps, reducing project timelines, and fostering cross-functional collaboration.
- Ability to enable teams to deliver exceptional customer experiences and aligning CX strategy with business growth.
- Passionate about cultivating a strong team culture, identifying and addressing burnout, and supporting the development of senior leaders.
- Proven ability to influence executive stakeholders, secure resources, and deliver measurable improvements in customer and team satisfaction.
- Willingness to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and other international locations if required for role).
Responsibilities
- Provide strategic leadership to grow and empower our Customer Experience teams in alignment with a rapidly expanding customer base
- Drive operational improvements by identifying inefficiencies and implementing process enhancements that accelerate project delivery and success
- Champion innovation in customer support and onboarding, setting measurable goals and KPIs to track impact and progress
- Develop and evolve a comprehensive CX roadmap, regularly reporting outcomes and challenges to senior leadership and adjusting plans as needed
- Foster strong cross-functional collaboration to streamline operations and elevate the overall customer experience
- Lead initiatives to enhance the reseller journey, ensuring partner satisfaction and long-term engagement
- Lead and energize the CX teams through effective leadership, enabling them to deliver seamless and impactful customer interactions
- Represent the Voice of the Customer at the executive level, ensuring customer insights inform strategic decisions across departments
Benefits
- Unlimited paid time off
- Retirement savings support – we invest in your future with RRSP/401(k) matching at 100% up to 3%
- Health benefits – this includes day one medical, dental, and vision options, life & disability insurance, paid maternity and parental leave.
- Hybrid flexibility
- Work-life balance
- Participation in our equity program
- Opportunities for career development and advancement
- Purposeful work with a positive community impact
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Number of Employees
51-100 employees
