About Us
Henry Schein One is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients.

Henry Schein One Canada has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. Our teams support a breadth of Dental Practice Management systems, including Dentally, Dentrix, Power Practice, and Dentrix Ascend.

About the Opportunity
We are looking for a Head of Customer Experience to lead our Dentally and Dentrix customer organization in Canada. This is a hands-on leadership role responsible for defining and executing the end to end customer experience strategy across onboarding, conversion, training, and lifecycle engagement.

You will oversee teams responsible for Onboarding, Conversion Analysts, and Training, ensuring a seamless and consistent experience from post-sale through adoption and advocacy. This role is accountable for unifying customer-facing functions and delivering scalable, measurable outcomes across a diverse customer base spanning both on-premise and cloud platforms.

You will own customer health, retention, and adoption, while building the structure, operating rhythm and accountability required to elevate performance. This role partners closely with Product, Sales, Marketing and Support to ensure the voice of the customer directly informs product direction, service delivery and commercial priorities.

This role is ideal for a leader who has driven customer experience transformation before, someone who can operate without a fully defined playbook and bring clarity, discipline and energy to a growing and evolving customer organization.

What You’ll Do

• Define and lead the end to end customer experience strategy across onboarding, conversion, training, and lifecycle engagement
• Lead and develop Onboarding, Conversion Analysts, and Training teams, ensuring strong collaboration and operational efficiency
• Align and unify customer-facing teams across Dentally and Dentrix to deliver a consistent and high-quality experience
• Own customer health, retention, adoption, and lifecycle metrics, including forecasting and risk management
• Ensure seamless onboarding processes with clear expectations, tailored experiences, and early customer wins
• Oversee data conversion accuracy and migration readiness to minimize friction during customer transitions
• Deliver structured training programs that accelerate product adoption and long-term customer success
• Establish KPIs across onboarding timelines, conversion accuracy, and training effectiveness, using insights to drive continuous improvement
• Partner cross-functionally with Product, Sales, Marketing and Support to ensure aligned handoffs and unified customer communication
• Build scalable operating rhythms, reporting and feedback loops to improve performance and customer outcomes
• Foster a culture of customer centricity, operational excellence and continuous improvement

What You’ll Bring

• 8–12+ years of experience in Customer Experience, Customer Success, Operations or related leadership roles within a SaaS or technology environment
• Proven success leading multi-functional teams, including onboarding, implementation, or training functions
• Strong track record of improving retention, adoption and customer lifecycle performance at scale
• Experience operating across complex product environments, including on-premise and cloud platforms
• Strong analytical and operational mindset, with experience using data to drive decisions and improvements
• Experience with reporting and analytics tools (e.g., Excel, Looker, or similar)
• Strong project management and organizational leadership skills
• Ability to operate both strategically and hands-on in a fast-paced environment
• Strong coaching and people development capabilities
• Excellent communication and stakeholder management skills
• Experience in healthcare, dental, or a related industry is considered an asset

Our Recruiting Process

We try to make our process as simple as possible while still giving us opportunities to learn about each other.

• Intro/screening call with Talent Acquisition team member
• Short online behavioural and cognitive assessment
• Interview with Hiring Manager
• Onsite Panel Interview

Compensation & Benefits

The posted range for this position is between $160,00 CAD – $180,000 CAD, which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications and education.

Our benefits also include:

• 3% RRSP matching
• Comprehensive health benefits plan, including 100% drug coverage
• 3-week paid vacation, growing up to 5 weeks with tenure
• Unlimited paid flex days
• Paid birthday off