Chief Customer Officer

Job Summary

To lead the transformation towards an outcomes delivery company, the full-time remote Chief Customer Officer will own the post-sale experience, driving customer success, support, and service delivery while ensuring gross revenue retention and expansion.

Key responsibilities

• Define and implement customer success strategies that integrate software, agents, and human expertise
• Lead the customer support function, utilizing automation and agents to enhance service efficiency
• Drive customer adoption and retention through proactive health monitoring and intervention strategies

Required qualifications

• 15+ years in customer success, support, or customer experience, with at least 5 years at the VP level
• Direct ownership of a customer P&L in a B2B SaaS company
• Experience managing third-party delivery partners to maintain defined quality standards
• Strong understanding of ecommerce operations and accounting workflows
• Proven track record in automating customer support workflows and evaluating AI tools