What you'll do:The Chief Customer Officer (CCO) is responsible for owning the end-to-end customer experience across all market segments, including onboarding, product adoption, customer success, and support. Reporting directly to the CEO, this executive leader oversees Customer Success, Customer Support, and Implementation/Onboarding teams to ensure customers realize maximum value from the platform.
This role will play a critical part in driving retention, expansion, and long-term customer health by aligning post-sale functions, optimizing the customer journey, and ensuring consistent product utilization across SMB, Mid-Market, and Enterprise customers.
Outcomes you'll own:- Customer Lifecycle Strategy & Ownership
- Define and own the end-to-end customer journey from onboarding through renewal and expansion.
- Ensure alignment across onboarding, support, and success for a seamless customer experience.
- Design scalable lifecycle strategies across SMB, Mid-Market, and Enterprise segments.
- Drive consistency in customer engagement models and success frameworks.
- Onboarding, Adoption & Product Utilization
- Ensure successful onboarding experiences that drive early time-to-value.
- Standardize implementation processes, product configuration, and training.
- Drive product adoption and utilization through structured playbooks and usage insights.
- Partner with Product to improve usability, onboarding flows, and feature adoption.
- Retention, Health & Expansion
- Own Net Revenue Retention (NRR), gross retention, and churn reduction.
- Establish health scoring frameworks and proactive risk identification.
- Drive expansion through cross-sell and upsell aligned to customer maturity.
- Ensure strong renewal processes and forecasting accuracy.
- Customer Support Excellence
- Build and scale a high-performing support organization.
- Improve response times, resolution quality, and customer satisfaction (CSAT).
- Implement systems and processes for efficient ticket management and escalation handling.
- Leverage support insights to identify product and process improvements.
- Operational Excellence & Systems
- Partner with Revenue Operations to build scalable systems and workflows.
- Implement tools such as CRM, CS platforms, and support systems for visibility and automation.
- Establish KPIs, dashboards, and reporting across all customer functions.
- Drive continuous improvement through data and performance insights.
- Cross-Functional Leadership
- Align Customer teams with Sales, Product, Marketing, and Engineering.
- Ensure seamless handoffs and collaboration across the customer lifecycle.
- Represent the voice of the customer in executive and product discussions.
- Drive initiatives that improve overall customer experience and outcomes.
- Team Development & Culture
- Build and lead high-performing Customer Success, Support, and Onboarding teams.
- Foster a culture of accountability, customer obsession, and operational excellence.
- Recruit, develop, and retain top talent.
- Establish clear career paths and enablement programs.
What You'll Need to Be Successful- Experience
- 12+ years in Customer Success, Support, or Customer Experience leadership roles in SaaS.
- 5+ years in executive leadership (CCO, VP CS, or equivalent).
- Proven track record of improving retention, NRR, and customer satisfaction.
- Experience managing onboarding, support, and success functions across segments.
- Core Skills
- Deep expertise in customer lifecycle management and retention strategies.
- Strong analytical and operational mindset with experience in CRM/CS tools.
- Exceptional leadership and communication skills.
- Ability to influence cross-functional teams and drive alignment.
- Education
- Bachelor's degree required; MBA or advanced degree preferred.
What you'll love about us:- Flexible Paid Time Off + 10 company-wide paid holidays
- Competitive Medical, Dental & vision offerings, with buy up plan options, AND we match your HSA contributions.
- Fully Paid Parental Leave
- 401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited access to personal financial advisors.
- Learning & Development Reimbursement program
- Company paid Life, Disability & AD&D
- Mental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more!
