About the RoleAs Chief Customer Officer at Parachute Health, you own everything that happens after the deal is signed. We are at a growth inflection, moving from a single core product to a multi-product platform, and executing landmark payor and channel partnerships that multiply our delivery load. The company's strategy, products, and pipeline are strong; the constraint on our next chapter is delivery - converting commitments into live, working customers, and making service quality a competitive weapon rather than a liability.
This is an execution-first executive seat, engineered to complement a specialized leadership team. You do not own field selling (CRO), growth architecture or strategic partnerships (CGO), the revenue-operations and commercial-systems stack (EVP Revenue Operations, reporting to the CFO), or finance (CFO). You own the customer's experience of Parachute from go-live forward: implementations and delivery, customer support and service, platform operations, and the cross-functional programs that make those work. When our commercial teams make a promise, you are the executive accountable for keeping it - which frees the CEO to stay focused on product, market, and the external agenda.
Responsibilities- Implementation engine: Own end-to-end customer implementations across suppliers, health systems, and payors - including the surge capacity our 2026 payor go-lives demand - with predictable timelines and quality.
- Delivery economics: Own the economics of delivery - on-time and on-budget performance, implementation cost, and the direct line from go-live velocity to revenue recognition. Implementation speed is revenue at our transaction-based model; you treat it that way.
- Service transformation: Own customer support and service quality end-to-end, with a mandate to materially improve clinician retention, strengthen enterprise escalation management, and build the service operation into a retention weapon. This is the seat's defining first-year deliverable.
- Proactive service model: Move service from reactive to proactive - instrumented client-health scoring, early-warning signals, and playbooks that catch at-risk accounts before they churn, built with the lifecycle instrumentation the EVP Revenue Operations maintains.
- Client operations: Run the operational functions that serve live customers day-to-day, with clean handoffs to the account-management and customer-success organizations that own the relationships.
- Program management: Own company-level program management for the initiatives that cross functional lines.
Executive Partnership- With the CRO: Deliver the implementation and service quality that protects the number she wins; own the operational side of retention.
- With the CGO: Operationalize landmark partnerships post-signature - the delivery infrastructure that makes channel pull-through real.
- With the CFO & EVP Rev-Ops: Run execution on the instrumentation they build; feed operational reality back into forecasting and planning.
The profile we're hiring- Execution discipline: Trains run on time under you. You have built operating cadences, delivery engines, and service organizations that perform predictably at scale - and you are personally allergic to slipped commitments.
- Strategic foresight: You see two or three moves ahead and name constraints before they bite - capacity walls, service debt, integration bottlenecks - rather than reporting them after impact.
- Lived scale experience: You have operated through the passage we are in, whether inside a SaaS, network, or healthcare-technology business, and you know which systems break at which milestones because you were there.
- Service & delivery depth: You have owned customer delivery, support, or client operations directly - ideally including a turnaround - and can point to the numbers: churn reduced, NPS moved, on-time delivery raised, while volume grew.
- Automation-first scaler: You have scaled support and delivery volume with flat or sublinear headcount by deploying automation and AI in production - not as pilots, but as the operating model.
- Integrator temperament: High-EQ orchestrator who makes specialized executives better without absorbing their scope; comfortable owning outcomes through leaders you do not control.
- Builder's bias: You build systems before you add heads, and you leave every function more scalable than you found it.
Benefits- Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums.
- Employer HSA Contribution: Company-funded contributions to your Health Savings Account.
- 401(k) Retirement Plan
- Equity Incentive Plan
- Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance.
- Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces.
- Flexible Vacation Policy
- Summer Fridays: 5 additional Fridays off during the summer (separate from PTO).
- Home Office and Wellness Stipend
- Monthly Internet Stipend
- Annual Learning and Development Stipend
Base Salary Band (based on experience and level)$300,000-$400,000
