Chief of Staff

Summary

The Chief of Staff to the Chief Customer Success Officer plays a pivotal role in amplifying the impact of the Customer Success and Alliances organization. This individual serves as a trusted advisor, program leader, and strategic operator who drives alignment, communication, and execution across key initiatives that enhance customer engagement, organizational culture, and executive visibility.

Job Description

The Chief of Staff to the Chief Customer Success Officer plays a pivotal role in amplifying the impact of the Customer Success and Alliances organization. This individual serves as a trusted advisor, program leader, and strategic operator who drives alignment, communication, and execution across key initiatives that enhance customer engagement, organizational culture, and executive visibility.

This role requires a strong balance of strategic thinking, operational excellence, and hands-on program execution. The Chief of Staff will ensure the Customer Success and Alliances organization runs smoothly, effectively communicates its impact, and maintains strong alignment with both internal and external stakeholders.

Key Responsibilities

Customer & Partner Engagement Programs

• Lead and execute key customer feedback forums and executive meetings, including the Global Strategic Advisory Council (GSAC), Business Advisory Council (BAC), and User Groups, ensuring meaningful outcomes and follow-through on customer feedback.
   

• Coordinate Customer and System Integrator (SI) tours and visits to drive deeper partnership engagement and showcase the organization’s value.
   

• Support planning and delivery of Executive Symposiums, Customer Connections, and GIFs (Global Influencer Forums) to enhance strategic alignment and customer advocacy.

 

Organizational Communications & Engagement

• Develop and manage Quarterly All-Hands content, agenda, and messaging to ensure alignment across the Customer Success and Alliances organization.
   

• Serve as the owner of Employee Net Promoter Score (eNPS) programs, including survey management, analysis, and execution of improvement actions.
   

• Oversee internal recognition programs such as Rockstar of the Quarter and other engagement or reward initiatives.
   

• Partner with the CCSO to craft and deliver key executive communications, including Quarterly Board of Directors presentations, executive readouts, and strategic internal updates.
   

Strategic Programs & Operations

• Partner with the Chief Customer Success Officer to manage strategic priorities, special projects, and ad-hoc executive requests, ensuring timely and high-quality execution.
   

• Support annual and regional event planning, including Synergy, Regional Kickoffs, and Connections, working closely with Enablement, Marketing, and HR teams on logistics, attendee engagement, and recognition moments.
   

• Coordinate and manage board-related experiences and executive briefings that highlight Customer Success achievements and customer impact stories.
   

Leadership Enablement & Execution

• Act as a thought partner to the CCSO in shaping organizational strategy, identifying opportunities for efficiency, and driving alignment across cross-functional teams.
   

• Drive operational excellence through consistent tracking of key initiatives, communication cadences, and executive reporting.
   

• Ensure strong collaboration across Customer Success, Sales, Marketing, Product, and Partner organizations.

Qualifications

• 5+ years of professional experience in Customer Success, Business Operations, or Program Management roles within a SaaS or technology organization.
   

• Proven ability to lead cross-functional initiatives and drive results through influence rather than authority.
   

• Strong executive communication and storytelling skills — able to translate complex ideas into compelling narratives.
   

• Excellent organizational skills, with a demonstrated ability to manage multiple programs and priorities simultaneousl