Chief Customer Officer

We are seeking a highly operational and experienced Chief Customer Officer (CCO) to lead the full post-sale customer organization, including Customer Support, Implementation, Customer Success, and Account Management.

The ideal candidate has built and led multiple customer-facing functions within a growing B2B SaaS organization and understands how to create a consistent customer experience from implementation through renewal and expansion.

This leader will bring both strategic perspective and a hands-on operating mindset. We are particularly interested in executives who have worked with small and mid-sized customers, have successfully scaled customer operations, and ideally have experience integrating teams, customers, systems, or processes following an acquisition.

The CCO will be accountable for customer retention, expansion, implementation effectiveness, support performance, and the overall health of the customer base.

Lead the Full Post-Sale Customer Organization

• Provide executive leadership across Implementation, Customer Support, Customer Success, and Account Management.
• Create a cohesive customer journey from initial handoff and implementation through adoption, support, renewal, and expansion.
• Establish clear ownership, operating processes, service expectations, and accountability across customer-facing teams.
• Evaluate organizational structure and talent and build a high-performing, customer-focused organization.

Drive Retention, Growth, and Customer Value

• Own and materially improve key SaaS customer metrics, including gross retention, net revenue retention, churn, expansion, implementation success, and customer satisfaction.
• Develop strategies that increase customer adoption, retention, share of wallet, and long-term customer value.
• Identify opportunities within the existing customer base to improve revenue performance and support appropriate pricing strategies.
• Establish meaningful KPIs and operating rhythms across customer functions and use data to identify trends and drive action.

Improve Implementation and Customer Operations

• Improve implementation processes to accelerate time-to-value and create a consistent, scalable onboarding experience.
• Strengthen support processes, service levels, escalation management, and customer communication.
• Build scalable operating processes appropriate for a growing SaaS company serving primarily small and mid-sized organizations.
• Introduce tools, technology, automation, and best practices that improve both the customer experience and team productivity.

Lead Through Growth and Integration

• Help the organization successfully navigate its next phase of growth and operational maturity.
• Lead or support post-acquisition integration efforts, including the integration of customer-facing teams, processes, systems, customer experiences, and operating models.
• Bring structure and clarity to complex environments while remaining comfortable operating with ambiguity and changing priorities.
• Balance long-term organizational development with the willingness to roll up your sleeves and solve immediate operating challenges.

Serve as the Voice of the Customer

• Represent the customer perspective across the Executive Leadership Team.
• Partner closely with Product, Sales, Marketing, and Engineering to ensure customer feedback informs company priorities.
• Create strong handoffs between Sales and post-sale teams and ensure alignment around customer expectations.
• Develop mechanisms for gathering and acting on customer feedback.

Build and Develop a Strong Team

• Assess and develop leaders and teams across the customer organization.
• Establish clear goals, accountability, and performance expectations.
• Develop future leaders and create an organization capable of scaling with the business.
• Be an engaging, credible leader who can set a clear direction while remaining close enough to the business to understand what is happening with customers and employees.

• 8+ years of progressive customer operations leadership experience, including at least 5 years in senior leadership roles within B2B SaaS.
• Demonstrated experience directly leading multiple post-sale functions, ideally including:
  • Customer Support
  • Implementation/Onboarding
  • Customer Success
  • Account Management
• Experience working with a customer base consisting primarily of small and/or mid-sized organizations