The Chief Customer Officer is responsible for enhancing customer experience, driving retention and revenue, and aligning customer insights with company goals while leading teams to ensure customer success.
Role Overview
The Chief Customer Officer is responsible for owning the end-to-end customer experience and maximizing customer lifetime value. This role ensures that customers successfully adopt, derive value from, and advocate for our products, while serving as the internal voice of the customer across the company.
The CCO is both a strategic leader and an operator: accountable for retention, expansion, customer satisfaction, and long-term customer health, while building scalable systems and teams that support growth.
Key Responsibilities
Customer Strategy & Experience
- Own the company’s end-to-end customer journey, from onboarding through renewal and expansion.
- Define and execute a customer experience strategy aligned with company growth goals.
- Act as the executive voice of the customer, influencing product, sales, marketing, and leadership decisions.
Retention, Expansion & Revenue Impact
- Drive net revenue retention, gross retention, and expansion revenue in partnership with Sales and Finance.
- Own renewal strategy and forecasting accuracy.
- Identify and mitigate churn risk through proactive customer health programs.
Team Leadership & Operations
- Lead and scale Customer Success, Support, and Services teams with clear roles, incentives, and career paths.
- Build operational rigor through playbooks, tooling, and performance metrics.
- Ensure consistent, high-quality customer engagement across segments.
Customer Insights & Feedback Loops
- Establish feedback loops to capture customer insights (NPS, CSAT, product feedback).
- Translate customer feedback into actionable insights for Product and Engineering.
- Partner with Product leadership to prioritize roadmap decisions based on customer impact.
Executive Partnership & Cross-Functional Alignment
- Partner closely with the Head of Growth, CTO and Finance functions to align on growth, retention, and customer outcomes.
- Represent customer health and risks at the executive and board level.
- Ensure customer commitments are realistic, measurable, and deliverable
Success Metrics
- Net Revenue Retention (NRR)Gross Retention / Churn
- Customer Satisfaction (NPS, CSAT)
- Time-to-Value and Adoption Metrics
- Renewal Forecast Accuracy
- Expansion Revenue Contribution
Qualifications
- 10+ years of experience in Customer Success, Account Management, or Customer Operations, including executive leadership roles.
- Proven track record of improving retention and expansion in a B2B SaaS or enterprise environment.
- Experience scaling customer teams in a high-growth company.
- Strong executive presence and ability to influence cross-functional leaders.
- Data-driven, with a deep understanding of customer metrics and unit economics.
- Exceptional communication skills and customer empathy.
Ideal Background (Nice to Have)
- Experience in regulated or complex customer environments (e.g., enterprise, government, healthcare).
- Prior experience owning renewals and expansion revenue.
Why This Role Matters
This is a mission-critical executive role with direct impact on revenue, product direction, and long-term company value. The Chief Customer Officer ensures that growth is durable, customer-led, and scalable.
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