Chief Customer Officer

Job Description: Chief Customer Officer 

 

Position: Chief Customer Officer (CCO)

Location: [Location or Remote]

Type: Full-Time

 

About the Company:

We are a leading B2B SaaS company providing cutting-edge solutions to help businesses optimize their operations, scale, and drive value. As we continue to grow, we are looking for an experienced and visionary Chief Customer Officer (CCO) to lead all customer-facing teams and drive a customer-centric culture across the organization. The CCO will be responsible for overseeing the entire customer lifecycle, ensuring our customers achieve success and remain loyal advocates for our products.

 

Job Summary:

The Chief Customer Officer is a senior leadership role responsible for overseeing customer success, support, and account management, ensuring that customers receive exceptional value from our solutions. This role will champion customer advocacy within the company, driving customer satisfaction, retention, and growth. The CCO will lead a high-performing customer-facing organization, working closely with sales, marketing, and product teams to align on delivering seamless and valuable customer experiences.

 

Key Responsibilities:

• Customer-Centric Strategy: Develop and implement a company-wide customer strategy that ensures an exceptional experience across the entire customer journey—from onboarding and adoption to retention and expansion.

• Leadership of Customer Teams: Oversee and lead customer success, customer support, and account management teams. Ensure the teams are aligned and working cohesively to drive customer satisfaction, loyalty, and revenue growth.

• Customer Retention & Growth: Drive strategies to increase customer retention, minimize churn, and identify opportunities for expansion within existing customer accounts (e.g., upsells, cross-sells).

• Customer Advocacy: Act as the voice of the customer internally, ensuring that customer feedback is integrated into product development, sales, and marketing efforts. Promote a customer-first mindset across the entire organization.

• Collaboration with Sales & Marketing: Work closely with sales and marketing leadership to align on customer acquisition strategies, support go-to-market initiatives, and ensure smooth transitions from sales to customer success teams.

• Customer Insights & Analytics: Build and maintain robust customer analytics to track customer satisfaction, product adoption, usage trends, and overall customer health. Use data to identify areas of improvement and make data-driven decisions.

• Product & Customer Feedback: Collaborate with product teams to ensure customer feedback is incorporated into the product roadmap, and that customer needs are being addressed proactively.

• Customer Experience Innovation: Continuously improve the overall customer experience by identifying and implementing best practices in customer engagement, success, and support.

• Executive Reporting: Present to the executive team and board of directors on customer health, retention metrics, and key growth initiatives. Provide insights and recommendations to drive strategic decisions.

• Team Development: Build and develop a high-performing customer organization. Support the recruitment, onboarding, and development of customer success, support, and account management teams, ensuring they are equipped to drive customer success at scale.

 

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field (MBA preferred).

• 10+ years of experience in customer-facing leadership roles (Customer Success, Support, Account Management) within a B2B SaaS environment.

• Proven track record of driving customer success and retention strategies that deliver measurable improvements in customer satisfaction and revenue growth.

• Strong leadership experience with a history of building and managing high-performing teams.

• Ability to develop and execute comprehensive customer-centric strategies that drive satisfaction, adoption, and customer lifetime value (CLTV).

• Expertise in managing customer success metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn, and Net Revenue Retention (NRR).

• Strong business acumen and experience influencing key stakeholders across all levels of an organization.

• Excellent communication and interpersonal skills, with a collaborative and results-driven approach.

• Familiarity with CRM systems (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, ChurnZero, Zendesk).

 

Preferred Skills:

• Experience in managing customer success and support functions for enterprise-level clients.

• Demonstrated experience scaling customer success organizations in high-growth SaaS environments.

• Experience working closely with sales and product teams to align strategies and ensure seamless customer experiences.

 

Compensation & Benefits:

• Competitive base salary + performance-based bonuses.

• Equity/Stock options.

• Health, dental, and vision insurance.

• 401(k) or equivalent retirement plan.

• Generous paid time off and company holidays.

• Executive leadership opportunities and professional development.

• Flexible working environment (remote options available).

 

How to Apply:

Please submit your resume and a cover letter to [Email Address]. In your cover letter, detail your experience in leading customer success or support organizations in a B2B SaaS environment and your approach to driving customer loyalty and business growth.

 

This Chief Customer Officer job description is tailored to a B2B SaaS company, emphasizing leadership in customer success, retention, and advocacy. It can be adjusted to reflect specific organizational needs and growth strategies.