Chief Customer Officer

Position Summary: 

The Chief Customer Officer (CCO) is responsible for developing and executing an innovative post-sale strategy across onboarding, customer support, implementation, customer success, and account management. The CCO will be a seasoned leader with experience in best-in-class, high-growth, SaaS environments and will bring a track record of developing and implementing a comprehensive customer strategy that aligns with the company’s overall business goals, ensuring that the customer experience is at the core of all decisions.    

Key Responsibilities:  

• Strategic Leadership:  
• Oversee and lead teams in implementation, customer success, support and services, driving a client-centric approach to onboarding and support that ensures seamless, efficient, and successful product adoption 
• Provide overall leadership for the function, ensuring alignment with the company's strategic goals and fostering a culture of innovation and excellence 
• Drive organizational change by introducing new technologies, methodologies, and best practices that enhance team efficiency and client satisfaction, fostering a culture of continuous improvement 
• Results and Value Creation Orientation:  
• Materially improve outcomes across key Saas metrics including net-revenue retention through retention improvements, expanded share-of-wallet, and delivering value to support price increases 
• Explore creative methods, build business cases, validate with customers, and implement new strategies to drive increased top-line business performance within the customer base 
• Develop and track KPIs related to client onboarding, success and support using data-driven insights to continually improve processes and outcomes 
• Client Experience Transformation:  
• Elevate the onboarding experience to become a key differentiator in the education software market, ensuring clients are willing and happy to be references for the product/company 
• Serve as the voice of the customer within the organization, ensuring client feedback is integrated into product development and support strategies to enhance overall client success 
• Saas Expertise: 
• Leverage deep enterprise SaaS experience to implement cutting-edge strategies that accelerate time-to-value for clients, setting new industry standards for speed and quality 
• Lead scaling of $45M+ B2B Saas organizations to their next inflection points; Understand the complexity of navigating a software business through this phase of its lifecycle and be comfortable with the ambiguity and challenges of scaling 
• Leadership:  
• Continuously evaluate and develop team talent to ensure the right skill sets are in place for success, while making strategic adjustments to build a high-performing, client focused organization 
• Partner closely with Product, Sales, and Engineering teams to align implementation strategies with product offerings, ensuring seamless handoffs and optimal client outcomes 
• Work closely with the Executive Leadership Team to align implementation and support strategies with broader company goals, ensuring cohesive and effective client success initiatives  
• Be an inspiring, engaging leader and communicator, able to set a vision and bring people with them, empowering them across the organization 

• Minimum of 8 years of customer operations experience, with at least 5 years in a senior leadership role within the B2B SaaS industry 
• Private Equity Experience: Experience working in a private equity-backed environment, with an understanding of the unique dynamics and expectations 
• Proven Track Record: Demonstrated success as a change agent in high-growth B2B Saas company with a customer base that includes enterprise, mid-market, and SMB 
• Leadership Skills: Strong leadership and team management skills, with ability to roll up his/her sleeves and inspire and motivate a diverse team 
• Analytical Skills: Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making 
• Communication Skills: Exceptional verbal and written communication skills, with the ability to effectively convey complex ideas to various audiences 
• Education: Bachelor's degree in Business or a related field