Chief Customer Officer

Apply Description 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 Requirements 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