Chief Customer Officer

The Digital Onboarding engagement platform helps financial institutions turn account holders into profitable, long-term relationships. We are a fast-growing, financially stable software company operating in an attractive market. With fresh capital and a new CEO, we are poised for continued growth. Our fully-remote team of 55 individuals is committed to delivering exceptional customer experiences.

Role Overview:

We are seeking an experienced customer success leader to join our leadership team as Chief Customer Officer (CCO), reporting directly to our CEO. Your mission will be to build and lead a world-class post-sales organization that manages the full lifecycle journey of our customers, including onboarding, adoption, expansion, and renewal.

As the senior-most executive responsible for customer relationships, you will advocate for customer needs and champion a customer-centric culture across the company.

Key Responsibilities:

Customer Experience Leadership & Strategy

• Oversee all post-sale functions, including our Implementation, Support, Account Management, and Professional Services teams.
• Develop a comprehensive customer-focused strategy to reduce churn, improve customer lifetime value (LTV), net revenue retention (NRR), and overall customer satisfaction.
• Foster a customer-centric culture, ensuring customer needs and preferences are prioritized throughout the organization.

Customer Journey Optimization (Retention & Growth)

• Analyze and understand the end-to-end customer journey, identifying pain points and areas of improvement.
• Enhance customer interactions at every touchpoint, ensuring a consistent seamless and positive experience.

Data-Driven Insights

• Develop and oversee data-driven initiatives to enhance customer understanding, personalize offerings, and drive business intelligence.
• Utilize customer insights and data analytics to inform strategic decisions and improve customer outcomes.

Operational Excellence

• Drive operational excellence and efficiency through innovative technologies, process engineering, and performance management.
• Partner with Finance to accurately forecast business results and align customer success strategies with financial goals.

Skills & Requirements:

• Extensive experience in software post-sale roles, with a track record of growth as a leader.
• Demonstrated success in developing and executing customer-focused strategies that have increased customer satisfaction, loyalty, and business growth.
• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams.
• Proven ability to advocate for customer needs and foster a customer-centric culture within an organization.
• Exceptional analytical skills, with the ability to interpret data and customer insights to drive informed decision-making.
• Experience in developing and managing data-driven initiatives to enhance customer understanding.
• Experience and comfort working in a remote-first environment.
• Preferred: Knowledge of the banking and credit union markets.

The above-listed responsibilities serve as a guideline to the expectations for this role and are not all-encompassing. The duties and responsibilities may evolve based on company needs and strategic priorities.

Tagged as: Customer Success