Chief Customer Officer

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Chief Customer Officer in United States.

This executive leadership role offers the opportunity to shape and scale a high-impact customer organization within a fast-growing, transformation-driven environment. As Chief Customer Officer, you will own the entire client lifecycle, ensuring exceptional onboarding, strong adoption, and long-term retention across a diverse portfolio. You will design and implement scalable systems, frameworks, and KPIs that drive measurable business outcomes and customer success. Working closely with cross-functional teams, you will lead major product rollouts and ensure clients consistently realize value. This role is ideal for a strategic yet hands-on leader who thrives in high-growth settings and is passionate about building high-performing teams. With direct influence on revenue growth and customer satisfaction, your impact will be both immediate and long-lasting.

• Lead the design and execution of a scalable client success strategy, including processes, playbooks, KPIs, and reporting frameworks
• Own the full customer lifecycle from onboarding through retention, expansion, and advocacy, ensuring consistent value delivery
• Drive net revenue retention, gross retention, and expansion across the client portfolio to support sustainable revenue growth
• Build, mentor, and scale a high-performing Client Success team with strong accountability and performance standards
• Oversee the rollout of new products and platform enhancements, including communication, training, and adoption tracking
• Develop client segmentation strategies and service models to optimize engagement and resource allocation
• Monitor portfolio health, identify risks, and implement proactive cross-functional solutions to improve client outcomes
• Report performance insights, risks, and opportunities to executive leadership, supporting strategic decision-making

Requirements:

• 10–15+ years of experience in customer success, client success, or account management, including leadership roles in high-growth environments
• Proven track record of building and scaling customer success functions from the ground up
• Strong expertise with CRM platforms (e.g., Salesforce, HubSpot, Gainsight, or similar) and their strategic implementation
• Experience managing product rollouts, platform migrations, or major client-facing changes
• Deep understanding of customer success metrics such as NRR, retention, expansion, NPS, and product adoption
• Demonstrated ability to lead cross-functional collaboration and drive measurable business outcomes
• Strong analytical, communication, and leadership skills with a data-driven mindset
• Bachelor’s degree required; legal industry experience is a plus
• Ability to thrive in fast-paced, private equity-backed environments with high performance expectations
• Willingness to travel up to approximately 20%

Benefits:

• Competitive base salary ranging from $234,000 to $365,000 annually, depending on experience and location
• Performance-based variable compensation tied to key customer and revenue metrics
• Executive incentive plan aligned with business growth objectives
• Comprehensive medical, dental, and vision insurance
• Health Savings Account (HSA) with employer contributions and flexible spending accounts
• Company-paid life insurance and short-term disability coverage
• 401(k) plan with employer match
• Generous paid time off, including vacation, sick leave, and holidays
• Paid parental leave
• Remote work flexibility with stipend support