Chief Customer Officer

Role & responsibilities:

• Lead a customer-focused approach to consistently exceed customer expectations.
• Streamline on-boarding and delivery for a smooth and seamless customer experience.
• Ideate and implement scalable CS playbooks to drive retention, usage & revenue growth
• Establish strong processes and governances for customer delivery and success
• Provide guidance to teams to help deliver top-notch customer experiences.
• Identify and pursue cross-selling opportunities with the sales team to grow customer relationships.
• Recruit, mentor, and develop a high-performing Customer Experience team dedicated to exceptional service.
• Lead strategic account P&L, planning and performance metrics
• Inspire customer-centric thinking
• Drive Product strategy adoption and GTM
• Develop and expand strategies to increase customer retention, engagement, and revenue growth.
• Industry and product ideation with customer executives, bring outside-in perspective
• Executive thought leadership to drive company outcomes & excellence in cross-functional collaboration
• Establish CX as a KPOINT MOAT!

Preferred candidate profile:

• Proven experience in a senior Customer Success, Strategy, or similar role within a fast-paced environment.
• Strong track record of building and scaling Customer Success playbooks that drive customer retention, usage, and revenue growth.
• Experience in strategic account management, with deep P&L understanding and governance acumen.
• Expertise in product strategy and GTM alignment, ideally with a background in collaborating closely with Product and Sales teams.
• Exceptional leadership and cross-functional collaboration skills, with a commitment to driving outcomes through customer-centric initiatives.
• Ability to engage with C-suite executives, providing insights that influence product and industry trends.
• Excellent communication, problem-solving, and analytical skills, with a growth mind set focused on continuous improvement.