Job Profile: Chief Customer Officer
| Job Title: | Chief Customer Officer |
| Department: | Group |
| Reporting to: | CEO |
| Direct Reports: | Head of Customer Relations (Primary Care) Head of Practice Services (Dental), Operations Director (Dental) |
| Peers: | CMO, CPO, CTO, CHRO, Divisional MD’s |
| Role Purpose |
Lead the Customer Success and Post Sales organisation across the Divisions; driving strategy and execution to ensure customers achieve maximum value from our product solutions.
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| Responsibilities & Accountabilities |
- Oversee the customer journey, from onboarding to ongoing support, ensuring customers' satisfaction and loyalty. You will collaborate cross-functionally with product, sales, and marketing to advocate for customer needs and deliver exceptional experiences that foster long-term relationships and revenue growth
- Leadership & Strategy:
- Lead and mentor Customer Success/Relations Divisional Managers ensuring they are aligned with company goals and customer needs
- Develop and execute a customer success strategy that drives customer satisfaction, retention, and expansion
- Foster a customer-centric culture across the company, influencing decision-making at all levels
- Establish and track key performance indicators (KPIs) related to customer success, including retention rates, Net Promoter Score (NPS), churn, and customer lifetime value (CLTV).
- Customer Relationship Management:
- Cultivate deep relationships with key stakeholders within customer organizations, ensuring their goals are met through the use of our products/services.
- Own the customer lifecycle, from post-sales onboarding through renewal and expansion.
- Work closely with customers to understand their evolving needs, provide best practices, and identify opportunities for upselling or cross-selling.
- Address escalated customer concerns and drive resolution with a focus on customer satisfaction.
- Collaboration & Cross-functional Engagement:
- Work with product, marketing, and sales teams to ensure a seamless handoff of customers and continuous feedback loops.
- Provide insights and feedback to product teams to help shape the product roadmap based on customer needs and market trends.
- Collaborate with the sales team on identifying opportunities for expansion and driving renewals.
- Team Development & Enablement:
- Hire, train, and develop a high-performing customer success team capable of meeting both individual and team objectives.
- Provide ongoing coaching and career development to customer success managers and other team members.
- Foster a data-driven, results-oriented approach within the team, ensuring they have the tools, training, and resources necessary to succeed.
- Process & System Improvement:
- Drive continuous improvement in customer success processes, ensuring efficiency, consistency, and scalability.
- Identify and implement customer success technology solutions that help scale operations and enhance the customer experience.
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| Experience & Skills |
- Education:
- Bachelor’s degree in Business, Marketing, Technology, or related field (MBA preferred).
- Experience:
- 7+ years of experience in customer success, account management, or related roles within a SaaS or technology environment.
- Proven experience managing, leading, and mentoring a customer success team.
- Deep understanding of customer success metrics and how to drive business value through customer engagement.
- Strong background in developing customer success strategies that focus on retention, growth, and customer satisfaction.
- Skills:
- Excellent communication, interpersonal, and presentation skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to influence and collaborate with cross-functional teams, including sales, marketing, and product.
- Strategic thinking with a focus on delivering both short-term results and long-term value.
- Proficiency with customer success platforms (e.g., Gainsight, Totango), CRM tools (e.g., Salesforce), and data analytics tools.
- Leadership:
- Experience building and leading high-performing teams.
- Ability to inspire and motivate others, creating a customer-centric mindset across the organization.
- Strong executive presence and ability to engage with C-level executives within client organizations.
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United Kingdom
