Chief Customer Officer

About the Role

CyberSentriq, a private equity-backed cybersecurity company approaching $100M in annual recurring revenue, is creating a new executive leadership position for a Chief Customer Officer. This role is pivotal in developing a customer-focused organization aimed at maximizing retention and growth, treating trust as the cornerstone product offering. The Chief Customer Officer will build this capability from the ground up, rather than maintaining existing structures.

Key Responsibilities

• Assume commercial responsibility for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), ensuring these board-level metrics reflect strong customer retention and expansion across all accounts.
• Oversee and optimize the entire customer lifecycle, including MSP onboarding, adoption, value realization, renewals, and expansion, ensuring each stage is measurable and commercially effective.
• Develop and implement AI-powered health scoring and churn-risk modeling tools, utilized broadly by the customer experience (CX) team rather than remaining theoretical.
• Build and lead a high-performing CX leadership team within the first 120 days of hire.
• Create and present credible, data-driven quarterly reports on customer health to the Board and investors, maintaining defensibility under scrutiny.
• Collaborate closely with the Chief Information Security Officer (CISO) and Product teams to leverage customer trust as a competitive advantage through security posture, compliance, and incident response capabilities.
• Implement a Voice of the Customer program to channel customer insights directly into product development priorities and commercial decisions.

Prerequisites and Qualifications

• Executive-level experience (C-suite or senior VP) in customer success or experience management within SaaS environments, with direct accountability for GRR and NRR targets at scale.
• Background in private equity-backed companies or those scrutinized by investors, comfortable with board reporting and due diligence processes.
• Strong domain expertise in cybersecurity, able to engage effectively with CISOs and other security leaders, not limited to customer success interactions.
• Proven track record in establishing post-sales strategies within managed service provider (MSP) or channel-led SaaS business models.
• Presence and credibility at the board level, with private equity investors, and with technically sophisticated customers such as CISOs and IT Directors.
• Excellent commercial and financial understanding, capable of building, defending business cases, and managing budgets adjacent to profit and loss.
• Keen awareness of artificial intelligence as a practical commercial tool, already leveraging such technologies to enhance work efficiency and efficacy.

What the Company Offers

• An opportunity to architect the entire customer experience function, team, and operating model with full executive support.
• A seat on the Executive Leadership Team, with direct access to the CEO and Board, ensuring high visibility of your impact.
• Competitive compensation at the C-suite level, including equity participation in a private equity-funded fast-growing company.
• Engagement in a cybersecurity enterprise at a critical growth inflection point with a proven product, significant capital backing, and a mandate for rapid scaling.