Job description

About the Opportunity

Overhaul Health is hiring a seasoned Chief Customer Officer to join the executive leadership group and take ownership of the company’s worldwide customer organization. Reporting to the CEO, this leader will shape and deliver a customer-focused strategy that lifts satisfaction, improves retention, deepens long-term relationships, and contributes to durable business growth.

The role has oversight across Customer Success, Customer Experience, Customer Support, Professional Services, Customer Operations, and Account Management, with the goal of creating a smooth, unified experience throughout the customer journey.

Key Responsibilities

Customer strategy and executive leadership

Set and implement a global customer strategy that supports the company vision and business goals.
Promote a company-wide customer-first mindset and represent customer priorities at the executive level.
Work with the CEO and other senior leaders to define approaches for growth, retention, and engagement.
Drive enterprise customer transformation programs that strengthen loyalty and operational performance.
Share customer metrics, strategic updates, and business insights with the executive team and board.

Customer experience and success

Own the full customer lifecycle, including onboarding, implementation, adoption, engagement, renewal, expansion, and advocacy.
Improve the end-to-end journey so customers receive a consistent and high-quality experience at every stage.
Build scalable customer success programs that increase customer value and long-term retention.
Raise adoption, engagement, retention, and expansion outcomes.
Lead Voice of Customer efforts so feedback directly informs ongoing improvements.

Support and service operations

Provide executive direction for global customer support and customer operations teams.
Define service standards, customer policies, SLAs, and operational best practices.
Ensure customer issues are resolved quickly while maintaining strong service quality and efficiency.
Improve support delivery through automation, knowledge systems, and digital service initiatives.

Customer insights and business performance

Track and manage core customer measures such as CSAT, NPS, retention rate, CLV, CES, and churn.
Create executive dashboards and performance reports to support leadership decisions.
Study customer behavior, feedback, and market movements to uncover growth and service opportunities.

Cross-functional leadership

Partner with Product, Sales, Marketing, Finance, Operations, Engineering, Human Resources, and Legal.
Ensure customer input shapes product development, business planning, and operational decisions.
Align customer goals with revenue growth, operational excellence, and company priorities.
Strengthen collaboration across departments to deliver one coordinated customer experience.

Leadership and organizational development

Build, guide, and inspire high-performing teams across customer success, experience, support, operations, and professional services.
Hire and develop senior customer leaders and put succession plans in place.
Encourage accountability, innovation, collaboration, and continuous learning.
Design structures and performance systems that support global growth.

Requirements

A bachelor’s degree in Business Administration, Marketing, Communications, Management, or a closely related discipline is required.
An MBA or master’s degree is preferred.
20 or more years of progressive leadership experience in customer success, customer experience, customer support, customer operations, or similar executive functions.
10 or more years in executive leadership roles managing global customer organizations.
Demonstrated ability to improve customer satisfaction, retention, loyalty, and revenue growth.
Experience leading customer organizations in technology, SaaS, financial services, healthcare, telecommunications, or other fast-growing sectors is strongly preferred.
Deep knowledge of customer lifecycle management, customer experience strategy, service operations, and organizational leadership.
Excellent executive-level communication, presentation, negotiation, and stakeholder management skills.
Strong strategic thinking with solid analytical ability and sound decision-making.

Preferred Skills

Leadership in customer experience programs
Customer success strategy
Customer lifecycle management
Retention and expansion strategy
Voice of customer programs
Service operations management
Organizational change and transformation
Strategic planning
Business analytics and reporting
Executive stakeholder leadership

Additional Information

This is a full-time onsite leadership role based in the United States. The role is part of the executive team and reports directly to the Chief Executive Officer.