Chief Customer Officer

Overview

Westward Medical is looking for a strategic and visionary Chief Customer Officer (CCO) to join the Executive Leadership Team. Reporting directly to the CEO, the CCO will lead the development and execution of a comprehensive global customer strategy designed to deliver outstanding customer experiences, enhance customer retention and lifetime value, and support sustainable revenue growth. This role oversees teams and functions including Customer Success, Experience, Support, Technical Support, Professional Services, Customer Operations, Onboarding, Education, Advocacy, Insights, Voice of the Customer, Retention, Renewals, and Customer Success Operations.

Key Responsibilities

• Define and implement a global customer strategy aligned with company vision and business goals.
• Create a customer-focused operating model integrated across all departments.
• Provide strategic advice to the CEO and Board regarding customer health, experience, retention, and value.
• Drive enterprise-wide customer transformation initiatives to enhance engagement and loyalty.
• Develop comprehensive customer lifecycle strategies including onboarding, adoption, retention, expansion, renewal, and advocacy programs.
• Set governance, service standards, customer policies, and success frameworks.
• Represent the company in executive customer meetings, industry forums, and strategic partnerships.
• Encourage a culture committed to customer success, innovation, accountability, and ongoing improvement.
• Lead the global Customer Success organization to optimize onboarding, product adoption, value realization, renewals, and account expansion.
• Design scalable customer success programs focused on maximizing outcomes and business value.
• Enhance onboarding processes to speed up customer time-to-value and develop customer health scoring and proactive engagement tactics.
• Reduce churn while driving retention and revenue growth, building executive relationships with enterprise customers.
• Manage Customer Experience and Support operations ensuring consistent, high-quality interactions via multiple channels such as phone, email, chat, self-service, AI assistants, and community platforms.
• Lead Voice of the Customer initiatives to gather feedback for continuous improvement and expand customer education and digital self-service tools.
• Resolve escalated customer issues and continuously enhance satisfaction through innovation and operational excellence.
• Direct Customer Operations to optimize processes, implement CRM and AI-driven tools, develop analytics dashboards, and ensure compliance with quality and regulatory standards.
• Collaborate with Product Management, Engineering, Sales, Marketing, Finance, IT, HR, and Executive Leadership to align customer initiatives with commercial growth strategies.
• Drive performance management through KPIs such as CSAT, NPS, CES, retention rates, revenue retention, churn, lifetime value, adoption rates, time-to-value, and renewal metrics.
• Develop leadership teams across customer functions, fostering talent through mentorship, succession planning, and professional development.
• Promote a culture of innovation, collaboration, accountability, diversity, and continuous learning within the global customer organization.

Qualifications

• Bachelor's degree in Business Administration, Customer Experience, Marketing, IT, Communications, or related field required; MBA or Master's degree preferred.
• Over 20 years of ascending leadership experience in Customer Success, Customer Experience, Support, Operations, or related areas.
• At least 10 years in executive leadership managing global customer organizations.
• Proven track record in increasing customer satisfaction, retention, expansion, and lifetime value within SaaS, FinTech, Blockchain, Cryptocurrency, AI, Cloud Computing, Enterprise Software, Cybersecurity, or comparable technology sectors.
• Strong expertise in customer lifecycle management, analytics, digital transformation, and operational excellence.
• Excellent communication and strategic planning capabilities, with experience presenting to executive teams, Boards, customers, and investors.

Core Competencies

• Leadership in Customer Success and Experience
• Customer Lifecycle and Retention Strategies
• Customer Advocacy and Voice of Customer Programs
• Customer Analytics and Digital Transformation
• Cross-Functional Leadership and Organizational Development
• Strategic Planning and Revenue Growth