Chief Customer Officer

Role Overview

NU Advisory Partners has been engaged to find a Chief Customer Officer for a growth equity-backed healthcare technology firm. Reporting directly to the CEO, this executive will integrate post-sale operations—including customer success, implementation, and support—into a unified organization responsible for customer retention, account growth, and accelerating value realization.

Key Responsibilities

• Ensure reliable and high-quality execution of complex enterprise deployments to transition signed contracts into active, referable customers.
• Reduce time from contract signing to measurable customer outcomes by standardizing delivery processes and minimizing bespoke solutions.
• Create scalable, repeatable playbooks that facilitate customer rollout and adoption as the customer base expands.
• Consolidate customer-facing teams into one cohesive unit with clear ownership and shared objectives throughout the customer lifecycle.
• Develop strong functional leadership while broadening strategic capabilities without redundant roles.
• Promote a culture focused on accountability and customer advocacy, maintaining a lean and hands-on team.
• Take accountability for net retention, driving renewal rates and minimizing churn.
• Spot and pursue revenue growth opportunities within existing customers, collaborating closely with commercial leadership on account strategies.
• Build and sustain trusted relationships with senior client executives, engaging directly on strategic initiatives and issue escalations.
• Channel structured customer feedback into product development, influencing the roadmap based on true market needs.
• Partner with product and engineering leaders on technical and enablement standards that streamline deployment efforts.
• Track customer satisfaction and sentiment metrics, proactively addressing accounts at risk.
• Design and maintain the metrics, forecasting, and reporting frameworks critical for running the post-sale business and guiding the executive team.
• Implement process enhancements, technology tools, and automation—including AI-enabled solutions—to enhance efficiency while preserving service quality.
• Contribute as a core member of the executive leadership team, aligning the customer organization with overall company strategy and growth objectives.

Qualifications and Experience

• Minimum 10 years leading post-sale functions within healthcare IT or healthcare SaaS, including expertise in customer success, implementation, support, or professional services.
• Healthcare domain knowledge is mandatory; experience with financial software or other provider-focused solutions is highly preferred.
• Proven ability to deploy complex solutions within large health systems and effectively manage multiple stakeholders.
• Documented success in enhancing retention, renewals, and account expansion in enterprise software environments.
• Experience owning end-to-end onboarding and delivery processes, significantly shortening deployment cycles.
• Track record of integrating diverse customer-facing teams into a metrics-driven, smoothly coordinated organization.
• A pragmatic, hands-on approach suited to dynamic, lean teams rather than sizable infrastructures.
• Strong commitment to customer value realization, advocating for outcomes beyond pure commercial interests.
• Executive presence with effective partnership skills spanning commercial, product, engineering, and finance leaders.
• Exposure to managing globally distributed teams and familiarity with fast-growing private equity or venture-backed companies is advantageous.
• Role is fully remote within the United States, requiring availability in Eastern or Central time zones.

Application Process

• Submit your resume for consideration.
• Qualified candidates will be contacted for further discussions.
• Candidates not selected will be added to the talent network for future roles.

About NU Advisory Partners

NU Advisory Partners is a technology-driven executive search and advisory firm specializing in senior leadership and board positions, particularly within private capital-backed enterprises. Leveraging AI, data, and technology, the firm delivers faster, smarter searches and high-level service aiming to generate long-term value for clients and candidates alike.