Chief Customer Officer

About the Role

Autonomic Health is looking for a seasoned, customer-focused Chief Customer Officer to join the executive leadership team. In this role, you will define and lead the organization’s customer strategy, elevate every stage of the customer journey, and strengthen satisfaction, loyalty, retention, and long-term customer value.

You will oversee customer-facing functions and work closely with teams across the business to build a customer-first culture that improves relationships, supports operational excellence, and contributes to sustainable growth.

Executive Leadership

• Create and drive the company-wide strategy for customer experience and customer success.
• Act as the senior champion for customer priorities and expectations throughout the business.
• Ensure customer initiatives are aligned with overall company goals and growth plans.
• Advise the executive team on customer trends, emerging opportunities, and potential risks.

Customer Experience & Success

• Own the full customer lifecycle, including onboarding, engagement, retention, and advocacy.
• Build programs that raise customer satisfaction, loyalty, and lifetime value.
• Set clear standards for customer experience and service excellence.
• Track customer feedback and turn insights into ongoing improvements.

Customer Operations Management

• Direct customer support, customer success, customer experience, and service delivery teams.
• Develop scalable operating models and processes that can support business expansion.
• Make sure customer-facing teams consistently provide strong service and support.
• Lead escalation handling and resolution workflows for customer issues.

Customer Analytics & Insights

• Review customer behavior, satisfaction data, retention performance, and service metrics.
• Use data-driven insights to improve engagement and business results.
• Create executive dashboards and reporting structures for customer KPIs.
• Spot patterns and opportunities that increase customer value and reduce churn.

Cross-Functional Collaboration

• Work in close partnership with Sales, Marketing, Product, Operations, Technology, and Finance.
• Ensure customer feedback is reflected in product direction, service improvements, and business choices.
• Support go-to-market planning and customer growth efforts.
• Build alignment across the organization around customer-first goals.

Team Leadership & Development

• Recruit, mentor, and lead high-performing customer-focused teams.
• Encourage a culture built on accountability, innovation, collaboration, and customer obsession.
• Strengthen leadership capability and succession planning across the function.
• Promote employee engagement and ongoing professional growth.

Qualifications

• A bachelor’s degree in Business Administration, Marketing, Communications, Management, or a related discipline is required.
• An MBA or another advanced degree is preferred.
• At least 20 years of progressive leadership experience in customer success, customer experience, customer operations, or a similar executive function is needed.
• A proven history of improving customer satisfaction, retention, and overall organizational performance is essential.
• Experience managing large customer-facing teams and enterprise-level customer programs is expected.
• Strong capability in strategic planning, operational leadership, and business management is required.
• Excellent communication, negotiation, and stakeholder management skills are necessary.
• Strong analytical thinking, problem-solving, and decision-making abilities are important.

Preferred Skills

• Experience building customer experience strategies
• Customer success leadership
• Customer lifecycle optimization
• Retention and loyalty program design
• Service operations management
• Customer analytics and reporting
• Organizational transformation
• Change management
• Executive leadership and team development