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Position Summary

Wny Medical seeks a seasoned, strategic Chief Customer Officer (CCO) to join its Executive Leadership Team. Reporting to the CEO, the CCO will devise and implement a comprehensive global customer strategy that ensures exceptional experiences throughout the customer journey, promoting satisfaction, loyalty, retention, and sustained revenue growth.

The role encompasses oversight of Customer Success, Support, Experience, Professional Services, Operations, Technical Support, Onboarding, Education, Advocacy, Voice of the Customer programs, Analytics, Retention, and Renewal activities. Collaborating cross-functionally with Sales, Product, Marketing, Engineering, Finance, and others, the CCO will champion a customer-first ethos and ensure value in all customer engagements.

Key Responsibilities

Formulate and drive the company’s global customer strategy aligned with overall corporate goals.
Embed a customer-centric mindset across the organization, influencing strategic choices.
Advise CEO and Board on customer metrics including health, retention, and lifetime value.
Lead customer lifecycle engagement strategies and enterprise customer transformation projects.
Manage global Customer Success teams focusing on onboarding, adoption, and retention.
Enhance customer onboarding and accelerate realization of value.
Oversee Customer Support and Experience teams, including omnichannel support strategies.
Lead Voice of the Customer initiatives and continuous customer experience improvements.
Drive digital transformation in Customer Operations using CRM, AI automation, and analytics.
Collaborate with Sales and Marketing on customer growth, advocacy, and expansion programs.
Track and report critical KPIs such as CSAT, NPS, churn, retention, and renewal rates.
Recruit, develop, and mentor customer leadership across multiple functions globally.
Ensure compliance with regulatory standards and operational excellence.

Qualifications

Bachelor’s degree in business, marketing, IT, communications or related field; MBA or Master’s preferred.
Over 20 years of advancing leadership experience in customer-centric roles including Customer Success, Support, Operations, or Professional Services.
More than 10 years in executive leadership managing global customer organizations, preferably in high-growth tech sectors like SaaS, FinTech, AI, or cybersecurity.
Demonstrated capability to improve customer retention, satisfaction and revenue metrics.
Strong expertise in customer lifecycle management, analytics, and digital transformation initiatives.
Exceptional leadership, communication, and strategic planning aptitude.

Preferred Certifications & Tools

CCSM, CCXP, ITIL 4, PMP, Lean Six Sigma Black Belt certifications desirable.
Experience with Salesforce, Gainsight, Zendesk, ServiceNow, HubSpot CRM, Totango, ChurnZero, Intercom, Power BI, Tableau, and Jira tools advantageous.

What We Offer

Competitive executive pay with annual performance bonuses.
Equity or stock options and long-term incentive plans.
Comprehensive medical, dental, and vision insurance.
401(k) retirement savings plan.
Flexible hybrid and remote working options.
Leadership development programs and paid time off.
Opportunity to influence and build a world-class global customer organization and impact business success.

Chief Customer Officer