Chief Customer Officer (CCO)Location Los Angeles, CA | Hybrid / Remote Available

Employment Type

Full-Time | Executive Leadership

Reports To

Chief Executive Officer (CEO)

Position Summary

We are seeking an experienced, strategic, and customer-focused Chief Customer Officer (CCO) to lead the company's global customer organization. This executive will own the overall customer strategy and oversee Customer Success, Customer Experience, Customer Support, and customer lifecycle initiatives to maximize customer satisfaction, retention, loyalty, and long-term customer value.

Key Responsibilities1. Customer Strategy

- Develop and execute the company's general customer strategy.
- Establish a customer-centric operating model across the organization.
- Define customer lifecycle strategies from onboarding through renewal and expansion.
- Align customer objectives with overall corporate and revenue goals.

1. Customer Success & Retention

- Lead the global Customer Success organization.
- Develop onboarding, adoption, engagement, and retention programs.
- Establish customer health scoring and proactive retention strategies.
- Improve renewal rates, customer lifetime value, and expansion revenue.

1. Customer Experience

- Own the end-to-end customer experience strategy.
- Map and optimize the customer journey across all touchpoints.
- Identify customer pain points and eliminate experience gaps.
- Improve CSAT, NPS, Customer Effort Score, and overall customer satisfaction.

1. Customer Support

- Provide executive oversight of global Customer Support operations.
- Establish service standards, SLAs, escalation procedures, and quality frameworks.
- Improve response times, resolution rates, and support effectiveness.
- Ensure customer issues are resolved efficiently and consistently.

1. Voice of the Customer

- Establish and lead a comprehensive Voice of the Customer program.
- Analyze customer feedback, surveys, reviews, support cases, and usage data.




- Identify emerging customer needs and market trends.
- Deliver actionable customer insights to Product, Sales, Marketing, and Executive Leadership.

1. Customer Growth & Advocacy

- Develop strategies for customer expansion, upselling, and cross-selling.
- Build customer advocacy, referral, and loyalty programs.
- Identify strategic customers and executive-level relationships.
- Partner with Marketing to develop customer success stories and case studies.

1. Customer Analytics

- Establish customer performance metrics and executive dashboards.
- Monitor retention, churn, renewal, adoption, engagement, NPS, and customer health.
- Analyze customer lifetime value and expansion opportunities.
- Use data-driven insights to improve customer outcomes.

1. Cross-Functional Leadership

- Partner closely with Sales, Product, Marketing, Finance, Operations, and Support.
- Improve handoffs throughout the customer lifecycle.
- Ensure customer feedback directly influences product and business decisions.
- Lead cross-functional initiatives focused on customer value and retention.

1. Customer Organization Leadership

- Recruit, mentor, and develop senior Customer Success, Experience, and Support leaders.
- Build a scalable, high-performing global customer organization.
- Establish organizational structures, KPIs, career paths, and performance frameworks.
- Foster a culture of customer obsession, accountability, empathy, and continuous improvement.

QualificationsEducation
- Bachelor's degree in Business Administration, Customer Experience, Marketing, Operations,



or a related field.
- MBA or Master's degree preferred.

Experience
- 20+ years of experience in Customer Success, Customer Experience, Customer Support, Account Management, or related functions.
- 10+ years of senior leadership or executive-level experience.
- Proven success building and scaling global customer organizations.
- Demonstrated experience improving retention, customer satisfaction, adoption, and expansion.
- Strong experience managing enterprise and strategic customer relationships.

Core Competencies
- Customer Strategy
- Customer Success
- Customer Experience
- Customer Support
- Customer Retention
- Customer Expansion
- Customer Lifecycle Management
- Voice of the Customer
- Customer Advocacy
- Strategic Account Management
- Customer Analytics
- Service Excellence
- Customer Operations
- Cross-Functional Leadership
- Executive Leadership

Preferred Certifications
- Certified Customer Experience Professional (CCXP)
- Customer Success Certification
- ITIL 4
- Lean Six Sigma
- Project Management Professional (PMP)

Preferred Tools
- Salesforce
- Salesforce Service Cloud
- Gainsight
- Zendesk
- ServiceNow
- Intercom
- HubSpot
- ChurnZero
- Qualtrics
- Medallia
- Tableau
- Microsoft Power BI
- Jira
- Confluence

Compensation & Benefits
- Competitive Executive Compensation Package
- Annual Performance Bonus
- Equity or Stock Option Plan
- Long-Term Incentive Plan (LTIP)
- Comprehensive Medical, Dental, and Vision Insurance
- 401(k) Retirement Savings Plan
- Hybrid / Remote Work Options
- Executive Leadership Development
- Professional Development & Certification Support
- Paid Time Off (PTO)

Apply Now We are looking for an exceptional Chief Customer Officer (CCO) who can build a world-class customer organization, strengthen customer relationships, improve retention and loyalty, drive customer expansion, and maximize long-term customer value.

📌 Chief Customer Officer (Murcia)
🏢 Politis Group
📍 Murcia