Logo
Crunchtime

Chief Customer Officer

Crunchtime, Boston

Save Job

Join to apply for the Chief Customer Officer role at Crunchtime

Join to apply for the Chief Customer Officer role at Crunchtime

Get AI-powered advice on this job and more exclusive features.

The primary role of the Chief Customer Officer (CCO) is to define and execute a customer strategy across Professional Services, Customer Support, and Customer Success to ensure a seamless and exceptional customer experience. CCO sits on and works with the Executive Leadership Team to serve as the voice of the customer, ensuring that customer insights and feedback influence company strategy, execution, and product development. The CCO will focus on building strong, long-lasting relationships, driving customer loyalty, renewal, and retention, and therefore maximizing customer lifetime value.

What you'll do as a Chief Customer Officer:

  • Define and execute a customer strategy across Professional Services, Customer Support, and Customer Success to ensure a seamless and exceptional customer experience
  • Ability to identify process gaps and revise as needed to meet current and future customer needs while focusing on strategic trade-offs
  • Build a culture of customer obsession throughout the organization, empowering teams to prioritize customer needs
  • Oversee and optimize Professional Services to ensure effective and efficient project delivery, implementation, and customer training and onboarding
  • Lead a world-class Customer Support team to deliver timely resolution of customer issues while implementing scalable support processes
  • Oversee Customer Success initiatives to foster product adoption, prevent churn, capture price increases, execute on-time renewals, and deliver expansion opportunities across the customer base
  • Develop and implement key performance metrics to track customer satisfaction, retention, and growth
  • Ensure the customer organization focuses on retaining even small customers through process efficiency and targeted customer retention initiatives
  • Leverage analytics to identify trends, improve service delivery, and enhance the customer journey
  • Build and lead an efficient, high-performing, collaborative, and empowered customer organization
  • Mentor and develop leaders within Professional Services, Customer Support, and Customer Success to achieve operational and strategic goals
  • Ensure consistency and scalability of customer strategies across diverse international markets
  • Adapt and innovate approaches to address regional customer needs and cultural differences

What we're looking for:

  • Proven track record as a senior executive leading customer-focused functions in a high-growth, global software or technology company (10+ years with teams of 30+ employees)
  • Passionate about understanding and delivering value to customers
  • Inspirational leader with the ability to motivate and align cross-functional teams
  • Adept at navigating complex challenges and delivering solutions that balance customer and business needs
  • Comfortable operating in a multicultural, global business environment
  • Proven experience driving customer success at scale with measurable results (revenue growth, churn reduction, etc..)
  • Demonstrable experience with strategic thinking, operational execution, and a data-driven mindset
  • Exceptional communication and relationship-building skills with both internal teams and external customers
  • Strong analytical skills that enable leveraging data for decision making and continuous improvement
  • Strong understanding of development technology as well as integration technology

Nice to haves:

  • Restaurant software experience, bonus points for Crunchtime expertise
  • Growing/scaling organizations
  • Customer success background

What you'll get:

  • Great mission-driven team members from diverse backgrounds with a strong company culture
  • Competitive pay
  • Flexible PTO
  • Paid company holidays
  • Yearly team off-sites
  • Medical, dental, and vision benefits (FSA, HSA & HRA options)
  • Basic & Voluntary Life Insurance
  • Wellness benefits
  • Work in an open environment on solutions that are reshaping the way businesses operate
  • Ability to have a big impact
  • 10 weeks of paid parental leave
  • Fitness reimbursement

Seniority level

  • Seniority level

    Executive

Employment type

  • Employment type

    Full-time

Job function

  • Job function

    Customer Service

  • Industries

    Software Development

Referrals increase your chances of interviewing at Crunchtime by 2x

Sign in to set job alerts for “Chief Customer Officer” roles.

Lowell, MA $200,000.00-$225,000.00 1 week ago

Entrepreneur in Residence (Future CEO / Founder) - Boston, MA

Co-Founder in Residence, Reversing fibrosis (CEO / Commercial Cofounder)

Cambridge, MA $175,000.00-$200,000.00 1 week ago

Chief of Staff & Executive Administrator

Chief of Staff to the CEO (relocate to Europe)

Burlington, MA $296,657.00-$441,278.00 3 weeks ago

Executive Assistant and Workplace Experience

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr