Chief Customer Officer

Chief Customer OfficerStartup Lab United States · Remote Full-time · Executive About the RoleStartup Lab is seeking an experienced Chief Customer Officer (CCO) to lead the company's customer strategy, customer experience, client relationships, and long-term customer success initiatives. As a member of the executive leadership team, the CCO will be responsible for developing customer-focused strategies, strengthening client engagement, improving retention, and ensuring that customer needs remain central to business decisions. The ideal candidate combines strategic leadership, commercial judgment, and hands-on experience building scalable customer organizations within technology-driven, innovative, or high-growth business environments.

Key Responsibilities

Develop and execute the company's overall customer strategy. Lead customer success, customer experience, client services, and relationship management functions. Establish scalable customer engagement, onboarding, retention, and account development processes. Build and maintain strong relationships with key customers, enterprise clients, and strategic partners. Develop strategies to improve customer satisfaction, loyalty, retention, and lifetime value. Establish customer experience standards and performance measurement frameworks. Lead customer journey optimization across onboarding, service delivery, support, and long-term engagement. Develop Voice of the Customer programs to collect and analyze customer feedback. Partner with product and technology teams to translate customer insights into product improvements. Collaborate with sales, marketing, and business development teams to support customer acquisition and account expansion. Identify opportunities to improve customer service quality and operational efficiency. Establish KPIs for customer satisfaction, retention, churn, engagement, and customer lifetime value. Develop customer analytics and executive reporting frameworks. Oversee customer escalations and support the resolution of complex client issues. Build and lead high-performing customer success and customer experience teams. Develop customer-focused policies, processes, and organizational standards. Support strategic planning and long-term business growth initiatives. Provide executive leadership with insights into customer needs, market trends, and growth opportunities. Qualifications12+ years of progressive experience in customer success, customer experience, client services, account management, business operations, or related disciplines. Significant leadership experience as a Chief Customer Officer, Chief Experience Officer, VP of Customer Success, VP of Customer Experience, or comparable senior executive. Demonstrated experience building and scaling customer-focused organizations. Strong understanding of customer lifecycle management, customer retention, relationship management, and customer experience strategy. Experience within technology, SaaS, digital platforms, professional services, startups, or high-growth organizations is highly valued. Proven ability to develop customer engagement strategies and improve customer satisfaction. Experience managing enterprise clients, strategic accounts, or complex customer relationships. Strong understanding of customer analytics, performance metrics, and Voice of the Customer programs. Experience collaborating across product, technology, marketing, sales, and operations. Strong commercial judgment, communication, relationship-management, and executive leadership capabilities. Bachelor's degree in business, marketing, management, communications, or a related discipline. MBA or another relevant advanced qualification preferred. Preferred ExperienceCustomer Strategy · Customer Success · Customer Experience · Client Relationship Management · Customer Retention · Customer Engagement · Voice of the Customer · Customer Analytics · Strategic Accounts · Business Growth · Organizational Leadership What We're Looking ForWe are looking for a customer-focused executive who can combine strategic thinking, relationship management, operational leadership, and commercial awareness. The successful candidate will help establish a customer-centered culture, strengthen long-term client relationships, improve customer experience, and build scalable processes that support sustainable business growth. This position offers the opportunity to work closely with executive leadership and play an important role in shaping the company's customer strategy and long-term development. Position DetailsCompany: Startup Lab Position: Chief Customer Officer Location: United States Workplace: Remote Employment Type: Full-time Seniority Level: Executive