Chief Customer Officer

REMOTE (US based) | Full-time

Company Overview:

The Digital Onboarding engagement platform helps financial institutions turn account holders into profitable, long-term relationships. We are a fast-growing, financially stable software company operating in an attractive market. With fresh capital and a new CEO, we are poised for continued growth. Our fully-remote team of 55 individuals is committed to delivering exceptional customer experiences.

Role Overview:

We are seeking an experienced customer success leader to join our leadership team as Chief Customer Officer (CCO), reporting directly to our CEO. Your mission will be to build and lead a world-class post-sales organization that manages the full lifecycle journey of our customers, including onboarding, adoption, expansion, and renewal.

As the senior-most executive responsible for customer relationships, you will advocate for customer needs and champion a customer-centric culture across the company.

Key Responsibilities

Customer Experience Leadership & Strategy

Oversee all post-sale functions, including our Implementation, Support, Account Management, and Professional Services teams.
Develop a comprehensive customer-focused strategy to reduce churn, improve customer lifetime value (LTV), net revenue retention (NRR), and overall customer satisfaction.
Foster a customer-centric culture, ensuring customer needs and preferences are prioritized throughout the organization.

Customer Journey Optimization (Retention & Growth)

Analyze and understand the end-to-end customer journey, identifying pain points and areas of improvement.
Enhance customer interactions at every touchpoint, ensuring a consistent seamless and positive experience.

Data-Driven Insights

Develop and oversee data-driven initiatives to enhance customer understanding, personalize offerings, and drive business intelligence.
Utilize customer insights and data analytics to inform strategic decisions and improve customer outcomes.

Operational Excellence

Drive operational excellence and efficiency through innovative technologies, process engineering, and performance management.
Partner with Finance to accurately forecast business results and align customer success strategies with financial goals.

Skills & Requirements

Extensive experience in software post-sale roles, with a track record of growth as a leader.
Demonstrated success in developing and executing customer-focused strategies that have increased customer satisfaction, loyalty, and business growth.
Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams.
Proven ability to advocate for customer needs and foster a customer-centric culture within an organization.
Exceptional analytical skills, with the ability to interpret data and customer insights to drive informed decision-making.
Experience in developing and managing data-driven initiatives to enhance customer understanding.
Experience and comfort working in a remote-first environment.
Preferred: Knowledge of the banking and credit union markets.

The above-listed responsibilities serve as a guideline to the expectations for this role and are not all-encompassing. The duties and responsibilities may evolve based on company needs and strategic priorities.

Digital Onboarding, Inc.

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