Strategic Customer Experience Director

beBeeChief; Málaga; Presencial; EUR 120.000 - 160.000; Jornada completa

Descripción de la vacante

A leading B2B SaaS company is seeking a Chief Customer Officer to oversee the customer lifecycle, from onboarding to advocacy. You will drive customer satisfaction and revenue retention while building and scaling a global Customer Success organization. Candidates should have extensive experience in customer management, strong leadership skills, and a data-driven approach. Based in Malaga, this role offers competitive compensation and the chance to make a significant impact on global brands.

Servicios

Competitive executive compensation package

Performance-based incentives

Collaborative high-performance culture

Formación

• Demonstrated experience creating and implementing customer governance models.
• Proven record in leading Customer Success and Onboarding functions.
• Familiarity with loyalty, martech, and consumer engagement.

Responsabilidades

• Oversee the entire customer lifecycle from onboarding to advocacy.
• Drive customer satisfaction, adoption, and return on investment.
• Lead and scale the Customer Success, Onboarding, and Support teams.

Conocimientos

Customer-Centric Focus

Leadership

Data-Driven Decision Making

Operational Excellence

Fluent English

Educación

10+ years relevant executive experience

7+ years in B2B SaaS

Descripción del empleo

Establish a Global Customer Experience Strategy

The Chief Customer Officer will oversee the entire customer lifecycle, from onboarding to advocacy.

This leader will build and scale a world-class global Customer Success organization that ensures customers achieve measurable returns and feel genuine loyalty.

The CCO is a voice of the customer at the executive table and a commercially minded hands-on builder, shaping best-in-class playbooks, processes, and teams across Europe and the U.S.

This role focuses on making onboarding a competitive advantage by ensuring customers realize value quickly and with minimal friction. This foundation is crucial for long-term retention and expansion.

Key Responsibilities

• Drive customer satisfaction, adoption, and ROI across global accounts.
• Own Net Revenue Retention (NRR), ensuring strong performance by driving renewals, expansions, upsell, and pricing.
• Make onboarding a strategic growth lever by reducing time-to-value, aligning with sales commitments, and driving long-term customer success.
• Deliver world-class customer metrics and measurable ROI for every client.

Growth & Expansion

• Partner closely with Sales on land-and-expand strategies, including upsell opportunities, ensuring Customer Success is a driver of ARR growth.
• Implement playbooks that position CS as a trusted advisor driving customer value and growth. Commercialize and execute opportunities for paid customer success business services.
• Contribute to revenue forecasts and predictability through data-driven net revenue retention insights.

Leadership & Team Development

• Lead, coach, and scale the Customer Success, Onboarding, and Support teams.
• Create career pathways and development plans to attract, retain, and grow talent.
• Instill a customer-first, outcomes-driven culture across the organization.
• Elevate the project manager function, ensuring they act as loyalty experts, value communicators, and commercial partners.

Customer Experience with Our Company

• Define and continuously improve how the customer success function delivers value.
• Build a blended high-touch and tech-touch model to scale efficiently while maintaining quality.
• Ensure seamless handoffs from Sales → Onboarding → Customer Success & Support, with clear ownership and accountability.
• Use clear KPIs for onboarding to drive efficiency, alignment, and customer trust.

Product & Market Influence

• Lead Our Company's Voice of the Customer program (CAB, feedback loops, satisfaction surveys).
• Influence product roadmap with structured, data-driven customer insights.
• Ensure customer outcomes and adoption are highlighted in marketing, content, and go-to-market efforts.

Operational Excellence

• This role requires strong operational experience as well as being willing to be hands-on with customers and coaching the team on operational and tactical matters.
• Build metrics and dashboards to track NRR, adoption, and customer health across accounts.
• Drive process improvements to scale efficiently while maintaining service excellence.
• Drive higher share of plug & play projects through close collaboration with Product and Sales.
• Utilize AI tools and introduce automation to enable proactive, data-driven customer management.

Your Background

• Proven Executive Experience: 10+ years relevant executive experience, 7+ years in B2B SaaS with at least 3 years in a senior CS leadership role.
• Customer-Centric Operator: Strong record leading Customer Success, Onboarding, and Support functions, with proven ability to make onboarding a strategic growth lever.
• Commercial mindset and ARR Orientation: A proven track record of tying customer success outcomes directly to revenue growth.
• Builder & Scaler: Experience creating playbooks, implementing customer governance models, and scaling teams internationally.
• Data-Driven Leader: Track record using NRR, NPS, onboarding KPIs, and ROI metrics to guide teams and prove customer value.
• Industry Knowledge: Experience in loyalty, martech, retail tech, or consumer engagement.
• Executive Presence: Board-level communicator, comfortable with C-suite client engagements and escalations.
• Languages: Fluent English required; additional European languages such as German a plus.

We Offer

• A dynamic executive leadership role in a fast-growing global B2B SaaS company.
• A base in Malaga, Spain – our European hub with international exposure.
• A competitive executive compensation package with performance-based incentives.
• The opportunity to build and scale a global Customer Success organization.
• A direct impact on the success of iconic global convenience and foodservice brands.
• A high-performance, collaborative culture that values innovation and customer success.