Chief Customer Experience & Growth Leader

Ladders; Boston (MA); Remote; USD 300,000 - 400,000; Full time

Benefits offered by this job

Health coverage

HSA contributions

401k plan

Equity incentives

Bonus up to 15%

Remote‑first

Flexible vacation

Home office stipend

Internet reimbursement

Learning budget

Job summary

Ladders is seeking a Chief Customer Officer in Boston to own the end‑to‑end customer experience, focusing on service delivery, retention, and operational excellence. The role collaborates with senior leadership to improve implementation outcomes and post‑launch support.

The position emphasizes proactive customer care, scalable processes, and measurable improvements in client satisfaction, with a remote‑first culture and competitive compensation.

Qualifications

• 5–10 years of executive-level experience focused on customer delivery or support.
• Proven ability to scale operational processes.
• Experience leading cross-functional initiatives with emphasis on client satisfaction.
• Experience leveraging automation and AI to improve efficiency.
• Proven success in improving customer retention metrics and reducing churn.
• Ability to communicate effectively with executive stakeholders and lead teams without direct authority.
• Hands-on experience in service transformation and operational excellence.

Responsibilities

• Own the implementation of customer services, ensuring timely and high‑quality delivery.
• Manage the financial aspects of service delivery, with a focus on budget and performance metrics.
• Lead initiatives to improve customer support and retention strategies across all platforms.
• Shift customer service from reactive to proactive by using data to help prevent churn.
• Oversee daily operational functions that support customer needs after implementation.
• Coordinate cross-functional programs to improve holistic service delivery.
• Collaborate with other executives to align operational execution with broader business strategy.

Skills

Executive leadership

Customer delivery

Cross-functional leadership

Automation / AI

Data-driven decisions

Stakeholder communication

SaaS experience

Healthcare industry knowledge

Churn reduction

Job description

Ladders is seeking a Chief Customer Officer in Boston to own the end‑to‑end customer experience, focusing on service delivery, retention, and operational excellence. The role collaborates with senior leadership to improve implementation outcomes and post‑launch support.

The position emphasizes proactive customer care, scalable processes, and measurable improvements in client satisfaction, with a remote‑first culture and competitive compensation.