Chief Customer Officer

Marathon Energy; United States; On-site; USD 250,000 - 500,000; Full time

Job summary

Marathon Energy seeks a strategic Chief Customer Officer to lead the global customer organization and shape a customer-centric strategy that drives satisfaction, retention, loyalty, and long-term value.

You will direct Customer Success, Support, and Experience, drive onboarding and lifecycle programs, and partner with Product, Sales, and Marketing to improve CSAT, NPS, and expansion. The role demands a 20+ year track record in scaling customer operations and delivering enterprise outcomes.

Qualifications

• Bachelor’s degree or higher in a related field is required; MBA is preferred.
• Proven ability to build and scale global customer organizations.
• Track record of improving satisfaction, retention, and expansion.

Responsibilities

• Lead global customer strategy and establish a customer-centric operating model.
• Oversee Customer Success, Support, and Experience functions across regions.
• Define onboarding, adoption, retention, and expansion programs.
• Own the end-to-end customer journey and drive CX improvements.
• Develop Voice of the Customer programs and insights for leadership.
• Partner with Product, Sales, and Marketing on customer-driven growth.

Skills

Customer Strategy

Customer Success

Customer Experience

Customer Support

Customer Retention

Customer Expansion

Voice of the Customer

Customer Advocacy

Customer Lifecycle Management

Strategic Account Management

Customer Analytics

Service Excellence

Customer Operations

Cross-Functional Leadership

Executive Leadership

Education

Bachelor’s degree in Business Administration, Marketing, Customer Experience, Operations Management, or related field

MBA or Master’s degree preferred

Job description

Chief Customer Officer (CCO)

Position Summary

We are seeking an experienced, strategic, and customer-focused Chief Customer Officer (CCO) to lead the company’s global customer organization and develop a customer-centric strategy that drives customer satisfaction, retention, loyalty, and long-term value.

Key Responsibilities1. Global Customer Strategy

• Develop and execute the company’s global customer strategy.
• Establish a customer-centric operating model across the organization.
• Define strategies for onboarding, adoption, retention, and expansion.
• Align customer strategy with corporate growth objectives.

Customer Success & Retention

• Lead the global Customer Success organization.
• Develop customer onboarding and lifecycle management strategies.
• Establish customer health scoring and retention programs.
• Improve customer retention, renewal, and expansion performance.

Customer Support & Service Excellence

• Oversee global Customer Support and service operations.
• Establish service standards, SLAs, and escalation procedures.
• Improve response times, resolution rates, and support quality.
• Implement scalable support processes and technologies.

Customer Experience

• Define the company’s overall Customer Experience strategy.
• Own the end-to-end customer journey.
• Identify customer pain points and experience gaps.
• Improve CSAT, NPS, and Customer Effort Score.

Voice of the Customer

• Establish a comprehensive Voice of the Customer program.
• Analyze customer feedback, surveys, reviews, and support data.
• Identify customer needs, trends, and emerging issues.
• Provide customer insights to Product, Sales, Marketing, and Executive Leadership.

Customer Growth & Advocacy

• Develop customer advocacy, referral, and loyalty programs.
• Identify high-value customers and strategic advocates.
• Support account expansion and long-term customer relationships.
• Partner with Marketing on customer stories and case studies.

Customer Analytics & Performance

• Establish executive-level customer performance dashboards.
• Monitor CSAT, NPS, churn, retention, renewal, adoption, and customer health.
• Develop customer performance reports and improvement initiatives.
• Use data to improve customer engagement and retention.

Customer Organization Leadership

• Recruit, mentor, and develop senior Customer Success, Support, and Experience leaders.
• Build and scale a high-performing global customer organization.
• Establish leadership development and performance frameworks.
• Foster a culture of customer focus, accountability, and continuous improvement.

QualificationsEducation

• Bachelor’s degree in Business Administration, Marketing, Customer Experience, Operations Management, or related field.
• MBA or Master’s degree preferred.

Experience

• 20 years of progressive experience in Customer Success, Customer Experience, Customer Support, Account Management, or Operations.
• 10 years of senior executive leadership experience.
• Proven experience building and scaling global customer organizations.
• Demonstrated success improving customer satisfaction, retention, adoption, and expansion.
• Strong experience managing enterprise and strategic customer relationships.

Core Competencies

• Customer Strategy
• Customer Success
• Customer Experience
• Customer Support
• Customer Retention
• Customer Expansion
• Voice of the Customer
• Customer Advocacy
• Customer Lifecycle Management
• Strategic Account Management
• Customer Analytics
• Service Excellence
• Customer Operations
• Cross-Functional Leadership
• Executive Leadership