Chief Customer Officer

Infinite Resource Solutions, LLC; United States; On-site; USD 150,000 - 250,000; Full time

Job summary

Infinite Resource Solutions, LLC is seeking a senior leader to spearhead their customer organization in the United States. This role requires over 15 years of experience in healthcare technology and a proven track record in scaling customer operations.

The successful candidate will redesign the customer lifecycle, ensuring a quality and compliant experience in enterprise healthcare environments. Strong strategic leadership and executive communication skills are key to succeeding in this position.

Qualifications

• 15+ years of leadership experience in healthcare technology or related fields.
• Proven experience leading large customer-facing organizations.
• Strong understanding of healthcare provider workflows and revenue cycle operations.

Responsibilities

• Lead and scale the customer organization across various functions.
• Redesign the customer lifecycle from implementation to value realization.
• Ensure quality, transparency, and compliance in enterprise healthcare environments.

Job description

Key Responsibilities

Lead and scale the full customer organization across implementation, customer success, support, coding operations, compliance operations, and related customer-facing functions.

Build a unified post-sale operating model with clear ownership, governance, metrics, accountability, and executive visibility.

Serve as a strategic member of the executive leadership team, helping shape company priorities, growth strategy, operational execution, and customer outcomes.

Develop the organizational structure, leadership bench, talent strategy, and operating rhythms required to support rapid enterprise growth.

Create a culture of urgency, accountability, customer obsession, operational excellence, and cross-functional collaboration.

Required Experience

15+ years of leadership experience in healthcare technology, SaaS, revenue cycle management, healthcare AI, healthcare services, or another complex enterprise healthcare environment.

Proven experience leading and scaling large customer-facing organizations, including implementation, customer success, support, delivery, operations, or professional services.

Experience operating in high-growth environments where customer delivery, revenue realization, and organizational scale are critical.

Strong understanding of healthcare provider workflows, revenue cycle operations, enterprise implementation complexity, and customer trust requirements.

Demonstrated success building scalable post-sale operating models, customer governance frameworks, delivery metrics, and executive reporting.

Experience managing complex executive customer relationships with health systems, hospitals, provider organizations, or other enterprise healthcare customers.

Strong ability to partner with Product and Engineering teams in technical, fast-moving environments.

Proven ability to lead cross-functional transformation and influence teams outside of direct reporting lines.

Excellent executive communication, operating cadence, and decision-making skills.

Customer Journey and Operating Model Transformation

Redesign the end-to-end customer lifecycle from pre-implementation handoff through deployment, adoption, value realization, renewal readiness, and expansion support.

Create repeatable implementation methodologies, deployment playbooks, customer governance models, and operational standards that improve predictability and scale.

Reduce implementation variability, unnecessary customization, customer escalations, and operational friction.

Build a customer operating system that provides clear visibility into deployment health, adoption progress, risks, milestones, executive engagement, and value realization.

Ensure customers experience a consistent, high-quality journey while preserving the flexibility required to meet the needs of complex enterprise healthcare environments.

Healthcare Operations, Coding Quality, and Compliance Excellence

Ensure the customer organization operates with the quality, rigor, transparency, and compliance discipline required in enterprise healthcare environments.

Partner with Product, Clinical, Compliance, and Operational leaders to improve implementation readiness, specialty deployment quality, customer confidence, and operational scalability.

Establish guardrails that balance speed and innovation with coding quality, auditability, compliance, and customer trust.

Help define scalable policies, procedures, and standards that support growth while maintaining the operational rigor expected by provider organizations.

Serve as an executive escalation point for complex customer situations, ensuring timely resolution, clear communication, and durable customer confidence.

What Success Looks Like

Within the first 12 months, this leader will have:

Improved the speed, quality, and predictability of customer deployments.

Increased the efficiency of contracted revenue conversion to live ARR.

Established a scalable, metrics-driven customer operating model.

Reduced implementation variability, avoidable customization, and operational friction.

Improved customer health visibility, executive governance, and escalation management.

Strengthened alignment between Customer, Commercial, Product, Engineering, Compliance, and Operations.

Created clearer ownership and accountability across the full post-sale customer journey.

Built stronger customer trust, satisfaction, and referenceability.

Developed a high-performing leadership team capable of scaling with the business.

Improved collaboration across U.S. and international teams.