Chief Customer Officer

PAGA MEDICAL EQUIPMENT; United States; On-site; USD 180,000 - 260,000; Full time

Job summary

PAGA Medical Equipment is seeking a strategic Chief Customer Officer (CCO) to shape and lead our customer-centric agenda across success, experience, service, and CRM. You will drive retention, growth, and partnerships with key accounts, aligning product, sales, and operations around customer value.

Leading multiple teams, you will establish a unified customer lifecycle framework, implement data-driven insights, and communicate outcomes to the CEO and board to steer long-term business development.

Qualifications

• Bachelor’s degree or higher in a relevant field and experience in customer-focused leadership roles.
• Strong leadership and communication skills with ability to manage senior stakeholder relationships.
• Experience establishing enterprise-level customer management systems and lifecycle programs.
• Proven ability to drive retention, growth, and cross-functional collaboration across SaaS/tech environments.
• Data-driven mindset with ability to analyze customer metrics and translate into strategy.

Responsibilities

• Formulate and execute the company’s overall customer strategy and long-term development plan.
• Oversee customer experience, customer success, CRM, and customer lifecycle operations.
• Increase product adoption, satisfaction, renewal rates, and long-term customer value.
• Establish and refine the customer success management system and key account management.
• Lead cross-functional collaboration with sales, product, operations, and finance.
• Monitor metrics on satisfaction, retention, churn, and customer value; report to leadership.
• Drive continuous improvement of products and services based on customer feedback.
• Represent customer insights in strategic planning and business decisions.

Skills

Customer success

Customer experience

Customer operations

Sales

Business management

Leadership

Communication

Stakeholder management

Education

Bachelor’s degree or higher in Business/Marketing/CRM/Economics/IT

Job description

Chief Customer Officer (CCO)

Position Overview

The Chief Customer Officer (CCO) is responsible for formulating and leading the company’s overall customer strategy, overseeing customer experience, customer success, customer service, customer relationship management (CRM), and customer lifecycle operations.

This role drives the enhancement of customer value across the entire lifecycle. By establishing a unified customer management system, improving customer experience, increasing retention rates, and fostering long-term growth, the CCO strengthens customer relationships and supports the company’s long-term business development.

Key Responsibilities

Customer Strategy

Formulate and execute the company’s overall customer strategy and long-term customer development plan.

Ensure alignment between customer strategy and the company’s business, product, and revenue growth goals.

Establish a customer lifecycle management framework.

Continuously adjust customer strategies based on customer needs and market changes.

Customer Experience Management

Oversee the company’s overall customer experience strategy.

Map the complete customer journey, from acquisition, purchase, and implementation to renewal.

Identify pain points and opportunities for improvement within the customer experience.

Drive cross-departmental initiatives to improve customer touchpoints and service quality.

Customer Success

Establish and refine the customer success management system.

Increase product adoption rates, satisfaction, renewal rates, and long-term customer value.

Implement mechanisms for key account management and customer health assessment.

Facilitate the transition of customers from product usage to long-term business partnerships.

Customer Service

Oversee customer support and service systems.

Establish mechanisms for responding to, escalating, and resolving customer issues.

Optimize service processes, response times, and service quality.

Analyze customer service data to continuously improve the service experience.

Customer Retention and Growth

Develop strategies for customer retention, renewal, and expansion.

Identify at-risk customers and implement intervention mechanisms.

Drive cross-selling, up-selling, and business expansion with existing customers.

Maximize Customer Lifetime Value (CLV).

Key Account Management

Manage relationships with the company’s important and strategic accounts.

Build long-term partnerships with key customer executives.

Participate in major client meetings, business reviews, and strategic partnership discussions.

Handle critical customer issues and high-priority escalations.

Customer Data and Analytics

Establish a customer data analytics system.

Monitor metrics such as customer satisfaction, retention, churn, renewal rates, and customer value.

Utilize CRM and customer data platforms to analyze customer behavior. Develop customer growth and retention strategies based on data.

Customer Feedback and Product Collaboration

Establish a systematic mechanism for collecting customer feedback.

Relay customer needs, complaints, and market feedback to product, technical, and operations teams.

Participate in discussions regarding product roadmaps and service improvements.

Drive continuous optimization of products and services based on customer needs.

Cross-functional Customer Management

Establish collaboration mechanisms with sales, marketing, product, operations, technical, and finance teams.

Ensure seamless handovers from the sales stage to delivery and long-term service phases.

Standardize customer information and management processes.

Foster a customer-centric operational system within the organization.

Customer Operations System Development

Establish standardized customer lifecycle management processes.

Develop mechanisms for customer segmentation, health monitoring, and value management.

Optimize processes for onboarding, implementation, support, renewal, and expansion.

Drive the automation and digitalization of customer operations.

Team Leadership

Lead customer success, customer service, customer experience, and customer operations teams.

Define team organizational structure, performance metrics, and talent development systems.

Cultivate management talent in the fields of customer management and customer success.

Establish a unified customer service culture and management standards.

Executive Management and Strategic Reporting

Report on customer business performance to the CEO, Board of Directors, and senior management team.

Provide analysis on customer retention, satisfaction, churn, and customer value.

Deliver customer insights to inform product, sales, operations, and corporate strategies.

Participate in major customer-related strategic planning and business decision-making.

Qualifications

Bachelor’s degree or higher in Business Management, Marketing, Customer Relationship Management, Economics, Information Technology, or a related field.

Extensive experience in customer success, customer experience, customer operations, sales, or business management.

Experience in establishing enterprise-level customer management systems.

Familiarity with customer lifecycle management, retention, and growth strategies.

Strong capabilities in data analysis, business analysis, and problem-solving.

Excellent leadership, communication, and customer relationship management skills.

Ability to communicate effectively with enterprise clients and senior executives.

Experience in managing cross-functional teams.

Experience in SaaS, technology, B2B, or large-scale enterprise customer management is a plus.