Chief Customer Officer (CCO)

About this position About Us We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best‑class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top‑line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive multi‑year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We seek an experienced Chief Customer Officer who can help our organization by owning the end‑to‑end customer experience. If the profile below sounds like you – let’s talk! What you'll do: The Chief Customer Officer (CCO) is responsible for owning the end‑to‑end customer experience across all market segments, including onboarding, product adoption, customer success, and support. Reporting directly to the CEO, this executive leader oversees Customer Success, Customer Support, and Implementation/Onboarding teams to ensure customers realize maximum value from the platform. This role will play a critical part in driving retention, expansion, and long‑term customer health by aligning post‑sale functions, optimizing the customer journey, and ensuring consistent product utilization across SMB, Mid‑Market, and Enterprise customers. Customer Lifecycle Strategy & Ownership Define and own the end‑to‑end customer journey from onboarding through renewal and expansion. Ensure alignment across onboarding, support, and success for a seamless customer experience. Design scalable lifecycle strategies across SMB, Mid‑Market, and Enterprise segments. Drive consistency in customer engagement models and success frameworks. Ensure successful onboarding experiences that drive early time‑to‑value. Standardize implementation processes, product configuration, and training. Drive product adoption and utilization through structured playbooks and usage insights. Partner with Product to improve usability, onboarding flows, and feature adoption. Retention, Health & Expansion Own Net Revenue Retention (NRR), gross retention, and churn reduction. Establish health scoring frameworks and proactive risk identification. Drive expansion through cross‑sell and upsell aligned to customer maturity. Ensure strong renewal processes and forecasting accuracy. Build and scale a high‑performing support organization. Improve response times, resolution quality, and customer satisfaction (CSAT). Implement systems and processes for efficient ticket management and escalation handling. Leverage support insights to identify product and process improvements. Operational Excellence & Systems Partner with Revenue Operations to build scalable systems and workflows. Implement tools such as CRM, CS platforms, and support systems for visibility and automation. Establish KPIs, dashboards, and reporting across all customer functions. Drive continuous improvement through data and performance insights. Cross‑Functional Leadership Align Customer teams with Sales, Product, Marketing, and Engineering. Ensure seamless handoffs and collaboration across the customer lifecycle. Represent the voice of the customer in executive and product discussions. Drive initiatives that improve overall customer experience and outcomes. Team Development & Culture Build and lead high‑performing Customer Success, Support, and Onboarding teams. Foster a culture of accountability, customer obsession, and operational excellence. Recruit, develop, and retain top talent. Establish clear career paths and enablement programs. What You'll Need to Be Successful Experience 12+ years in Customer Success, Support, or Customer Experience leadership roles in SaaS. 5+ years in executive leadership (CCO, VP CS, or equivalent). Proven track record of improving retention, NRR, and customer satisfaction. Experience managing onboarding, support, and success functions across segments. Core Skills Deep expertise in customer lifecycle management and retention strategies. Strong analytical and operational mindset with experience in CRM/CS tools. Exceptional leadership and communication skills. Ability to influence cross‑functional teams and drive alignment. Education Bachelor's degree required; MBA or advanced degree preferred. What you'll love about us: Flexible Paid Time Off + 10 company‑wide paid holidays Competitive Medical, Dental & vision offerings, with buy up plan options, AND we match your HSA contributions. Fully Paid Parental Leave 401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited access to personal financial advisors. Learning & Development Reimbursement program Company paid Life, Disability & AD&D Mental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more! Please Note: All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination. #J-18808-Ljbffr