Chief Customer Officer

Job Description

Job Description

Description:

CENTEGIX® is the leader in rapid incident response safety solutions, protecting more than 18 million people across 18,000+ locations in all 50 states. The CENTEGIX Safety Platform®, including CrisisAlert™ wearable panic buttons, Safety Blueprint® critical incident mapping, Visitor Management, and Reunification, gives organizations the tools to plan for and respond to any emergency, from the everyday to the extreme. CENTEGIX serves K-12 and higher education, healthcare, government, commercial, and public safety organizations nationwide.

Purpose 

We are seeking a Chief Customer Officer to lead our entire post-sale lifecycle. In this mission critical executive role, you will hold a unified mandate: overseeing Account Management (proactive commercial health), Customer Support (reactive hardware and software troubleshooting), and our Network Operations Command Center (NOCC delivering proactive infrastructure and IoT stability).

You will build the playbooks that bridge the gap between our Hardware as a Service and Software as a Service platforms and our customer retention, ensuring that as we continue to scale to several hundred million in ARR, our physical infrastructure remains highly available and reliable, and our customers achieve maximum value.

Position Responsibilities 

Executive Leadership

• Lead, design, and scale a unified post-sale organization combining Account Management, Tier 1/2 and Tier 3 Support, and the NOCC to support growth of 3X over the next 4 years.
• Establish blended "North Star" metrics that weigh technical stability (Uptime, MTBF) equally with commercial health (NRR, Customer Adoption).
• Drive continuous process improvement to ensure seamless handoffs between NOC incident detection, Support triage, and proactive Customer Success Management (CSM) client communication.

Network Operations Command Center (NOCC) Leadership

• Provide executive oversight for the NOCC, ensuring 24/7 monitoring, incident response, and high availability of our localized IoT hardware and network ecosystems.
• Establish strict operational firewalls to protect NOCC engineers and technicians from the daily support queue, allowing them to focus entirely on macro-level infrastructure health and rapid outage resolution. 
• Partner closely with the Engineering and Product teams to feed IoT hardware and software failure rates and IoT network and hardware telemetry back into the product development lifecycle.

Customer Support & Logistics Operations

• Oversee Tier 1 and Tier 2 Customer Support, ensuring strict adherence to First Contact Resolution (FCR) and Service Level Agreements (SLAs).
• Manage the physical realities of a HaaS business, integrating reverse logistics, hardware troubleshooting, and RMA workflows into the support lifecycle to minimize customer downtime.

Account Management & Customer Success

• Own the Gross and Net Retention Rate (NRR) targets across the entire enterprise portfolio.
• Guide the CSM team to shift from reactive relationship management to proactive, data-driven value delivery and account expansion.
• Develop executive-level relationships with key enterprise and district leaders (K-12 experience is a significant plus) to align our technology with their strategic operational goals.

• Executive Scale: 10+ years of senior leadership experience, with a proven track record of scaling a post-sale organization well beyond $100M+ ARR
• Multi-Disciplinary Leadership: Demonstrated success managing both heavily commercial teams (CSMs owning retention metrics) and highly technical operations (NOC, Tier 2 Support, infrastructure engineers) under a single umbrella.
• Data-Driven Operator: Ability to context-switch effortlessly between technical support metrics and managing commercial revenue forecasts.
• Industry Context: Experience within the enterprise safety/security technology sectors is highly preferred.
• HaaS and SaaS backgrounds: Understanding of the operational complexities inherent in connected physical devices.  SaaS experience is required.
• Location: Must be based in, or willing to relocate to, the Atlanta, GA metropolitan area.

What’s in it for you?

• Remote first work environment; we offer workplace flexibility
• Participation in company wide discretionary bonus
• Fifteen days of PTO plus twelve company holidays
• Three days of paid Sick Leave and one floating holiday
• Monthly device(s) reimbursement
• Up to $2500/year reimbursement for eligible education expenses
• We offer a range of Healthcare plans to meet your needs  (medical, dental, vision)
• 401(k) Plan with 4% employer contribution to help you plan for the future
• Employee Referral Bonus 
• Charitable Program Match

Recruitment Process & Fraud Prevention

CENTEGIX job opportunities may be advertised on our careers page as well as trusted job boards such as Indeed and LinkedIn. All applications are processed through our official applicant tracking system.

If you are contacted regarding an opportunity with CENTEGIX, verify that communications come from an email address ending in @centegix.com.

CENTEGIX recruiters may also connect with candidates through LinkedIn. We encourage candidates to review recruiter profiles and confirm they are listed as current CENTEGIX employees.

As part of our hiring process:

• Applications will be reviewed and managed through our official recruiting process
• Interviews will be conducted by CENTEGIX employees
• CENTEGIX will never ask candidates for payment, gift cards, cryptocurrency, banking information, or financial account details during the recruiting process
• Official offer letters will only be extended following a completed interview process

Equal Employment Opportunity

CENTEGIX is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CENTEGIX are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by the laws or regulations in the locations where we operate