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Three chief customer officer job descriptions we love
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The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership.
SaaS enables customers to trade the large capital expenditures associated with traditional enterprise software for smaller operating expenses: a lower cost of entry, and minimal IT infrastructure to manage. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.
However, that benefit comes with risks. Key among these is the fact that subscription payments mean a payback period: a SaaS company needs to keep a customer for a certain period of time to break even and then profit. If a customer churns before the payback period is met, it’s a financial net loss.
Hence, the the role of a chief customer officer (CCO) which we define this way.
What does the chief customer officer role encompass?
A chief customer officer is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. Key responsibilities include securing customer renewals and expansions, which are measured by gross revenue retention (GRR) and net revenue retention (NRR).
The CCO role is relatively new compared to other C-suite titles. If a company needs to hire a chief marketing officer (CMO), they’ll find many marketing leaders with 20 or 30 years of experience. By contrast, because the CCO role is relatively new, very few candidates can credibly claim such a long track record.
So, what should a company seeking to hire a CCO look for, and what should be included in the job description?
The experts we work with suggest searching for leaders who have worked in multiple post-sale functional roles. Ideal candidates are strategic thinkers with operational experience and collaboration skills. A solid write-up by the venture capital firm a16z, on hiring a CCO, recommends candidates have core competencies in leadership, organization, process design, and a “tolerance for ambiguity.”
Three chief customer officer job descriptions we love
That candidates should have a “tolerance for ambiguity” sums up both the skills required of candidates, and the feeling some businesses may have in hiring a CCO. Writing a job description along with key responsibilities and requirements can seem daunting.
To help remove some of that ambiguity, we perused dozens of job descriptions for CCOs and highlighted a few that we think are model examples.
1: Chief customer officer at Semrush
Semrush is a marketing technology company best known for its SEO tools. The company is based in Boston and the CCO position is a hybrid role reporting directly to the CEO.
Here are some lines from the job description (PDF copy here) that stood out to us:
- “Develop a comprehensive customer-focused strategy aligned with the company’s overall objectives. Define clear goals and key performance indicators (KPIs) to measure success.”
- “Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes. Champion a customer-centric culture throughout the company.”
- “Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives. Encourage cross-functional collaboration to deliver seamless customer experiences.”
What we love about it: Business, customer and financial metrics are evenly cited multiple times in the description. This underscores why titles like “chief happiness officer” won’t make the grade anymore. CCOs make a crucial contribution to business.
2: Chief customer officer at JAGGAER
Based in NC’s Research Triangle Park, JAGGAER is a procurement and spend management software provider. The company, formerly known as SciQuest, has a 25-year history and employs more than 1,250 people.
Here are some lines from the job description (PDF copy here) that stood out to us.
- “Own and drive the entire customer lifecycle journey, including onboarding, adoption, expansion, and renewal, by establishing best practices and processes to maximize customer success and satisfaction.”
- “Participate in M&A [due] diligence and ultimate onboarding of acquired targets’ customer bases.”
- “Collaborate with sales and account management teams to identify and pursue upsell and cross-sell opportunities for other software products and professional services.”
What we love about it: This job description does well to frame the job around the customer lifecycle journey. That’s a recognition that customers have many steps to take even after a deal is signed. That the company wants the CCOs participation in M&A due diligence demonstrates how central this role is to the business.
3: SVP, customer operations / chief customer officer at Lemonade
Insurance might be one of the OGs of subscriptions, but Lemonade is a publicly traded (NYSE: LMND) insurance company with a social twist:
“Lemonade reverses the traditional insurance model. We treat the premiums you pay as if it’s your money, not ours. With Lemonade, everything becomes simple and transparent. We take a flat fee, pay claims super fast, and give back what’s left to causes you care about.”
Here are some lines from the job description (PDF copy here) that stood out to us:
- “As the strategic leader responsible for all of our customer-facing teams—including CX, Claims, Underwriting, and Sales—you’ll oversee and optimize the entire customer experience across Lemonade.”
- “Improve operational excellence and drive customer loyalty across all touchpoints.”
- “Act as the customer advocate within the organization, ensuring the customer’s voice is heard and considered in decision-making processes.”
What we love about it: The company has modified this position to fit their organization. While we don’t typically advocate that sales reports to the CCO, this company believes that’s the best structure for them. That’s the beauty of business and emerging roles: you can and should mold them to best meet your needs.
One commonality: owning the voice of the customer
Many of the CCO descriptions had similarities, but one characteristic we observed in nearly every listing was the “voice of the customer.” This highlights the notion that the most successful CCOs will help their organizations to better understand their customers.
Indeed, the role is bigger than just solving customer problems today—and asking for a renewal. It’s about helping a company to evolve with their customers and meet their needs in the future as well.
Frequently asked questions
How do companies measure the success of a chief customer officer?
Companies measure the success of a chief customer officer through a variety of metrics that reflect customer satisfaction, retention, and revenue growth. These include gross revenue retention (GRR), net revenue retention (NRR), customer satisfaction scores (CSAT), Net Promoter Score (NPS), customer lifetime value (CLTV), and churn rate. Success is also measured by the CCO’s ability to implement strategies that lead to improved customer experiences, increased engagement, and ultimately, a positive impact on the company’s bottom line.
What challenges do chief customer officers face in subscription-based models compared to traditional business models?
Chief customer officers in subscription-based models face challenges such as managing high customer expectations for ongoing value and service, reducing churn, and maintaining a competitive edge in markets where customers can easily switch to competitors. They must also navigate the complexities of recurring revenue models, where the emphasis is on long-term customer satisfaction and retention rather than one-time sales.
What is the impact of technology and digital transformation on the CCO role?
Technology and digital transformation have significantly impacted the chief customer officer role by providing new tools for understanding and engaging customers, such as customer success software, data analytics, and digital communication platforms. These technologies enable CCOs to gain deeper insights into customer behavior, personalize customer experiences, and automate customer interactions. The digital transformation also challenges CCOs to continuously adapt strategies to meet changing customer expectations in a digital world.
How do CCOs influence product development and innovation?
Chief customer officers influence product development and innovation by ensuring that customer feedback and insights are integrated into the product lifecycle. They work closely with product development teams to identify customer needs, preferences, and pain points, guiding the creation of features and services that address these areas. CCOs also advocate for user-centric design principles and may lead initiatives to test and refine products based on customer feedback.