Chief Customer Officer

AVIA•Chicago, IL

4d•Remote

About The Position

The Chief Customer Officer (CCO) plays a pivotal role in accelerating growth across the organization by owning the full health system customer lifecycleâfrom net-new revenue to retention, renewals, and expansion. Reporting to the CEO, this executive will unify and lead the New Business Sales Team and the Customer Experience Team, creating a seamless, customer-centric growth engine that aligns acquisition, onboarding, engagement, satisfaction, and cross-sell/up-sell initiatives into a single, high-performing function.The ideal candidate is a high-energy, outcomes-driven executive leader with deep healthcare provider insight, strong go-to-market instincts, and the ability to drive performance through relationship-based selling, strategic partnerships, and metrics-based operating rigor. Success will be measured by net-new growth, renewals, retention, and expansion revenue across memberships, consulting, and digital products.AVIA is headquartered in Chicago, with this role open to remote candidates. So, Who is AVIA? AVIA is the nationâs leading digital transformation partner for health systems. AVIA empowers healthcare leaders with the strategic insights, proven tools, and expert guidance needed to drive better clinical outcomes, operational efficiencies, and financial performance. Through AVIAâs two-sided Network, health systems gain access to results-driven consulting and collaborative solutions to tackle the industryâs most pressing challenges with confidence. Learn more about AVIA at aviahealth.com.

Requirements

15+ years of healthcare or digital health experience, including senior leadership roles in growth and/or customer experience.
A strong track record of business development and sales success with health systems across the c-suite is required, specifically in consulting and services or complex software.
Deep understanding healthcare provider strategy, market forces, and technology trends.
Strong P&L ownership experience and comfort with board-level reporting.
Executive presence and exceptional cross-functional leadership skills.

Nice To Haves

Experience in a tech-enabled services business or B2B SaaS + advisory hybrid.
Prior involvement in post-merger integration or scaling within a growth-stage company.
Background in value-based care, health IT, or digital transformation strategy.

Responsibilities

Building a world-class customer experience and expansion engineLead the Customer Experience team to ensure excellent onboarding, support, and relationship management.
Oversee renewal and expansion (cross-sell/up-sell) strategies across memberships, consulting, and digital products.
Establish and track KPIs for customer success, retention, and revenue expansion.
Driving business growth and revenue performanceDefine and refine sales strategy, GTM segmentation, and pipeline development, including identifying and developing 3rd party channels and partnerships.
Lead the Business Development team, overseeing all net-new health system sales efforts across the company.
Partner with marketing to align demand generation and brand strategy with revenue targets.
Serving as a strategic leader and builderSet and manage departmental OKRs that align with corporate goals.
Design scalable org structure for the Growth function and develop future leadership talent.
Collaborate cross-functionally with Product, Advisory, Marketing, and Finance.
Being the voice of the customer and marketRepresent the customer in strategic decision-making and product evolution.
Stay ahead of trends in digital health transformation and evolving health system priorities.
Use customer insights to identify whitespace opportunities for new services and offerings.
Leading at the executive levelServe as a key member of the Executive Leadership Team (ELT), providing regular updates to the CEO and board.
Participate in company-wide strategic planning, M&A integration, and investor relations as needed.