Chief Customer Officer (CCO)

Dental Intelligence Inc.•Pleasant Grove, UT

About The Position

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.

Requirements

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.
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.
Bachelor’s degree required

Nice To Haves

MBA or advanced degree preferred

Responsibilities

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.
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.
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.
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.
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.