Job Description

The Chief Customer Officer (CCO) is a visionary and results-driven executive responsible for orchestrating the entire customer journey, from onboarding through renewal, ensuring exceptional customer satisfaction, loyalty, and advocacy. This strategic leadership role drives a customer-centric culture across the organization, optimizes post-sales operations for maximum efficiency and value, and directly contributes to revenue growth and retention. The CCO serves as the voice of the customer within the executive leadership team, leveraging data and technology to continuously enhance the customer experience and foster long-term partnerships.

Key Aspects of the Role

• Customer Experience Strategy & Execution: Define, implement, and continuously optimize a comprehensive customer experience strategy that spans all touchpoints. This includes mapping customer journeys, identifying pain points, and driving initiatives to ensure a seamless, valuable, and consistent experience across diverse customer segments (SMB to Enterprise).
• Post-Sales Organization Leadership: Lead, mentor, and grow a high-performing, global post-sales organization, including Customer Success, Professional Services, Customer Support, and Customer Education/Enablement. Foster a culture of excellence, accountability, and continuous improvement within these teams.
• Operational Excellence & Scalability: Implement data-driven processes, systems, and KPIs to ensure scalable operations, improved efficiency, and measurable outcomes across all post-sales functions. Drive productivity enhancements through automation, self-service, and strategic technology adoption (e.g., AI, chatbots, customer health scoring).
• Revenue Growth & Retention: Directly impact key business metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer churn reduction, customer lifetime value (CLTV), and Net Promoter Score (NPS). Explore and implement strategies to transform post-sales functions into revenue-generating engines, including premium support offerings and expanded professional services.
• Cross-Functional Collaboration & Advocacy: Partner closely with Sales, Marketing, Product, Engineering, and other departments to ensure a unified approach to customer engagement and success. Act as the primary customer advocate within the leadership team, ensuring customer feedback and insights influence product development, service delivery, and overall business strategy. Break down organizational silos to cultivate a truly cohesive customer experience.
• Talent Development & Culture Building: Recruit, develop, and retain top-tier talent within the customer organization. Champion a pervasive customer-centric culture across the entire company, ensuring that every employee understands and contributes to customer success.
• Strategic Advisory: Provide executive-level insights and guidance to tier 1 customers through programs like Executive Briefings, positioning the company as a trusted advisor and fostering strong, long-term relationships.

Requirements of the Candidate

Experience:

• Minimum of 15+ years of progressive leadership experience in B2B SaaS environments, with at least 5-7 years in a Chief Customer Officer or similar senior executive role overseeing comprehensive post-sales organizations (Customer Success, Professional Services, Customer Support).
• Proven track record of success in driving significant improvements in customer satisfaction (CSAT, NPS), retention (GRR, NRR), and customer lifetime value.
• Demonstrated ability to lead and scale large, global teams (180+ preferred) in dynamic, high-growth environments, preferably within organizations that have experienced private equity investment or rapid public growth.
• Strong operational acumen with a history of implementing data-driven strategies, repeatable processes, and leveraging technology (including AI/automation) to achieve measurable results.
• Experience navigating multi-product environments and engaging with diverse customer segments (SMB, Mid-Market, Enterprise) through high-touch and low-touch strategies.
• (Nice to have) Experience with M&A integration, particularly concerning people, processes, and systems post-acquisition.

Skills:

• Exceptional leadership and people management skills, with a focus on coaching, mentorship, and fostering a high-performance culture.
• Superior communication, presentation, and interpersonal skills, capable of influencing at all levels, from individual contributors to board members.
• Strong analytical and problem-solving abilities, with a metrics-driven mindset and keen attention to detail.
• Proactive, adaptable, and comfortable operating in a fast-paced, evolving business landscape.
• Ability to balance hands-on execution with high-level strategic planning.

Education:

• Bachelor's degree in Business Administration, Computer Science, Marketing, or a related field is required.
• An MBA or other relevant advanced degree is highly preferred.
• Certifications in customer experience management, project management, or leadership are a plus.

Must possess the ability to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 40 pounds; vision to read printed materials on a computer screen; and hearing and speech to communicate in person and over the telephone.

Core Sound Imaging, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Company Overview:

Since Core Sound Imaging began in 2007, we have focused on delivering a superior customer experience with Studycast® - an advanced software as a service (SaaS) image storage and reporting solution (cloud PACS). Core Sound Imaging's focus on innovation is allowing Studycast® to change the face of medical imaging and diagnostic interpretation. Our nearly 2,000 clients in the U.S. and the world rely on Studycast for digital imaging and diagnostic testing workflow solutions that make their lives easier. At Core Sound Imaging we value every employee's contribution and care about providing the best product and service.

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