Chief Customer Officer

We are seeking a talented and ambitious Chief Customer Officer (CCO) to join the Refine Labs team. As the CCO you will be responsible for building, organizing, and leading 50+ talent people to drive successful implementation, adoption, and impact of our Demand Acceleration Framework with our customers - industry-leading Enterprise SaaS organizations.

 

You will own Service Delivery Operations, Customer Experience Design, and Key Executive-level customer relationships, and will be accountable to delivering on all Customer Success business objectives. We are a customer-centric organization that is accountable to our customers pipeline & revenue targets - you will be responsible for continuing to inspire Customer Success across the organization.

 

We are building the best B2B demand marketing firm in the world. We’re writing the new demand marketing playbook that thousands of companies will adopt. Our collective work together will drive how companies execute marketing in the future.

What you'll do at Refine Labs

Deliver on Customer Success Business Objectives: Increase gross revenue retention rates, identify opportunities for up/cross sell, influence future lifetime value, drive new business growth in partnership with the Growth team. Develop & maintain C-level and senior-level customer relationships at key accounts.

 

Leadership: Lead a team of 50+ talented people to build strong relationships & deliver exceptional outcomes for our customers. Support scaling the team to 150+ over the next 18 months as we expand our footprint.

 

Customer Experience Design & Optimization: You are a progressive thinker that is always striving to push the boundaries in the customer experience. Define and operationalize the entire customer lifecycle, including onboarding, expectations, attainment of KPIs, growth/expansion, etc.

 

Inspire Customer Success Across the Organization: A lot of companies say they’re customer-focused, but we LIVE it. We embed our talented teams within organizations & transform their Marketing systems & results. Continue to cultivate and inspire a mindset of Customer Success throughout the organization.

You Need
  • 3-5+ years of experience in Customer Success leadership
  • Proven experience organizing, leading, and scaling large Customer Success teams (100+ team members), preferably within a B2B SaaS/tech environment
  • An approachable demeanor that inspires trust and confidence from leaders and individual contributors
  • Exceptional communication and collaboration skills, both at the executive level and with peers and cross-functional teams. Can clearly articulate ideas, frame problems and offer solutions.
  • Structured thinker and expert communicator
Perks
  • Build a consulting firm from the ground up in an innovative and rapidly growing niche

  • Acquire deep knowledge of our Demand Acceleration Framework, which generates significant revenue growth results that you can deploy later in your career

  • Work alongside smart, talented people who will push you and help you grow

  • Flexible Work environment in a remote-first setting

  • Premium health & dental benefits

  • Employer-sponsored 401(k)

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