Chief Customer Officer

Summary

Join CommerceIQ as their Chief Customer Officer (CCO) and lead their customer success, loyalty, and revenue growth. Reporting to the CEO, you will develop and execute customer commercial strategies, build a professional services organization, and oversee account management. This role requires 15+ years of leadership experience in customer-facing roles within B2B SaaS, specifically with complex products in enterprise environments. You will be responsible for the entire customer lifecycle, from onboarding to renewals, and for building new functions from the ground up. The position is based in Mountain View, CA, or remotely from the US East Coast. CommerceIQ offers a highly competitive compensation package, including a substantial equity grant.

Requirements

• 15+ years of leadership experience in customer-facing roles
• Proven track record within customer success at a B2B SaaS company with a complicated product in a complex enterprise environment
• Demonstrated experience owning the entirety of post sales - from onboarding to renewals
• Experience setting up a professional services arm
• Demonstrated ability building a new function from 0 to 1 at a growing startup
• Bachelor's degree in Business, Economics, Engineering, or a related field is required

Responsibilities

• Develop and implement the overall customer commercial strategy, including product renewals and upsells
• Own and optimize the entire customer lifecycle, from onboarding to long-term success
• Drive customer retention, loyalty, and growth initiatives
• Full lifecycle, commercially-driven CCO with demonstrated experience overseeing customer success, account management, professional services, and support
• Collaborate with cross-functional teams to ensure seamless customer experiences, while ensuring alignment with company goals
• Represent the voice of the customer at the executive level
• Implement and manage voice-of-customer programs
• Develop data-driven strategies to improve customer satisfaction and outcomes
• Resolve escalated customer issues and ensure positive outcomes
• Develop and implement customer-centric strategies to enhance NRR, GRR, and NPS
• Analyze customer data and feedback to inform decision-making and improve products and services
• Drive innovation in customer engagement and support methodologies
• Identify and act on opportunities for business growth
• Collaborate with expansion and growth managers to drive upsells and cross-sells

Preferred Qualifications

• Experience working at a top strategy consulting firm is preferred, but not required
• Domain expertise in the CPG or retail industry is preferred, but not required
• MBA or related advanced degree is highly preferred

Benefits

• Highly competitive pay, benefits, and early-stage stock options
• Unlimited PTO and seven paid company holidays
• Work from home benefits including flex WFH hours and home office set-up reimbursement
• Monthly cell phone, internet, and gym/fitness reimbursement
• Comprehensive health, dental, vision, and life insurance benefits
• 401K plan, FSA, and HSA programs
• Long-term and short-term disability
• The base pay range for this role across the US is USD: $300,000 - $350,000/per year
• Additionally, you will receive a 30% discretionary annual bonus, as well as a substantial equity grant in the form of company stock options that represents a percentage of total outstanding shares
• You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k)-retirement plan, short & long-term disability insurance, life insurance, paid parental leave, and various other perks
• We have at least 10 paid company holidays in each calendar year, in addition to this we have unlimited PTO for our full-time employees