Company Bench is hiring a
Chief Customer Officer

Summary

Join Bench Accounting as an experienced Chief Customer Officer (CCO) to shape and execute customer strategy, ensure exceptional service delivery, and foster a customer-obsessed culture. As a strategic leader and operator, you will excel at scaling through simplicity, dependability, clarity of insights, and relentless execution.

Requirements

• 15+ years of proven experience and track record in senior customer-focused leadership roles at several high-profile tech startups that have scaled to $100M+ in annual revenue and 100,000+ customers
• Strong leadership skills with a history of building, leading, and developing high-performing teams
• Expertise in customer experience design and process optimization, including lean six sigma and other related disciplines
• Excellent strategic thinking and problem-solving abilities
• Strong communication skills, with the ability to influence and collaborate effectively across all levels of the organization
• Proven ability to drive change and inspire a culture of continuous improvement and customer-centricity
• Experience in driving focus and accountability on net retention and creating customer value
• Demonstrated ability to be an effective industry evangelist, representing the company at events and staying current with industry trends

Responsibilities

• Be the voice of the customer across the organization, advocating for their needs and expectations, and ensuring they are met
• Ensure the timeliness and quality of bookkeeping and tax services delivery, continuously driving improvement and operational efficiency across people, processes, and systems
• Drive the adoption of product features, best practices, and retention through effective customer success initiatives as well as employee development programs
• Build and expand our tax preparation and tax resolution practice, and help Bench deepen its moat by identifying and collaborating cross-functionally to successfully launch naturally complementing offerings at scale
• Foster a highly engaged organizational culture that is customer-obsessed, emphasizing a strong sense of ownership, a product-first mindset, and a first-principle approach to delivering value at the speed of technology, leveraging people as our key advantage
• Lead the development and execution of the company’s customer strategy, ensuring alignment with business goals and objectives
• Implement and optimize customer experience design and process improvement methodologies, such as lean six sigma, to enhance customer satisfaction and operational efficiency
• Build, lead, and develop high-performing teams to deliver world-class customer experiences while continuously driving gross margin improvements through technology and innovation
• Work closely with other areas of the business, including Product, Marketing, Sales, and Biz Ops, to ensure a cohesive and integrated approach to customer experience and success
• Drive a strong focus on net retention and creating value for our customers, ensuring that our services not only meet but exceed customer expectations
• Be an evangelist and the voice of Bench at customer or industry events, staying on top of SMB and fintech trends to ensure that Bench remains at the forefront of innovation and customer satisfaction
• Stay abreast of SMB and fintech trends to ensure that Bench remains at the forefront of innovation and customer satisfaction

Preferred Qualifications

Experience leading large accounting and/or tax teams and delivering world-class customer experience while continuously driving net dollar retention and gross margin improvements

Benefits

• Competitive salary
• Benefits package