Chief Customer Officer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full responsibility for all activities following the signing of the deal, ensuring an exceptional customer experience from go-live onward.

• Manage comprehensive customer implementations across suppliers, health systems, and payors, including surge capacity preparations for 2026 payor go-lives.

• Oversee delivery economics, focusing on on-time and on-budget execution, implementation costs, and the correlation between go-live speed and revenue recognition.

• Direct customer support and service quality comprehensively; enhance clinician retention, manage enterprise escalations, and optimize service operations.

• Transition service from a reactive approach to a proactive one by utilizing client-health scoring, early-warning indicators, and strategies for at-risk accounts.

• Manage day-to-day operational functions for live customers, ensuring seamless handoffs to account management and customer success teams.

• Lead company-wide program management initiatives that require cross-functional collaboration.

• Collaborate with the Chief Revenue Officer on implementation, service quality, and operational retention strategies.

• Partner with the Chief Growth Officer to effectively operationalize significant partnerships after contracts are signed.

• Work alongside the Chief Financial Officer and EVP of Revenue Operations on execution metrics, forecasting, and strategic planning.

⛳️ Requirements

• Established operational cadences, delivery frameworks, and service organizations that deliver predictable performance at scale.

• Possess strategic insight to preemptively identify capacity limits, service gaps, and integration challenges before they affect operations.

• Proven experience navigating growth and scaling challenges in a SaaS, network, or healthcare technology environment.

• Direct involvement in customer delivery, support, or client operations, preferably with experience in turnaround situations.

• Demonstrated success in reducing churn, enhancing NPS, increasing on-time delivery, and driving volume growth.

• Experienced in scaling support and delivery output while maintaining flat or sublinear headcount through the effective deployment of automation and AI.

• High emotional intelligence to coordinate specialized executives and achieve results through leaders outside of direct control.

• Ability to create scalable systems prior to increasing headcount.

• Must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

• This position is not eligible for employer visa sponsorship.

🏝️ Benefits

• Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums.

• Employer HSA Contribution: Company-funded contributions to your Health Savings Account.

• 401(k) Retirement Plan.

• Equity Incentive Plan.

• Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance.

• Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces.

• Flexible Vacation Policy.

• Summer Fridays: 5 additional Fridays off during the summer (separate from PTO).

• Home Office and Wellness Stipend.

• Monthly Internet Stipend.

• Annual Learning and Development Stipend.