Chief of Staff, Customer Experience

📋 Description

• Act as a strategic partner to the CCO, facilitating the translation of vision into coordinated actions across the CX organization.

• Prepare and oversee executive communications, including updates for the board, ELT briefings, QBRs, and All Hands presentations.

• Serve as a representative for the CCO in cross-functional meetings as necessary, ensuring priorities are communicated and followed up on.

• Lead and manage high-priority strategic projects from inception to execution, often collaborating with multiple teams and stakeholders.

• Establish and sustain operational rhythms for the CCO, which include leadership reviews, planning cycles, and regular reporting.

• Proactively identify misalignments, process gaps, or risks in execution and present them along with proposed solutions.

• Act as the liaison between CX and other functions such as Finance, Product, Sales, and Marketing.

• Handle escalations and inter-team dependencies that necessitate CCO-level visibility or decision-making.

• Cultivate trusted relationships throughout the organization to enhance the CCO's influence and achieve results without direct authority.

• Compose and refine written materials that embody the CCO's voice and align with the expectations of senior stakeholders.

• Distill complex, multi-source information into succinct narratives and actionable recommendations.

• Ensure consistency and high quality in how the CX organization communicates its story both externally and internally.

⛳️ Requirements

• 6 to 10 years of experience in a high-accountability position within or related to Customer Success, CX, or SaaS go-to-market strategies.

• Previous experience in a Chief of Staff, strategic operations, or executive office role, preferably supporting a C-suite leader.

• Familiarity with the renewals process or commercial customer success is highly advantageous; experience in owning or influencing renewal metrics is significant.

• A background in management consulting or revenue operations is relevant and appreciated.

🏝️ Benefits

• Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is dedicated to the principle of equal employment opportunity for all employees and aims to provide a work environment free of discrimination and harassment.