Job description

About the role

Gees Health is looking for a seasoned and customer-focused Chief Customer Officer to join its executive team. In this role, you will shape and lead the company’s overall customer agenda, making sure the experience across the entire customer lifecycle is consistently excellent and contributes to higher satisfaction, loyalty, retention, and revenue growth.

The position carries executive ownership of Customer Success, Customer Support, Customer Experience, Client Services, and Customer Operations, with responsibility for representing the customer perspective across the business.

What you'll do

Set the company-wide customer experience direction and align it with broader business goals.
Build a strong customer-first mindset across departments and functions.
Act as the senior internal champion for customer needs, expectations, and outcomes.
Lead initiatives that strengthen satisfaction, retention, loyalty, and customer lifetime value.
Own the customer journey from acquisition and onboarding through adoption, renewal, and expansion.
Create and roll out programs that ensure reliable, high-quality customer interactions at every touchpoint.
Identify friction points in the customer journey and coordinate cross-functional improvements.
Ensure a consistent experience across all channels used to communicate with customers.
Guide Customer Success teams to improve adoption, engagement, and value realization.
Develop approaches to reduce churn, improve retention, and expand customer value over time.
Set up account health tracking and proactive outreach programs.
Build customer advocacy, referral, and loyalty initiatives.
Oversee global customer support and service delivery operations.
Improve service quality through effective processes, tools, and workforce planning.
Define performance standards, escalation paths, and service level agreements.
Track operational metrics and drive continuous improvement.
Design Voice of Customer programs to collect and analyze feedback.
Monitor KPIs such as CSAT, NPS, retention rate, CLV, churn rate, and CES.
Turn customer insights into practical improvements for the business.
Present customer performance updates to executive leadership and the Board of Directors.
Collaborate with Product, Sales, Marketing, Operations, Finance, and Technology to keep customer priorities aligned with business objectives.
Ensure customer feedback informs product direction and service enhancements.
Lead customer-centered transformation and change efforts.
Build, coach, and retain high-performing customer-facing teams.
Create organizational structures that support scale, growth, and customer success.
Implement leadership development, succession planning, and talent management practices.
Promote a culture of accountability, innovation, and customer advocacy.

Qualifications

This role calls for an executive leader with extensive experience across customer success, customer experience, customer operations, support, or similar fields. You should bring a strong history of improving customer satisfaction and retention while supporting business growth in complex, high-growth, or enterprise settings.

Requirements

Bachelor’s degree in Business Administration, Marketing, Communications, Management, or a related discipline.
MBA or another advanced degree is preferred.
20+ years of progressive leadership experience in Customer Success, Customer Experience, Customer Operations, Customer Support, or closely related areas.
10+ years of executive leadership experience.
Demonstrated success in improving customer satisfaction, retention, and business results.
Experience leading large customer organizations in high-growth or enterprise environments.
Strong knowledge of customer lifecycle management, customer success methods, and customer experience strategy.
Excellent communication, leadership, and stakeholder management skills.
Strong analytical thinking and strategic decision-making ability.

Preferred skills and tools

Experience with customer experience strategy, customer success leadership, retention and loyalty programs, Voice of Customer programs, journey optimization, service delivery management, organizational leadership, change management, data analytics, business intelligence, and executive stakeholder management is preferred. Familiarity with Salesforce, Salesforce Service Cloud, Zendesk, HubSpot, Gainsight, Qualtrics, Medallia, Power BI, Tableau, and Microsoft Dynamics 365 is also beneficial.

What we offer

Competitive executive compensation package.
Annual executive bonus program.
Equity or long-term incentive plan.
Comprehensive medical, dental, and vision coverage.
401(k) retirement savings plan.
Flexible remote/hybrid work arrangement.

Additional information

The role is based in the United States and is structured as a full-time remote position.

No vacancy count, start date, or application deadline was provided.

No stipend was specified for this opportunity.

Chief Customer Officer