Chief Customer Officer

About the Role

Neuron Health is looking for a seasoned and forward-thinking Chief Customer Officer to join its executive leadership group. Reporting to the Chief Executive Officer, this role owns the company’s worldwide customer strategy and the full customer lifecycle. The position is focused on delivering outstanding customer experiences, improving satisfaction, raising retention and lifetime value, and building durable customer relationships that support long-term growth.

The Chief Customer Officer will have responsibility for Customer Success, Customer Experience, Customer Support, Professional Services, Customer Operations, Customer Education, Customer Advocacy, and Customer Insights. In close partnership with Sales, Product, Marketing, Engineering, Finance, and Operations, this leader will help embed a customer-first mindset throughout the organization.

Executive Customer Strategy

• Create and drive a global customer strategy that supports company objectives and sustained business expansion.
• Act as the senior internal champion for customers across all functions.
• Launch customer-focused initiatives designed to strengthen loyalty, retention, and lifetime value.
• Work with the CEO and executive team to shape customer growth plans and organizational priorities.
• Share customer health updates, strategic programs, and business recommendations with executive leadership and the Board of Directors.

Customer Success & Customer Experience

• Oversee the complete customer journey from onboarding and implementation through adoption, engagement, renewal, expansion, and advocacy.
• Continuously refine the end-to-end customer experience.
• Build scalable Customer Success programs that increase product adoption and value realization.
• Improve retention, renewals, expansion revenue, and customer satisfaction outcomes.
• Set up Voice of Customer programs that turn feedback into measurable business improvements.

Customer Support & Service Operations

• Lead Customer Support, Technical Support, Professional Services, Customer Operations, and Customer Education teams.
• Define service expectations, operating policies, and global SLAs.
• Ensure customer issues are resolved promptly while maintaining strong service quality.
• Streamline support operations using automation, AI-enabled service tools, and knowledge management.
• Develop customer service processes that can scale with global growth.

Customer Intelligence & Business Analytics

• Create executive dashboards and track core customer metrics.
• Monitor CSAT, NPS, CLV, retention rate, CES, GRR, NRR, and churn.
• Study customer behavior, product usage, and service performance to uncover growth opportunities.
• Use customer insights to guide strategic planning and executive decisions.

Cross-Functional Leadership

• Work closely with Product Management, Sales, Marketing, Engineering, Finance, Operations, Human Resources, Legal, and Revenue Operations.
• Make sure customer feedback shapes product development, service upgrades, pricing, and business planning.
• Support product launches, digital transformation efforts, and organization-wide operational improvements.
• Align customer initiatives with revenue goals and the broader corporate strategy.

Leadership & Organizational Development

• Hire, coach, and lead executives across Customer Success, Customer Experience, Customer Support, Customer Operations, and Professional Services.
• Develop a high-performing customer organization built on accountability, teamwork, innovation, and operational excellence.
• Create succession plans, engagement programs, and organizational development initiatives.
• Promote a company-wide culture of continuous improvement and customer obsession.

Qualifications

• A bachelor’s degree in Business Administration, Marketing, Communications, Management, or a closely related discipline is required.
• An MBA or master’s degree is preferred.
• More than 20 years of progressive leadership experience in Customer Success, Customer Experience, Customer Support, Customer Operations, or similar executive roles.
• At least 10 years of executive leadership experience managing global customer organizations.
• Proven ability to improve customer satisfaction, retention, service quality, and recurring revenue growth.
• Deep knowledge of customer lifecycle management, customer success strategy, service operations, digital transformation, and executive leadership.
• Experience leading customer-facing organizations in SaaS, enterprise software, fintech, financial services, healthcare, telecommunications, or other fast-growing industries is preferred.
• Excellent executive-level communication, leadership, negotiation, and stakeholder management abilities.
• Strong strategic judgment with advanced analytical and business decision-making skills.

Preferred Skills

• Strategy for customer experience
• Leadership in customer success
• Customer lifecycle management
• Retention and expansion planning
• Voice of customer programs
• Service operations leadership
• Customer journey improvement
• Executive leadership
• Organizational development
• Business intelligence and analytics