Chief Customer Officer

About the Role

Mun Health is looking for a highly experienced and visionary Chief Customer Officer (CCO) to join our Executive Leadership Team. Reporting directly to the CEO, the CCO will spearhead the organization’s global customer strategy and manage all facets of the customer lifecycle. The goal is to deliver outstanding customer experiences, enhance retention, and drive sustained revenue growth.

The CCO will be responsible for overseeing departments such as Customer Success, Customer Experience (CX), Customer Support, Professional Services, Customer Operations, Customer Education, Customer Advocacy, Customer Insights, and Customer Enablement. Collaboration with Sales, Product, Marketing, Engineering, Revenue Operations, Finance, and Operations teams will be critical to ensure every customer interaction promotes long-term business success.

Key Responsibilities

• Develop and implement a global customer strategy aligned with company vision and growth objectives.
• Act as the lead advocate for customer-centric decision-making and customer advocacy within the organization.
• Design strategies for the entire customer lifecycle, including acquisition, onboarding, adoption, retention, expansion, and advocacy.
• Collaborate with the CEO and executive leaders to synchronize customer initiatives with overall business goals.
• Deliver reports on customer metrics, performance, and strategic initiatives to executive leadership and the board.
• Lead customer success initiatives driving onboarding, implementation, adoption, engagement, renewal, and expansion phases.
• Create scalable Customer Success programs to boost product usage and customer value.
• Optimize customer journey experiences at every interaction point.
• Improve metrics such as customer retention, renewal rates, expansion revenue, and Customer Lifetime Value (CLV).
• Manage Voice of Customer (VoC) programs to convert customer feedback into actionable business improvements.
• Supervise Customer Support, Technical Support, Professional Services, Customer Operations, and Education teams.
• Set global service standards, SLAs, and operational policies ensuring world-class service delivery.
• Guarantee prompt resolution of customer issues while maintaining high service quality.
• Enhance support operations using AI, automation, self-service, and knowledge management platforms.
• Develop scalable support capabilities to support global expansion.
• Define and monitor key customer performance indicators such as CSAT, NPS, CLV, retention rates, GRR, NRR, CES, and churn.
• Create executive dashboards and customer health reports for strategic decision-making.
• Analyze customer behaviors, product use, service quality, and engagement trends to inform strategies.
• Work closely with Product, Engineering, Sales, Marketing, Revenue Operations, Finance, Legal, HR, and Operations to embed customer feedback into product innovation and strategy.
• Support enterprise initiatives including product launches, digital transformations, and strategic programs.
• Recruit, mentor, and develop leadership across customer-centric departments to build a culture focused on innovation, accountability, collaboration, and excellence.
• Implement succession planning and employee engagement strategies to sustain organizational growth.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, Management, or a related discipline required; MBA or master’s degree preferred.
• Over 20 years of progressive leadership in Customer Success, Experience, Support, or related executive roles.
• At least 10 years in executive leadership managing global customer-focused organizations.
• Demonstrated success in driving improvements in customer satisfaction, retention, recurring revenue, and customer experience.
• Deep expertise in customer lifecycle and success strategies, service operations, and organizational leadership.
• Experience preferred in SaaS, enterprise software, fintech, financial services, technology, healthcare, or other fast-growing sectors.
• Outstanding leadership, communication, negotiation, presentation, and stakeholder management abilities.
• Strong strategic thinking, analytical skills, and business acumen.

Preferred Skills

• Expertise in Customer Experience strategy
• Proven Customer Success leadership capabilities
• In-depth knowledge of Customer Lifecycle Management
• Skilled in Customer Retention and Expansion
• Experienced with Voice of Customer programs
• Customer Operations and Service Excellence proficiency
• Executive Leadership and Business Strategy acumen
• Organizational Development skills