Chief Customer Officer

For our client, we are seeking a Chief Customer Officer to join the team of a leader in the Healthcare space.

This executive will own the end-to-end customer experience with a focus on service delivery, retention, and operational excellence. The role partners closely with senior leaders across the organization to improve implementation outcomes, strengthen post-launch support, and create a more proactive customer operating model. Success in this position will be measured by improved client satisfaction, lower churn, and scalable processes that support growth.

Location: Boston, MA – US based candidates only, no visa sponsorship available

Compensation: $300,000 — $400,000 annually

Responsibilities

• Own the implementation of customer services, ensuring timely and high-quality delivery.
• Manage the financial aspects of service delivery, with a focus on budget and performance metrics.
• Lead initiatives to improve customer support and retention strategies across all platforms.
• Shift customer service from reactive to proactive by using data to help prevent churn.
• Oversee daily operational functions that support customer needs after implementation.
• Coordinate cross-functional programs to improve holistic service delivery.
• Collaborate with other executives to align operational execution with broader business strategy.

Qualifications

• 5-10 years of executive-level experience focused on customer delivery or support in a SaaS or healthcare environment.
• Proven ability to build and scale operational processes reliably.
• Experience leading cross-functional initiatives with a strong emphasis on client satisfaction.
• Proficiency in leveraging automation and AI to improve efficiency and service delivery.
• Demonstrated success in improving customer retention metrics and reducing churn.
• Ability to communicate effectively with executive-level stakeholders and lead teams without direct authority.
• Hands-on experience in service transformation and operational excellence.

Benefits

• Comprehensive medical, dental, and vision coverage with low-cost premiums.
• Employer contributions to a Health Savings Account.
• 401(k) retirement plan.
• Participation in an equity incentive plan.
• Potential for an annual company-wide bonus of up to 15%.
• Remote-first work culture with options for co-working reimbursements.
• Flexible vacation policy with additional summer Fridays off.
• Stipends for home office expenses and wellness initiatives.
• Monthly internet reimbursement.
• Annual learning and development budget.

Our client is an equal opportunity employer.