Chief Customer Officer

Chief Customer Officer

Reports to: CEO

Location: Denver, CO (on-site 3 days a week)

Compensation: $235,000 to $250,000 base + 20% bonus + Equity

About the Company

We are a premier, fast-growing SaaS and technology provider delivering specialized software, analytics, and operational solutions to the global private capital industry. Backed by a leading technology-focused Private Equity sponsor, the organization is positioned at a crucial growth inflection point. As we continue to scale, we are seeking an operationally rigorous, commercially minded Chief Customer Officer (CCO) to lead our end-to-end post-sale organization.

Position Overview

The Chief Customer Officer will own the overarching strategy, execution, and economic outcome of our post-sale ecosystem. Managing a team of 25–30 professionals across Customer Success, Professional Services & Implementation, and Technical Support, the CCO will be tasked with transforming client operations into a world-class retention and expansion engine.

This is a high-visibility, executive leadership role designed for a "scrappy builder" who thrives in a $20M–$30M ARR environment—someone who can toggle seamlessly between high-level sponsor-aligned strategy and hands-on, operational execution.

Key Responsibilities

• Post-Sale Strategy & Leadership: Direct and scale all post-sale functions, establishing a unified customer journey that maximizes speed-to-value, net retention revenue (NRR), and gross retention rates (GRR).
• Commercial Retention & Expansion: Own the post-sale P&L and renewal economics. Implement data-driven customer health scoring, early-risk detection, and proactive expansion playbooks to drive NRR well above SaaS industry benchmarks.
• Professional Services & Implementation: Oversee professional services delivery, ensuring implementations are efficient, predictable, and aligned with client adoption goals while maintaining healthy gross margins.
• Operational Excellence & Tech Stack: Audit, streamline, and build scalable post-sale workflows, dashboards, and tooling (CSM platforms, AI integrations, analytics) to eliminate friction and improve team leverage.
• Sponsor & Board Governance: Partner closely with the CEO, Board of Directors, and Private Equity sponsors to report on key retention metrics, portfolio health, and growth initiatives aligned with the overall investment thesis.
• Team Development: Lead, mentor, and build a high-performing, accountable customer organization. Foster a customer-first culture rooted in operational discipline and measurable outcomes.

Candidate Qualifications

• Proven Executive Leadership: 10+ years of progressive leadership experience in B2B SaaS, with direct ownership of post-sale customer operations (CS, Support, Professional Services).
• Scale Experience: Prior experience leading post-sale organizations through the $10M–$50M+ ARR inflection point.
• PE / Board Exposure: Background working within Private Equity-backed software companies, with a strong understanding of PE value-creation models, board reporting, and exit readiness metrics.
• Analytical & Tech-Fluent: Highly data-driven with a deep understanding of SaaS financial metrics (NRR, GRR, CAC:LTV, Rule of 40). Experience leveraging modern CS platforms and AI tools to drive efficiency.
• Domain Adaptability: Experience serving enterprise buyers in complex, high-touch verticals (financial technology, private equity, or enterprise software) is highly preferred.
• Location: Must be based in (or willing to relocate immediately to) the Denver, CO area for a hybrid in-office cadence.

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