Chief Customer Officer (CCO) jobs in United States
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Esper · 13 hours ago

Chief Customer Officer (CCO)

positionUnited States
timeFull-time
remoteRemote
seniorityDirector/Executive
date10+ years exp

Esper is a company focused on maximizing customer lifetime value through effective customer experience management. The Chief Customer Officer is tasked with overseeing the entire customer journey, ensuring customer satisfaction, retention, and alignment with company growth goals.

AssociationBig DataEnterprise SoftwareGovernmentInformation TechnologyMobileSoftware

Responsibilities

Own the company’s end-to-end customer journey, from onboarding through renewal and expansion
Define and execute a customer experience strategy aligned with company growth goals
Act as the executive voice of the customer, influencing product, sales, marketing, and leadership decisions
Drive net revenue retention, gross retention, and expansion revenue in partnership with Sales and Finance
Own renewal strategy and forecasting accuracy
Identify and mitigate churn risk through proactive customer health programs
Lead and scale Customer Success, Support, and Services teams with clear roles, incentives, and career paths
Build operational rigor through playbooks, tooling, and performance metrics
Ensure consistent, high-quality customer engagement across segments
Establish feedback loops to capture customer insights (NPS, CSAT, product feedback)
Translate customer feedback into actionable insights for Product and Engineering
Partner with Product leadership to prioritize roadmap decisions based on customer impact
Partner closely with the Head of Growth, CTO and Finance functions to align on growth, retention, and customer outcomes
Represent customer health and risks at the executive and board level
Ensure customer commitments are realistic, measurable, and deliverable
Net Revenue Retention (NRR)Gross Retention / Churn
Customer Satisfaction (NPS, CSAT)
Time-to-Value and Adoption Metrics
Renewal Forecast Accuracy
Expansion Revenue Contribution

Qualification

Customer SuccessRetention StrategyB2B SaaS ExperienceExecutive LeadershipData-Driven Decision MakingCustomer EmpathyCross-Functional InfluenceCommunication Skills

Required

10+ years of experience in Customer Success, Account Management, or Customer Operations, including executive leadership roles
Proven track record of improving retention and expansion in a B2B SaaS or enterprise environment
Experience scaling customer teams in a high-growth company
Strong executive presence and ability to influence cross-functional leaders
Data-driven, with a deep understanding of customer metrics and unit economics
Exceptional communication skills and customer empathy

Preferred

Experience in regulated or complex customer environments (e.g., enterprise, government, healthcare)
Prior experience owning renewals and expansion revenue

Company

Esper

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Esper provides a platform for governments to create and manage public policy from a single dahsboard.
dateFounded in 2018
location
Austin, Texas, USA
people-size11-50 employees
web-link
https://esper.com

Funding

Current Stage
Early Stage
Total Funding
$10.72M
Key Investors
Alumni VenturesCota Capital
2023-08-11Series A
2021-08-11Series A· $8M
2021-04-01Seed

Leadership Team

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Maleka Momand
Co-Founder & CEO
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Lilli Oetting
Co-Founder and CTO
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Recent News

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Company data provided by crunchbase