[Remote] Chief Customer Officer (CCO)

Note: The job is a remote job and is open to candidates in USA. 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. 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 Skills • 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 • Experience in regulated or complex customer environments (e.g., enterprise, government, healthcare) • Prior experience owning renewals and expansion revenue Company Overview • Esper provides a platform for governments to create and manage public policy from a single dahsboard. It was founded in 2018, and is headquartered in Austin, Texas, USA, with a workforce of 11-50 employees. Its website is https://esper.com. Apply tot his job Apply To this Job