What are the responsibilities and job description for the Chief Customer Officer position at MS Shift, Inc.?
About the Role
We're seeking an experienced Chief Customer Officer (CCO) to lead our customer organization and drive customer success, retention, expansion, and advocacy. This executive will own the entire customer journey, ensuring our customers achieve measurable business outcomes while helping accelerate company growth.
What You'll Do
✅ Lead Customer Success, Support, Professional Services, and Customer Operations teams
✅ Drive Net Revenue Retention (NRR), renewals, and customer expansion
✅ Build scalable customer success strategies across SMB, Mid-Market, and Enterprise segments
✅ Serve as the voice of the customer within the executive leadership team
✅ Partner with Product, Sales, Marketing, and Operations to improve customer outcomes
✅ Establish customer health frameworks, adoption programs, and executive business reviews
What We're Looking For
✔ 10 years of leadership experience in SaaS or subscription-based businesses
✔ Proven success improving retention, NRR, and customer satisfaction
✔ Experience leading and scaling Customer Success organizations
✔ Strong commercial, operational, and strategic leadership skills
✔ Data-driven mindset with expertise in SaaS metrics and forecasting
Success Metrics
📈 Net Revenue Retention (NRR)
📈 Customer Retention & Expansion
📈 Customer Satisfaction (CSAT) & NPS
📈 Product Adoption & Time-to-Value
Why Join Us?
✔ Executive leadership role with significant impact
✔ Opportunity to shape customer strategy and company growth
✔ Collaborative, customer-centric culture
✔ Competitive compensation and benefits
Salary : $150,000 - $200,000