Chief Customer Officer
CommerceIQ
Company Overview
CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries. Learn more at commerceiq.ai.
The Role:
We are seeking an experienced and strategic Chief Customer Officer to join our executive team at CommerceIQ, reporting directly to our CEO and Founder. The CCO will be responsible for driving customer success, loyalty, and revenue growth across our organization. This role is crucial in driving our commercial strategy and ensuring the success of our rapidly growing customer base.
In this role, you will be responsible for developing and executing strategies that leverage our B2B SaaS solutions to help our customers thrive in the rapidly evolving ecommerce landscape. You will also build and uplevel a professional services organization within the company, in addition to overseeing our account management teams. The ideal candidate will be a strategic thinker with a passion for customer success and a proven ability to drive business growth through customer-centric commercial initiatives.
This role will be based out of our Mountain View, CA headquarters or remote from the US east coast.
What You'll Do:
Customer Strategy and Growth
- Develop and implement the overall customer commercial strategy, including product renewals and upsells
- Own and optimize the entire customer lifecycle, from onboarding to long-term success
- Drive customer retention, loyalty, and growth initiatives
Leadership and Management
- Full lifecycle, commercially-driven CCO with demonstrated experience overseeing customer success, account management, professional services, and support
- Collaborate with cross-functional teams to ensure seamless customer experiences, while ensuring alignment with company goals
- Represent the voice of the customer at the executive level
Customer Success Operations
- Implement and manage voice-of-customer programs
- Develop data-driven strategies to improve customer satisfaction and outcomes
- Resolve escalated customer issues and ensure positive outcomes
- Develop and implement customer-centric strategies to enhance NRR, GRR, and NPS
- Analyze customer data and feedback to inform decision-making and improve products and services
- Drive innovation in customer engagement and support methodologies
Business Development
- Identify and act on opportunities for business growth
- Collaborate with expansion and growth managers to drive upsells and cross-sells
What You'll Bring:
Experience
- 15+ years of leadership experience in customer-facing roles
- Proven track record within customer success at a B2B SaaS company with a complicated product in a complex enterprise environment
- Demonstrated experience owning the entirety of post sales - from onboarding to renewals
- Experience setting up a professional services arm
- Demonstrated ability building a new function from 0 to 1 at a growing startup
- Experience working at a top strategy consulting firm is preferred, but not required
- Domain expertise in the CPG or retail industry is preferred, but not required
Education
- Bachelor's degree in Business, Economics, Engineering, or a related field is required
- MBA or related advanced degree is highly preferred
Benefits & Perks:
- Highly competitive pay, benefits, and early-stage stock options
- Unlimited PTO and seven paid company holidays
- Work from home benefits including flex WFH hours and home office set-up reimbursement
- Monthly cell phone, internet, and gym/fitness reimbursement
- Comprehensive health, dental, vision, and life insurance benefits
- 401K plan, FSA, and HSA programs
- Long-term and short-term disability
The base pay range for this role across the US is USD: $300,000 - $350,000/per year. Additionally, you will receive a 30% discretionary annual bonus, as well as a substantial equity grant in the form of company stock options that represents a percentage of total outstanding shares.
You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k)-retirement plan, short & long-term disability insurance, life insurance, paid parental leave, and various other perks. We have at least 10 paid company holidays in each calendar year, in addition to this we have unlimited PTO for our full-time employees.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.