Chief Customer Officer

Location: USA (Remote or Hybrid Options Available)
Industry: Construction Technology / Enterprise SaaS
Employment Type: Full-Time | Executive Level
Compensation: Executive package commensurate with experience

About the Role:
We are supporting a global leader in construction software in the search for a Chief Customer Officer (CCO) to join their high-growth, multi-product business spanning AECO (Architecture, Engineering, Construction, and Owner sectors). This is a newly created, executive-level position reporting to the Segment SVP and offers the opportunity to build and unify global post-sale customer operations for a multi-billion-dollar SaaS organization.

This role is ideal for a customer-obsessed executive with deep experience scaling Professional Services, Customer Support, Customer Success, and Renewals organizations-especially within a digital-first enterprise environment.

Key Responsibilities

Strategic Leadership

• Own and execute a unified post-sale customer strategy across Professional Services, Support, and Success.

• Identify operational gaps and lead process optimization to improve the customer lifecycle.

• Partner cross-functionally with Sales, Product, and Marketing to ensure customer-centric alignment with business goals.

Customer Advocacy

• Define and elevate the customer journey across a broad portfolio-from onboarding to renewal or migration.

• Act as the executive voice of the customer; champion feedback loops that influence product direction and strategy.

• Foster a culture of customer obsession, driving internal alignment and customer advocacy programs.

Operational Excellence

• Develop digital-first customer engagement programs from low-touch to enterprise tiers.

• Optimize service delivery through scalable solutions, including AI-led support capabilities.

• Drive adoption, retention, and expansion by leveraging customer health metrics and journey analytics.

Data-Driven Leadership

• Build a performance-driven culture using KPIs related to NPS, retention, and satisfaction.

• Oversee a formal Voice of the Customer (VoC) program to surface insights and pain points.

• Use analytics to proactively improve CX and unlock business growth.

Team & Culture Building

• Lead and mentor senior leaders across global customer-facing teams.

• Promote operational rigor, continuous improvement, and regional adaptability.

• Shape a high-performing culture that thrives in a global, digital-first environment.

Qualifications

• 15+ years of leadership experience in Customer Success, Services, or Support within enterprise SaaS.

• Proven track record of delivering measurable impact (churn reduction, upsell/expansion, renewals).

• Strong background in scaling global teams and implementing digital customer strategies.

• Exceptional communication and stakeholder engagement skills at the C-suite level.

• Experience within the construction tech or AECO industry is highly desirable.

• Bachelor’s degree required; MBA or similar advanced degree preferred.

Key Competencies

• Customer-Centric Leadership – Passion for transforming customer experience at scale.

• Strategic Execution – Strong ability to convert insight into impact through operational rigor.

• Digital Fluency – Adept at leveraging AI, automation, and self-service tools.

• Global Mindset – Comfortable operating across international markets with cultural nuance.

• Transformational Leadership – Ability to unify and inspire cross-functional teams.