Chief Customer Officer

2 weeks ago

Gurgaon, Haryana, India MomentumLift Careers Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Responsibilities

  • Customer Strategy & Leadership
  • Develop and implement a comprehensive customer strategy aligned with the company's vision and growth objectives.
  • Serve as the voice of the customer at the executive level, influencing decisions across product, marketing, sales, and operations.
  • Foster a customer-first culture that prioritizes retention, loyalty, and advocacy.
  • Customer Experience & Success
  • Oversee all customer-facing functions, including customer success, support, and experience management.
  • Define and monitor key customer metrics (NPS, CSAT, churn, retention, expansion).
  • Drive initiatives that enhance customer satisfaction, reduce churn, and maximize lifetime value.
  • Engagement & Growth
  • Lead customer engagement programs, ensuring proactive communication and continuous value delivery.
  • Partner with sales and marketing teams to identify opportunities for upselling, cross-selling, and customer advocacy.
  • Build and strengthen customer communities and advisory boards.
  • Team Leadership & Development
  • Lead, mentor, and scale high-performing customer success and support teams.
  • Promote collaboration across departments to deliver a seamless customer journey.

Qualifications

  • Bachelor's degree in Business, Marketing, Communications, or related field (MBA preferred).
  • 15+ years of progressive leadership experience in customer success, customer experience, or related fields, ideally within [insert industry, e.g., technology/financial services/healthcare].
  • Proven track record of driving customer retention, engagement, and satisfaction at scale.
  • Strong strategic thinking, communication, and executive presence.
  • Ability to collaborate effectively with cross-functional teams and influence at all organizational levels.

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