Chief Customer Officer

About the role

For our client, we are seeking a Chief Customer Officer to join the team of a leader in the Healthcare space. This leader will shape the customer experience strategy across implementations, service operations, and ongoing client support in a healthcare technology environment. The role will partner closely with executive leaders to improve delivery performance, strengthen retention, and create scalable operating models that support growth. Success in this position will depend on balancing operational discipline with customer empathy while driving measurable business outcomes across the organization. Location: Philadelphia, PA - US based candidates only, no visa sponsorship available.

Responsibilities

• Own end-to-end customer implementations, ensuring on-time and quality delivery
• Manage delivery economics, linking implementation speed to revenue recognition
• Transform customer service to improve clinician retention and enhance service operations
• Develop proactive service models with early-warning signals to minimize churn
• Oversee client operations to ensure seamless daily function for live customers
• Lead company-wide program management initiatives that require cross-functional collaboration

Qualifications

• 5+ years of experience in customer delivery or operations roles, ideally at a SaaS or healthcare technology company
• Proven track record of building and scaling customer support and delivery organizations
• Experience implementing automated systems and AI to improve operational efficiency
• Strong strategic foresight with the ability to identify constraints early
• Excellent leadership skills with the ability to work collaboratively with specialized executives

Benefits

• Medical, Dental, and Vision Coverage with options for low-to-no-cost premiums
• Employer contributions to Health Savings Account (HSA)
• 401(k) Retirement Plan with a company match
• Equity Incentive Plan participation
• Annual performance-based bonus of up to 15%
• Remote-first work culture with options for co-working space reimbursement
• Flexible vacation policy allowing greater autonomy in time off
• Special Summer Fridays policy offering 5 additional Fridays off during summer
• Stipend for home office setup and wellness expenses
• Monthly internet stipend to support remote connectivity

Pay

Compensation: $300,000 – $400,000 annually