2,865 Chief Customer Officer jobs in the United States

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About the Role

We are seeking a highly motivated leader with deep sales and marketing expertise to represent Salesforce Marketing Cloud in guiding customers to success with the product, while enabling and leading sales and partner success.

The ideal candidate will have 15+ years experience in senior leadership roles, with at least 5 years leading sales and 5 years working with marketing or customer experience technologies in enterprise software. This individual will understand the needs of companies deploying and using marketing software and will be able to translate that expertise into driving customer success, product adoption, and sustained business growth.

This leader will focus on driving success in two key areas:

• Product Adoption

The Chief Customer Officer and their team will drive customer success through product adoption and customer value. This includes providing tools, systems, information, and programs that educate and assist customers, as well as supporting internal teams to help customers realize the promised value of the product. Success will be measured through metrics such as utilization rates, campaign send volumes, NPS, and other adoption based indicators.

• Business Growth / GTM - Sales and Partner Success

The Chief Customer Officer and their team will also drive business growth through sales performance and customer retention. This includes working closely with Sales Leadership, Sales Operations, Enablement, Partner Teams, and other stakeholders to align product and go-to-market (GTM) efforts. Responsibilities include driving the strategy, development, and adoption of tools, sales plays, demo environments, systems, and programs that enable sales and partners to represent the product effectively and grow the business. Success will be measured by growth in ACV, customer retention, and sales performance.

This role reports to the EVP/GM for Salesforce Marketing Cloud and collaborates closely with Product, Engineering, Sales, Marketing, and Partner organizations. It is a non-commissioned role with responsibilities tied to sales outcomes but compensated under a product-based model.

Drive Product Adoption

• Lead the development and distribution of AI and agent-based self-service activation guides, programs, and tools for onboarding, product version transitions, and best practices, helping customers extract value from the latest technologies.

• Lead a data-driven organization that measures all aspects of product usage and leverages insights to optimize both product performance and customer experience.

• Develop vision demos and dynamic architectural illustrations that enhance customer communications and self-service guides.

• Lead transformation programs to guide customers in adopting the latest technologies.

• Coordinate across Product Management, Engineering, Customer Success, Product Marketing, and Sales to drive adoption initiatives.

Lead GTM Programs for Marketing Cloud

• Lead Run the Business programs with Product Marketing, Sales Operations, Distribution Leaders, and Partner Liaisons to ensure ongoing alignment between product strategy and GTM motions, maintaining pipeline generation, ACV growth, retention, and adoption.

• Operate a data-driven GTM program that continuously evaluates market and sales conditions, enabling proactive decision-making with stakeholders to keep the business aligned with distribution needs.

• Build scalable programs that produce current, executable sales plays aligned to the latest product strategy.

• Develop and implement scalable Solution Engineering demo and environment programs to support sales, driving convergence to the latest product versions.

• Lead the creation and execution of a comprehensive enablement strategy for Marketing Cloud in coordination with Product Marketing.

• Ensure effective enablement for Solution Engineering, Account Executives, Customer Success, and Partners on Marketing Cloud products, solutions, and value propositions.

• Manage and resolve sales escalations promptly and effectively, including the use of AI and agents to scale resolution.

• Establish and refine deal support processes for frontline sales teams and managers.

• Create and distribute roadmap enablement and distribution programs for internal and external stakeholders.

Experience

• 15+ years in senior leadership roles, with at least 5 years in sales leadership and 5 years in marketing technology.

• Demonstrated success in driving ACV growth through sales and partner programs.

• Consulting experience with customers, solving complex problems through technology.

• Extensive experience working with sales teams (Account Executives, Solution Engineers) and channel partners.

• Proven track record collaborating with software product teams.

Skills

• Strong knowledge of Marketing Cloud technologies and the broader MarTech landscape.

• Exceptional communication, presentation, and interpersonal skills.

• Ability to build strong relationships and influence stakeholders at all levels.

• Strategic thinker with a hands-on approach to program execution.

• Proven ability to manage complex projects and deliver results in a fast-paced environment.

Applications will be accepted until 09/01/2025

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About the Role

We are seeking a highly motivated leader with deep sales and marketing expertise to represent Salesforce Marketing Cloud in guiding customers to success with the product, while enabling and leading sales and partner success.

The ideal candidate will have 15+ years experience in senior leadership roles, with at least 5 years leading sales and 5 years working with marketing or customer experience technologies in enterprise software. This individual will understand the needs of companies deploying and using marketing software and will be able to translate that expertise into driving customer success, product adoption, and sustained business growth.

This leader will focus on driving success in two key areas:

• Product Adoption

The Chief Customer Officer and their team will drive customer success through product adoption and customer value. This includes providing tools, systems, information, and programs that educate and assist customers, as well as supporting internal teams to help customers realize the promised value of the product. Success will be measured through metrics such as utilization rates, campaign send volumes, NPS, and other adoption based indicators.

• Business Growth / GTM - Sales and Partner Success

The Chief Customer Officer and their team will also drive business growth through sales performance and customer retention. This includes working closely with Sales Leadership, Sales Operations, Enablement, Partner Teams, and other stakeholders to align product and go-to-market (GTM) efforts. Responsibilities include driving the strategy, development, and adoption of tools, sales plays, demo environments, systems, and programs that enable sales and partners to represent the product effectively and grow the business. Success will be measured by growth in ACV, customer retention, and sales performance.

This role reports to the EVP/GM for Salesforce Marketing Cloud and collaborates closely with Product, Engineering, Sales, Marketing, and Partner organizations. It is a non-commissioned role with responsibilities tied to sales outcomes but compensated under a product-based model.

Drive Product Adoption

• Lead the development and distribution of AI and agent-based self-service activation guides, programs, and tools for onboarding, product version transitions, and best practices, helping customers extract value from the latest technologies.

• Lead a data-driven organization that measures all aspects of product usage and leverages insights to optimize both product performance and customer experience.

• Develop vision demos and dynamic architectural illustrations that enhance customer communications and self-service guides.

• Lead transformation programs to guide customers in adopting the latest technologies.

• Coordinate across Product Management, Engineering, Customer Success, Product Marketing, and Sales to drive adoption initiatives.

Lead GTM Programs for Marketing Cloud

• Lead Run the Business programs with Product Marketing, Sales Operations, Distribution Leaders, and Partner Liaisons to ensure ongoing alignment between product strategy and GTM motions, maintaining pipeline generation, ACV growth, retention, and adoption.

• Operate a data-driven GTM program that continuously evaluates market and sales conditions, enabling proactive decision-making with stakeholders to keep the business aligned with distribution needs.

• Build scalable programs that produce current, executable sales plays aligned to the latest product strategy.

• Develop and implement scalable Solution Engineering demo and environment programs to support sales, driving convergence to the latest product versions.

• Lead the creation and execution of a comprehensive enablement strategy for Marketing Cloud in coordination with Product Marketing.

• Ensure effective enablement for Solution Engineering, Account Executives, Customer Success, and Partners on Marketing Cloud products, solutions, and value propositions.

• Manage and resolve sales escalations promptly and effectively, including the use of AI and agents to scale resolution.

• Establish and refine deal support processes for frontline sales teams and managers.

• Create and distribute roadmap enablement and distribution programs for internal and external stakeholders.

Experience

• 15+ years in senior leadership roles, with at least 5 years in sales leadership and 5 years in marketing technology.

• Demonstrated success in driving ACV growth through sales and partner programs.

• Consulting experience with customers, solving complex problems through technology.

• Extensive experience working with sales teams (Account Executives, Solution Engineers) and channel partners.

• Proven track record collaborating with software product teams.

Skills

• Strong knowledge of Marketing Cloud technologies and the broader MarTech landscape.

• Exceptional communication, presentation, and interpersonal skills.

• Ability to build strong relationships and influence stakeholders at all levels.

• Strategic thinker with a hands-on approach to program execution.

• Proven ability to manage complex projects and deliver results in a fast-paced environment.

Applications will be accepted until 09/01/2025

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

We are Semrush, a global tech company developing our own product a platform for digital marketers.

Are you ready to be part of it? This is your chance! Were hiring for the role of Chief Customer Officer (Executive Team).

We are seeking an experienced and dynamic Chief Customer Officer (CCO) to lead our customer-centric initiatives. The CCO will develop and execute strategies to enhance customer satisfaction, loyalty, and retention, collaborating with product and marketing teams to optimize customer experiences. This role involves creating a vision for customer-centric values, improving Logo and MRR retention, and supporting SMB, MM, and Enterprise customers. The CCO will report directly to the CEO and be a key member of the executive leadership team.

• Develop a comprehensive customer-focused strategy aligned with company objectives, including defining goals and KPIs.
• Analyze the customer journey, identify pain points, and implement improvements.
• Enhance customer onboarding processes to increase product adoption.
• Ensure positive customer experiences across all channels, implementing feedback mechanisms.
• Work with cross-functional teams to reduce churn, improve LTV, NRR, and NPS/Customer Satisfaction scores.
• Leverage data and AI to understand customer behavior and personalize offerings.
• Utilize AI tools to automate engagement and focus human interactions effectively.
• Support customer success through content and courses, including ownership of Semrush Academy.
• Advocate for customer needs within the organization, fostering a customer-centric culture.
• Develop retention strategies, loyalty programs, and personalized offerings.
• Collaborate across departments to align customer needs with business goals.
• Maintain relationships with key customers to ensure their success.
• Build a high-performing customer support and success organization.
• Use technology, automation, and external partners to deliver efficient customer experiences.

• Bachelor's degree in Business, Marketing, or related field; Master's is a plus.
• 15+ years in customer experience leadership roles in SaaS or E-commerce.
• PE/VC experience is advantageous.
• Proven success in developing strategies that increase satisfaction, loyalty, and growth across SMB, MM, and Enterprise clients.
• Strong analytical skills and ability to interpret customer data.
• Experience fostering a culture of experimentation and innovation.
• Excellent project management skills and experience overseeing complex initiatives.
• Outstanding communication and leadership abilities.
• Strategic thinking aligned with business objectives.
• Proactive, customer-oriented mindset with innovative approaches.
• Experience with Customer Success tools like Salesforce, TrustPilot, RingCentral, and IronClad.
• Experience managing a global customer and employee base.
• Executive presence with experience engaging with boards.

• Unlimited PTO
• Affordable medical, dental, and vision plans
• Life and AD&D insurance
• Dependent Care and FSA accounts
• Health Savings Account
• Disability insurance
• Employee Assistance Program
• Employee Resource Groups
• 401(k) plan
• Paid parental leave
• Relief Fund
• Travel coverage
• Company events and team building
• Snacks and drinks at the office
• Gifts for employees

Semrush is a leading SaaS platform for online visibility management, enabling global businesses to optimize their search engine marketing efforts. With over 16 years of development, we have received numerous awards, including G2 Top 100 Software Products and Deloitte Fast 500. We went public on the NYSE in March 2021, trading under SEMR. Our community includes over 10 million users worldwide and more than 1,700 employees dedicated to innovation and growth.

Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all applicants and employees. Even if you dont meet all requirements, we encourage you to apply. We do not discriminate based on race, religion, gender, age, disability, or any other protected class.

Our new colleague, we are waiting for you!

We are Semrush, a global Tech company developing our own product a platform for digital marketers.

Hi there!

We are Semrush, a global Tech company developing our own product a platform for digital marketers.

We are seeking an experienced and dynamic Chief Customer Officer (CCO) to lead and champion our organization's customer-centric initiatives. The CCO will be instrumental in creating a vision and strategy for customer-centric values, enhancing Logo and MRR retention. This role involves driving customer satisfaction, loyalty, and retention through exceptional experiences and also collaborating with product and marketing teams to ensure that insights guide and optimize our customer-centric approaches. The CCO will play a pivotal role in developing and executing comprehensive strategies to support SMB, MM, and Enterprise customers. This role will report directly to the CEO as a key member of the executive leadership team.

• Develop a comprehensive customer-focused strategy aligned with the company's overall objectives. Define clear goals and key performance indicators (KPIs) to measure success.

• Analyze and understand the end-to-end customer journey, identifying pain points and areas of improvement.

• Implement strategies to streamline and enhance customer onboarding to drive adoption of our Semrush products.

• Ensure a consistent and positive customer experience across all interactions, whether in-person, online, or through customer support channels. Implement feedback mechanisms to continuously gather insights for improvement.

• Build strategies and work with cross-functional partners to reduce churn, improve LTV, improve NRR, and improve NPS/Customer Sat score.

• Leverage data and AI to gain valuable insights into customer behaviors, preferences, and trends. Use this information to make informed decisions, predict customer behaviours, and personalize offerings to meet customer demands.

• Leverage AI tools to automate customer engagement and focus human-directed interactions where they can be most powerful.

• Drive the development of content and courses in support of customer success across all customer segments, including owning the Semrush Academy.

• Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes. Champion a customer-centric culture throughout the company.

• Develop and implement customer retention strategies, loyalty programs, and personalized offerings to foster long-term relationships with our customer base.

• Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives. Encourage cross-functional collaboration to deliver seamless customer experiences.

• Develop and maintain strong relationships with key customers, ensuring their success and satisfaction with our products or services.

• Develop a high-performing customer-facing support and success organization that spans our customer segments with best-in-class service levels where required.

• Leverage technology, automation, outside partners, and agencies where appropriate to deliver the right customer experience that maximizes efficiency while delivering for the customer and the business.

• Bachelor's degree in Business, Marketing, or a related field. A Master's degree is a plus.

• 15+ years in Customer-Centric and Customer Experience leadership roles in SaaS or E-commerce

• PE/VC experience is a plus.

• Demonstrated success in developing and executing customer-focused strategies for SMB, MM, and Enterprise clients that have increased customer satisfaction, loyalty, and business growth

• Exceptional analytical skills, with the ability to interpret data and customer insights to drive informed decision-making

• Proven track record of fostering a culture of experimentation and testing. This includes a willingness to challenge conventional norms, explore new avenues, and embrace calculated risks to continuously enhance the customer experience.

• Demonstrated mastery in project management with the ability to oversee complex initiatives, ensuring they are delivered on time, within scope, and with impeccable attention to detail; experience should encompass strategic planning, resource allocation, risk mitigation, and effective communication across cross-functional teams.

• Excellent communication and interpersonal skills, with the ability to effectively influence and lead cross-functional teams.

• Strategic mindset with the ability to see the bigger picture and align customer initiatives with overall business objectives.

• Proactive and customer-oriented mindset, always seeking innovative ways to enhance customer experiences.

• Experience with the Customer Success stack, including but not limited to Salesforce, TrustPilot, RingCentral, and IronClad, is a must.

• Experience dealing with a global employee and customer base, managing the needs of customers across different geographies with different cultures and expectations.

• Executive presence and prior experience communicating with and ability to influence a public Board.

• Unlimited PTO

• Low cost medical, dental, and vision plans

• Life insurance

• Accidental death and dismemberment (AD&D) insurance

• Dependent Care Savings Accounts and Flexible Spending Accounts

• Health Saving Account

• Short-term and long-term Disability

• Employee Assistance Program

• Employee Resource Groups

• 401(k) plan

• Paid parental leave

• Relief Fund

• Travel coverage

• Corporate events

• Teambuilding

• Snacks, drinks at the office

• Gifts for employees

Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing.

We've been developing our product for 16 years and have been awarded G2's Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.

10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,700 people around the world are working on its development. The Semrush team is constantly growing.

Semrush is an equal opportunity employer. Building a better future for marketers around the world unites people from all backgrounds. Even if you feel that you dont 100% match all requirements, dont be discouraged to apply! We are committed to ensure that everyone feels a sense of belonging in the workplace.
We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws.

Our new colleague, we are waiting for you!

At Semrush, we take a serious and comprehensive approach to hiring new people. We welcome those who are professionals in their field and passionate about their work to join our team.

A five-minute interview or get a job in three clicks approach is not the way we work.

During the interview, we ask candidates to talk about themselves and their background in detail. We try to discover the most important aspects about the way someone works and their personality before a job offer is made.

Up to 3 days

Once your resume is received it will be reviewed by a member of the Talent Acquisition team. We try to provide feedback within three working days.

Were flexible and open for both online interviews and personal meetings at the offices. Choose the option thats most suitable for you!

In order for the online meetings to be productive, we suggest following these tips to make sure you are set up well:

• Join the interview from a laptop or desktop computer (not a smartphone). You may need to print something or present your screen during the interview.
• Please turn on your camera. Visual communication is especially important for us.
• Choose a quiet place to talk. Attending an interview from the street is not a good idea.
• Keep your phone at hand in case there are technical issues that mean we have to continue the interview by direct call.

Join to apply for the Chief Customer Officer (Executive Team) role at Semrush

Join to apply for the Chief Customer Officer (Executive Team) role at Semrush

Hi there!

We are Semrush, a global Tech company developing our own product a platform for digital marketers.

Are you ready to be a part of it? This is your chance! Were hiring for Chief Customer Officer (Executive Team).

Tasks in the role

We are seeking an experienced and dynamic Chief Customer Officer (CCO) to lead and champion our organization's customer-centric initiatives. The CCO will be instrumental in creating a vision and strategy for customer-centric values, enhancing Logo and MRR retention. This role involves driving customer satisfaction, loyalty, and retention through exceptional experiences and also collaborating with product and marketing teams to ensure that insights guide and optimize our customer-centric approaches. The CCO will play a pivotal role in developing and executing comprehensive strategies to support SMB, MM, and Enterprise customers. This role will report directly to the CEO as a key member of the executive leadership team.

• Develop a comprehensive customer-focused strategy aligned with the company's overall objectives. Define clear goals and key performance indicators (KPIs) to measure success.
• Analyze and understand the end-to-end customer journey, identifying pain points and areas of improvement.
• Implement strategies to streamline and enhance customer onboarding to drive adoption of our Semrush products.
• Ensure a consistent and positive customer experience across all interactions, whether in-person, online, or through customer support channels. Implement feedback mechanisms to continuously gather insights for improvement.
• Build strategies and work with cross-functional partners to reduce churn, improve LTV, improve NRR, and improve NPS/Customer Sat score.
• Leverage data and AI to gain valuable insights into customer behaviors, preferences, and trends. Use this information to make informed decisions, predict customer behaviours, and personalize offerings to meet customer demands.
• Leverage AI tools to automate customer engagement and focus human-directed interactions where they can be most powerful.
• Drive the development of content and courses in support of customer success across all customer segments, including owning the Semrush Academy.
• Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes. Champion a customer-centric culture throughout the company.
• Develop and implement customer retention strategies, loyalty programs, and personalized offerings to foster long-term relationships with our customer base.
• Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives. Encourage cross-functional collaboration to deliver seamless customer experiences.
• Develop and maintain strong relationships with key customers, ensuring their success and satisfaction with our products or services.
• Develop a high-performing customer-facing support and success organization that spans our customer segments with best-in-class service levels where required.
• Leverage technology, automation, outside partners, and agencies where appropriate to deliver the right customer experience that maximizes efficiency while delivering for the customer and the business.
  
  
  

• Bachelor's degree in Business, Marketing, or a related field. A Master's degree is a plus.
• 15+ years in Customer-Centric and Customer Experience leadership roles in SaaS or E-commerce
• PE/VC experience is a plus.
• Demonstrated success in developing and executing customer-focused strategies for SMB, MM, and Enterprise clients that have increased customer satisfaction, loyalty, and business growth
• Exceptional analytical skills, with the ability to interpret data and customer insights to drive informed decision-making
• Proven track record of fostering a culture of experimentation and testing. This includes a willingness to challenge conventional norms, explore new avenues, and embrace calculated risks to continuously enhance the customer experience.
• Demonstrated mastery in project management with the ability to oversee complex initiatives, ensuring they are delivered on time, within scope, and with impeccable attention to detail; experience should encompass strategic planning, resource allocation, risk mitigation, and effective communication across cross-functional teams.
• Excellent communication and interpersonal skills, with the ability to effectively influence and lead cross-functional teams.
• Strategic mindset with the ability to see the bigger picture and align customer initiatives with overall business objectives.
• Proactive and customer-oriented mindset, always seeking innovative ways to enhance customer experiences.
• Experience with the Customer Success stack, including but not limited to Salesforce, TrustPilot, RingCentral, and IronClad, is a must.
• Experience dealing with a global employee and customer base, managing the needs of customers across different geographies with different cultures and expectations.
• Executive presence and prior experience communicating with and ability to influence a public Board.
  
  
  

• Unlimited PTO
• Low cost medical, dental, and vision plans
• Life insurance
• Accidental death and dismemberment (AD&D) insurance
• Dependent Care Savings Accounts and Flexible Spending Accounts
• Health Saving Account
• Short-term and long-term Disability
• Employee Assistance Program
• Employee Resource Groups
• 401(k) plan
• Paid parental leave
• Relief Fund
• Travel coverage
• Corporate events
• Teambuilding
• Snacks, drinks at the office
• Gifts for employees
  
  
  

• Seniority level Executive

• Employment type Full-time

• Job function Other
• Industries Technology, Information and Internet

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Join to apply for the Chief Customer Officer (Executive Team) role at Semrush

Join to apply for the Chief Customer Officer (Executive Team) role at Semrush

Get AI-powered advice on this job and more exclusive features.

Hi there!

We are Semrush, a global Tech company developing our own product a platform for digital marketers.

Are you ready to be a part of it? This is your chance! Were hiring for Chief Customer Officer (Executive Team).

Tasks in the role

We are seeking an experienced and dynamic Chief Customer Officer (CCO) to lead and champion our organization's customer-centric initiatives. The CCO will be instrumental in creating a vision and strategy for customer-centric values, enhancing Logo and MRR retention. This role involves driving customer satisfaction, loyalty, and retention through exceptional experiences and also collaborating with product and marketing teams to ensure that insights guide and optimize our customer-centric approaches. The CCO will play a pivotal role in developing and executing comprehensive strategies to support SMB, MM, and Enterprise customers. This role will report directly to the CEO as a key member of the executive leadership team.

• Develop a comprehensive customer-focused strategy aligned with the company's overall objectives. Define clear goals and key performance indicators (KPIs) to measure success.
• Analyze and understand the end-to-end customer journey, identifying pain points and areas of improvement.
• Implement strategies to streamline and enhance customer onboarding to drive adoption of our Semrush products.
• Ensure a consistent and positive customer experience across all interactions, whether in-person, online, or through customer support channels. Implement feedback mechanisms to continuously gather insights for improvement.
• Build strategies and work with cross-functional partners to reduce churn, improve LTV, improve NRR, and improve NPS/Customer Sat score.
• Leverage data and AI to gain valuable insights into customer behaviors, preferences, and trends. Use this information to make informed decisions, predict customer behaviours, and personalize offerings to meet customer demands.
• Leverage AI tools to automate customer engagement and focus human-directed interactions where they can be most powerful.
• Drive the development of content and courses in support of customer success across all customer segments, including owning the Semrush Academy.
• Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes. Champion a customer-centric culture throughout the company.
• Develop and implement customer retention strategies, loyalty programs, and personalized offerings to foster long-term relationships with our customer base.
• Collaborate with marketing, sales, product development, and other departments to align customer needs with business objectives. Encourage cross-functional collaboration to deliver seamless customer experiences.
• Develop and maintain strong relationships with key customers, ensuring their success and satisfaction with our products or services.
• Develop a high-performing customer-facing support and success organization that spans our customer segments with best-in-class service levels where required.
• Leverage technology, automation, outside partners, and agencies where appropriate to deliver the right customer experience that maximizes efficiency while delivering for the customer and the business.
  
  
  

• Bachelor's degree in Business, Marketing, or a related field. A Master's degree is a plus.
• 15+ years in Customer-Centric and Customer Experience leadership roles in SaaS or E-commerce
• PE/VC experience is a plus.
• Demonstrated success in developing and executing customer-focused strategies for SMB, MM, and Enterprise clients that have increased customer satisfaction, loyalty, and business growth
• Exceptional analytical skills, with the ability to interpret data and customer insights to drive informed decision-making
• Proven track record of fostering a culture of experimentation and testing. This includes a willingness to challenge conventional norms, explore new avenues, and embrace calculated risks to continuously enhance the customer experience.
• Demonstrated mastery in project management with the ability to oversee complex initiatives, ensuring they are delivered on time, within scope, and with impeccable attention to detail; experience should encompass strategic planning, resource allocation, risk mitigation, and effective communication across cross-functional teams.
• Excellent communication and interpersonal skills, with the ability to effectively influence and lead cross-functional teams.
• Strategic mindset with the ability to see the bigger picture and align customer initiatives with overall business objectives.
• Proactive and customer-oriented mindset, always seeking innovative ways to enhance customer experiences.
• Experience with the Customer Success stack, including but not limited to Salesforce, TrustPilot, RingCentral, and IronClad, is a must.
• Experience dealing with a global employee and customer base, managing the needs of customers across different geographies with different cultures and expectations.
• Executive presence and prior experience communicating with and ability to influence a public Board.
  
  
  

• Unlimited PTO
• Low cost medical, dental, and vision plans
• Life insurance
• Accidental death and dismemberment (AD&D) insurance
• Dependent Care Savings Accounts and Flexible Spending Accounts
• Health Saving Account
• Short-term and long-term Disability
• Employee Assistance Program
• Employee Resource Groups
• 401(k) plan
• Paid parental leave
• Relief Fund
• Travel coverage
• Corporate events
• Teambuilding
• Snacks, drinks at the office
• Gifts for employees
  
  
  

• Seniority level Executive

• Employment type Full-time

• Job function Other
• Industries Technology, Information and Internet

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