Chief Customer Officer

About EDITED

EDITED is the world’s leading AI-driven retail intelligence platform. We empower the world’s most successful brands and retailers with real-time decision making power. 

By connecting internal business and external market data, EDITED infuses intelligence into every retail decision. We help retailers increase margins, generate more sales, and drive better business outcomes through AI-powered market and enterprise intelligence that fuels automation. 

At EDITED, we foster a dynamic and inclusive culture where creativity thrives and collaboration is at the heart of everything we do. Our environment is dynamic and supportive, encouraging team members to take initiative, innovate, and continuously grow. We value diversity, transparency, and a shared commitment to excellence, creating a workplace where everyone's voice is heard and contributions are recognised. 

We believe that achieving a positive work-life balance is key to driving innovation and success. Our flexible working options—including hybrid working, flexible hours and a work from anywhere policy—empower our team to perform at their best. 

Location: Remote within USA, with East Coast location preferred to support required travel to customers across the US and Europe

Job type: Full-time, permanent

Base salary range: $180-$240k per annum, with bonus opportunity

The Opportunity

We are seeking a visionary and results-driven Chief Customer Officer (CCO) to lead and scale our global Customer Success organization. In this critical executive role, you will report into the CRO [Chief Revenue Officer] and will be the ultimate owner of the post-sales customer experience, driving exceptional value realization, maximizing customer retention, and generating significant expansion revenue (upsells and cross-sells).

The CCO will be responsible for defining and executing a world-class customer success strategy that transforms our clients into passionate advocates and long-term partners, directly impacting our company's profitability and valuation. This key leader will own all support, service delivery, and account management functions, overseeing a large, globally distributed team.

What You’ll Be Doing As A Chief Customer Officer

• Operational Excellence: Apply a “green field” approach to select, implement, and optimize best in class Customer Success technology and operational processes to ensure efficiency, scalability, and accurate reporting of key metrics.

• Executive Relationships: Cultivate and maintain deep, strategic relationships with key customer executives to ensure mutual long-term success.

• Strategic Leadership: Define, champion, and execute the overall Customer Success strategy, ensuring alignment with company goals for growth, retention, and customer lifetime value (CLV).

• Customer Lifecycle Ownership: Own the entire post-sales customer journey, from onboarding and adoption through ongoing value delivery, retention, and expansion.

• Revenue Growth (Expansion): Establish and scale playbooks, processes, and metrics to aggressively drive upsell, cross-sell, and consumption growth within the existing customer base, in tight collaboration with Sales.

• Retention and Renewals: Oversee the renewals process, implementing strategies to proactively manage customer health, mitigate churn risk, and achieve industry-leading Gross and Net Revenue Retention rates.

• Team Development: Lead, mentor, and grow a high-performing global Customer Success team, including functional areas such as Customer Success Management (CSM), Onboarding/Implementation and Support.

• Voice of the Customer (VoC): Act as the primary internal advocate for the customer. Systematically capture, analyze, and disseminate customer insights, needs, and feedback to Product, Engineering, and Marketing teams to inform roadmap development and market positioning.

What We’re Looking For In A Chief Customer Officer

Essential:

• Extensive experience in Customer Success, Account Management, or related post-sales functions, with at least 10 years in a senior executive leadership role (VP or C-level), preferably within a high-growth B2B SaaS environment.

• Deep expertise in driving expansion revenue (upsells/cross-sells) and managing a commercial renewals process as demonstrated by a track record of increasing NRR in previous roles.

• A strong executive presence and a demonstrated competence influencing C-Level decision makers within Fortune 1000 scale organizations.

• Exceptional leadership capabilities with experience managing geographically dispersed teams.

• Strong analytical skills with proficiency in defining and reporting on critical Customer Success metrics (Churn, NRR, Time to Value, CSAT, etc.).

• Sufficient understanding of enterprise technology systems to enable leadership of new system selection and implementation.

• Excellent communication, presentation, and interpersonal skills, capable of influencing both internal stakeholders and external executive customers.

Find out more about working at EDITED here: https://edited.com/careers/

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.