
Chief of Staff- CCO office
1 week ago
Chief of Staff to the Chief Customer Officer (CCO)
Key Responsibilities
- Strategic Alignment & Execution
- Partner closely with the CCO to define, operationalize, and monitor execution of the CSG strategic plan.
- Drive the execution of critical cross-functional initiatives, including AI transformation, customer value delivery, and scalable service models.
- Act as a trusted advisor and sounding board to the CCO, helping synthesize input across departments and prioritize focus areas.
- Business Operations & Governance
- Lead business rhythm for the CCO, including QBRs, operating reviews, and leadership team meetings.
- Oversee CSG-wide KPIs, dashboards, and performance tracking; ensure data-driven decision-making.
- Collaborate with Finance, Revenue Ops, and HR to manage headcount planning, budget tracking, and resource allocation across the organization.
- Team Leadership & Cross-Functional Influence
- Act as a liaison between the CCO and other executive leaders, ensuring alignment and removing obstacles and facilitating cross-functional collaboration..
- Support communication strategy across the CSG organization — crafting executive messaging, All-Hands content, and internal communications.
- Facilitate decision-making processes by organizing context, surfacing risks, and clarifying tradeoffs.
- Customer-Centric Transformation
- Serve as a key contributor to programs aimed at enhancing customer experience, driving adoption, and maximizing ROI for our customers.
- Collaborate with Customer Experience and Strategy teams to gather and elevate insights from the field that inform innovation and continuous improvement.
- 5 years of experience in executive-level roles within Customer Success, Professional Services, Strategy, or Operations, preferably in a B2B SaaS environment.
- Proven track record of managing complex cross-functional initiatives and driving strategic outcomes at scale.
- Exceptional executive communication skills, with the ability to influence up, down, and across the organization.
- Strong business acumen with the ability to interpret and act on data and financial metrics.
- Comfortable navigating ambiguity and balancing short-term priorities with long-term vision.
- Trusted leader with high EQ, strong judgment, and a bias toward action.
- Prior experience as a Chief of Staff, GM, or VP-level leader supporting a CCO, COO, or CEO.
- Deep understanding of post-sales functions, including Customer Success, Professional Services, and Support.
- Experience leading or supporting digital transformation, customer journey optimization, or AI adoption initiatives.
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