Chief of Staff, Customer Experience

The Chief of Staff to the Chief Customer Officer is a strategic, high-impact role supporting the CCO in aligning customer success, renewals, support, and professional services. The role involves executive partnership, strategy execution, cross-functional coordination, and communication.

Location: Remote

Responsibilities

• Serve as a strategic thought partner to the CCO, helping translate vision into coordinated action across the CX org
• Prepare and manage executive communications including board-level updates, ELT briefings, QBRs, and All Hands content
• Act as a proxy for the CCO in cross-functional meetings when needed, representing priorities and ensuring follow-through
• Own and drive high-priority strategic initiatives from scoping through execution, often spanning multiple teams and stakeholders
• Build and maintain operating rhythms for the CCO including leadership reviews, planning cycles, and standing reporting
• Identify misalignment, process gaps, or execution risks early and bring them forward with proposed solutions
• Serve as the connective tissue between CX and functions including Finance, Product, Sales, and Marketing
• Manage escalations and cross-team dependencies that require CCO-level visibility or decision-making
• Build trusted relationships across the organization to extend the CCO's influence and drive results without direct authority
• Draft and refine written materials that reflect the CCO's voice and meet the expectations of senior audiences
• Synthesize complex, multi-source information into clear narratives and crisp recommendations
• Ensure consistency and quality in how the CX org tells its story externally and internally

Requirements

• 6 to 10 years of experience in a high-accountability role in or adjacent to Customer Success, CX, or SaaS go-to-market
• Prior experience in a Chief of Staff, strategic operations, or executive office capacity, ideally supporting a C-suite leader
• Exposure to renewals motion or commercial CS is a strong plus. If you've owned or influenced a renewal number, that matters here
• Background in management consulting or revenue operations is relevant and welcomed