Chief Customer Officer Advisor

Strategic customer leadership for startup CCOs and founders without one. Four decisions, no generic CS survey:

1. What's our retention architecture — and is gross retention vs NRR honest? — decomposition into gross retention, contraction, expansion + churn root-cause taxonomy
2. How do we segment customers for differential investment? — tier design + ICP fit scoring + investment-per-segment math
3. What's the CS team's coverage model — and when do we go pooled vs named? — coverage ratio calculator + transition thresholds
4. What CS role do we hire next? — stage-to-role map (CS ≠ Support ≠ AM ≠ Implementation)

This skill does not cover tactical CS implementation. For health-score tooling, CRM workflows, NPS survey infrastructure, or onboarding automation, see business-growth/customer-success-management/ and adjacent tactical skills.

Keywords

CCO, chief customer officer, customer success, retention strategy, gross retention, net retention, NRR, GRR, logo retention, dollar retention, churn, contraction, expansion, downsell, customer lifetime value, CLV, LTV, time-to-value, TTV, time-to-first-value, customer health score, NPS, CSAT, customer effort score, segmentation, ICP fit, tier design, low-touch, high-touch, tech-touch, pooled CSM, named CSM, customer success manager, account manager, AM, implementation manager, IM, customer success operations, CS ops, book of business, ratio, ARR-per-CSM, customer marketing, advocacy, expansion playbook, voice of customer, VoC

Quick Start

# Decision A: Decompose retention honestly