Chief Customer Officer

Why this role exists

After the sale, the customer belongs to nobody in particular. Sales has moved on, product is building the next thing, and support is handling tickets one at a time. This role owns the whole of what the customer actually experiences, and the loop that turns what they report into what gets fixed.

Remit

• Support operations: coverage, staffing, quality, cost per contact.
• Escalation: the path from a frustrated customer to someone who can act.
• Customer success: adoption, expansion readiness, renewal risk.
• Voice of customer: the loop from complaint to fix, and whether it closes.
• Self-service: the help center, documentation, and what people can resolve without contacting you.

What this role owns

Where these disagree with another department's view, this one is right: