Company Description
Vyre Pay is a finance platform purpose-built for the advertising industry, providing smart cards, ad access, and dynamic capital solutions for teams that manage media spending. The company focuses on simplifying and optimizing the flow of media money so advertising organizations can move faster and operate with greater control. Vyre Pay’s products are designed to give customers flexible access to capital and tools that align with the unique needs of modern advertising operations.
By combining financial technology with deep industry insight, Vyre Pay supports its customers in making smarter, more efficient advertising investments.
Role Description The Chief Customer Officer at Vyre Pay is a full-time remote leadership role responsible for defining and executing the overall customer strategy across the organization. This role oversees the end-to-end customer journey, ensuring cohesive experiences across onboarding, account management, support, and ongoing engagement. Day-to-day responsibilities include leading customer-facing teams, setting customer success metrics and KPIs, and implementing processes that drive retention, growth, and satisfaction.
The Chief Customer
Officer collaborates closely with Product, Sales, Marketing, and Operations to align customer needs with product roadmaps and commercial initiatives. The role also includes engaging directly with key customers, gathering feedback to inform strategy, and representing the voice of the customer in executive decision-making.
Qualifications
Customer Strategy & Experience LeadershipDevelop and execute the company's global customer strategy.
Establish customer experience standards and strategic priorities.
Align customer initiatives with overall business objectives.
Identify opportunities to improve customer satisfaction and long-term value.
Build a strong customer-centric culture across the organization.
2. Customer Success & RetentionLead strategies to improve customer adoption, engagement, and retention.
Establish customer lifecycle and success management frameworks.
Reduce customer churn and improve customer loyalty.
Develop strategies to increase customer lifetime value.
Monitor customer health and identify opportunities for intervention.
3. Customer Support & Service ExcellenceOversee customer support and service operations.
Establish service quality and performance standards.
Improve response times, resolution rates, and customer satisfaction.
Develop effective escalation and issue-resolution processes.
Continuously improve customer service delivery and operational efficiency.
4. Voice of the Customer & Customer InsightsEstablish Voice of the Customer (VoC) programs.
Collect and analyze customer feedback and market insights.
Conduct customer research, surveys, interviews, and satisfaction analysis.
Translate customer insights into actionable business initiatives.
Partner with Product and Marketing to incorporate customer feedback into strategy.
5. Customer Growth & Commercial StrategyIdentify opportunities for customer expansion, upselling, and cross-selling.
Partner with Sales and Account Management on strategic customer growth.
Develop customer advocacy and referral programs.
Strengthen relationships with strategic and enterprise customers.
Support revenue growth through improved customer retention and expansion.
6. Customer Analytics & Performance ManagementEstablish customer KPIs and performance management frameworks.
Monitor Customer Satisfaction (CSAT), Net Promoter Score (NPS), retention, churn, and engagement.
Analyze customer lifecycle and behavioral data.
Develop customer dashboards and executive reporting.
Use data-driven insights to improve customer outcomes and business performance.
7. Cross-Functional Executive LeadershipPartner with Product, Sales, Marketing, Operations, and Finance leadership.
Ensure customer priorities are reflected in company strategy and decision-making.
Lead cross-functional initiatives focused on customer outcomes.
Communicate customer performance and strategic priorities to executive leadership.
Serve as the executive advocate for the customer across the organization.
8. Customer Organization LeadershipBuild and scale a high-performing global Customer organization.
Recruit, mentor, and develop customer-focused leaders and teams.
Establish organizational structures, performance objectives, and career paths.
Promote accountability, collaboration, and customer ownership.
Develop future customer leadership talent and strengthen organizational capabilities.
QualificationsEducationBachelor’s degree in Business Administration, Marketing, Customer Experience, Operations, Communications, or a related field.
MBA or Master’s degree preferred.
Experience20+ years of progressive experience in Customer Success, Customer Experience, Customer Operations, Customer Support, or related functions.
10+ years of senior leadership or executive experience.
Proven experience leading global or multi-regional customer organizations.
Strong track record improving customer retention, satisfaction, adoption, and engagement.
Experience managing strategic and enterprise customer relationships.
Strong understanding of customer analytics, lifecycle management, and commercial growth.
Demonstrated ability to communicate effectively with C-suite executives and senior stakeholders.