Chief Customer Officer

Company Description SocialPay Inc. is a mission-driven organization that empowers individuals, businesses, and communities to be more productive, effective, and impactful through social impact initiatives. The company builds infrastructures to support commerce, professional services, and educational programs for partners, non-profit clients, and members seeking growth with purpose. SocialPay provides financial toolkits, investable assets, and impactful opportunities that help civic, social, and professional entities generate sustainable growth and allocate resources with long-term value. Through a range of programs focused on areas such as health, animal services, financial education, technology, communications, sports, and the environment, SocialPay enables community-driven projects that advance socially sustainable goals. The company is committed to creating human value, empowering individuals with practical financial tools, and fostering social impact investing that enriches lives and communities. Role Description The Chief Customer Officer at SocialPay Inc. is a full-time, remote role responsible for defining and leading the company’s overall customer strategy across all segments and programs. This role oversees the end-to-end customer journey, ensuring a consistent, accessible, and impactful experience for partners, non-profit clients, and community members. Day-to-day responsibilities include setting customer experience standards, monitoring satisfaction metrics, and collaborating with product, operations, and marketing teams to design customer-centric solutions. The Chief Customer Officer will lead account management activities for key partners, guide customer-focused sales and business development initiatives, and align project management efforts to deliver on customer commitments. This role also involves building and mentoring a customer-focused team, establishing feedback loops, and using data-driven insights to improve engagement, retention, and long-term value for all stakeholders. We are seeking an experienced, strategic, and customer-focused Chief Customer Officer (CCO) to lead the company's global Customer organization and drive customer satisfaction, retention, loyalty, engagement, and long-term customer value. The CCO will develop and execute the company's customer strategy, ensuring customer needs and insights are integrated into business decisions, product development, service delivery, and commercial growth initiatives. Key Responsibilities1. Customer Strategy & Experience Leadership Develop and execute the company's global customer strategy. Establish customer experience standards, frameworks, and operating models. Align customer initiatives with corporate and commercial objectives. Identify opportunities to improve customer satisfaction, loyalty, and engagement. Serve as the executive voice of the customer across the organization. 2. Customer Success & • Retention Lead strategies to improve customer onboarding, adoption, retention, and long-term value. Establish scalable customer success programs and engagement models. Monitor customer health, churn, retention, and expansion opportunities. Develop strategies to strengthen customer relationships and reduce churn. Drive initiatives that increase Customer Lifetime Value (CLV). 3. Customer Support & • Service Excellence Oversee customer support and service operations. Establish service quality standards and performance expectations. Improve response times, resolution rates, and customer satisfaction. Develop escalation management and issue resolution processes. Ensure consistent and high-quality customer service across channels. 4. Voice of the Customer & • Customer Insights Establish and manage Voice of the Customer (VoC) programs. Gather customer feedback through surveys, interviews, research, and behavioral data. Analyze customer needs, expectations, pain points, and market trends. Translate customer insights into actionable business recommendations. Ensure customer feedback influences product, service, and strategic decisions. 5. Customer Growth & • Commercial Strategy Partner with Sales, Marketing, and Revenue teams to support customer growth. Identify opportunities for account expansion, upselling, and cross-selling. Develop strategies to increase customer engagement and commercial value. Strengthen strategic and enterprise customer relationships. Align customer initiatives with revenue growth and profitability objectives. 6. Customer Analytics & • Performance Management Establish customer KPIs, dashboards, and performance reporting. Monitor NPS, CSAT, retention, churn, adoption, engagement, and customer health. Use customer data and analytics to identify trends and improvement opportunities. Establish measurable objectives and OKRs for customer organizations. Present customer performance and strategic recommendations to Executive Leadership. 7. Cross-Functional Executive LeadershipPartner with Product, Sales, Marketing, Operations, Finance, and Technology leadership. Ensure customer needs are incorporated into company-wide strategic decisions. Lead cross-functional initiatives focused on customer outcomes. Resolve major customer-related issues and organizational priorities. Represent customer interests at the Executive Leadership level. 8. Customer Organization Leadership Recruit, mentor, and develop senior Customer Success, Experience, Support, and Operations leaders. Build and scale a high-performing global Customer organization. Establish career paths, competency frameworks, and performance standards. Foster a culture of customer obsession, accountability, collaboration, and innovation. 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, Sales, Marketing, or related functions. 10+ years of senior executive leadership experience managing customer-focused organizations. Proven experience building and scaling global Customer organizations. Demonstrated success improving customer satisfaction, retention, adoption, loyalty, and engagement. Strong experience managing strategic and enterprise customer relationships. Experience with customer analytics, lifecycle management, commercial strategy, and operational excellence. Proven ability to communicate effectively with C-suite executives and senior stakeholders.