Job Description
About the Role
The Chief Customer Officer will serve as the executive leader responsible for the company’s end-to-end customer experience, from implementation through adoption, value realization, renewal readiness, and long-term strategic partnership.
This leader will own the customer operating model that converts contracted commitments into successful deployments, measurable outcomes, trusted executive relationships, and scalable growth. The CCO will bring operational discipline to a complex enterprise healthcare environment while ensuring customers experience speed, quality, transparency, and confidence throughout their journey.
The ideal candidate is a strategic operator and customer transformation executive who has scaled customer-facing organizations in healthcare technology, SaaS, revenue cycle management, healthcare AI, or adjacent healthcare services environments.
This person will be a key member of the executive leadership team and a close partner to the CEO, Commercial, Product, Engineering, Compliance, Clinical, and Operations leaders across the U.S. and international teams.
The mandate is clear: build a world-class customer organization that can scale with urgency, deliver with consistency, strengthen customer trust, and help define the future of AI-enabled healthcare operations.
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Key Responsibilities
Executive Leadership
Lead and scale the full customer organization across implementation, customer success, support, coding operations, compliance operations, and related customer-facing functions.
Build a unified post-sale operating model with clear ownership, governance, metrics, accountability, and executive visibility.
Serve as a strategic member of the executive leadership team, helping shape company priorities, growth strategy, operational execution, and customer outcomes.
Develop the organizational structure, leadership bench, talent strategy, and operating rhythms required to support rapid enterprise growth.
Create a culture of urgency, accountability, customer obsession, operational excellence, and cross-functional collaboration.
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Customer Journey and Operating Model Transformation
Redesign the end-to-end customer lifecycle from pre-implementation handoff through deployment, adoption, value realization, renewal readiness, and expansion support.
Create repeatable implementation methodologies, deployment playbooks, customer governance models, and operational standards that improve predictability and scale.
Reduce implementation variability, unnecessary customization, customer escalations, and operational friction.
Build a customer operating system that provides clear visibility into deployment health, adoption progress, risks, milestones, executive engagement, and value realization.
Ensure customers experience a consistent, high-quality journey while preserving the flexibility required to meet the needs of complex enterprise healthcare environments.
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ARR Realization, Retention, and Customer Value
Own customer operational KPIs tied to contracted revenue conversion, time-to-live, adoption, retention, expansion readiness, customer satisfaction, and referenceability.
Partner closely with Commercial leadership to ensure smooth transitions from sales to delivery and strong alignment around customer commitments, expectations, and long-term value.
Establish executive governance frameworks with strategic customers, including business reviews, milestone tracking, risk management, and value measurement.
Improve the company’s ability to forecast customer delivery timelines, implementation capacity, ARR conversion, deployment risks, and customer health.
Create clear accountability across customer-facing teams for delivering measurable outcomes and protecting customer trust.
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Healthcare Operations, Coding Quality, and Compliance Excellence
Ensure the customer organization operates with the quality, rigor, transparency, and compliance discipline required in enterprise healthcare environments.
Partner with Product, Clinical, Compliance, and Operational leaders to improve implementation readiness, specialty deployment quality, customer confidence, and operational scalability.
Establish guardrails that balance speed and innovation with coding quality, auditability, compliance, and customer trust.
Help define scalable policies, procedures, and standards that support growth while maintaining the operational rigor expected by provider organizations.
Serve as an executive escalation point for complex customer situations, ensuring timely resolution, clear communication, and durable customer confidence.
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Product, Engineering, and Global Cross-Functional Alignment
Create strong alignment between customer-facing teams and Product/R&D organizations to improve deployment quality, product readiness, implementation scalability, and customer outcomes.
Translate customer feedback, operational insights, workflow realities, and deployment blockers into actionable product and engineering priorities.
Partner with Engineering and Product leadership to reduce bespoke implementation work and increase productized, repeatable deployment models.
Build effective operating rhythms across distributed teams, including U.S. and international stakeholders, to improve communication, decision-making, and execution.
Foster a “one company” culture across Customer, Commercial, Product, Engineering, Compliance, Clinical, and Operations teams.
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Operational Discipline and Scale
Build scalable metrics, dashboards, operating cadences, governance forums, and accountability frameworks across all customer-facing functions.
Improve visibility into implementation performance, customer health, deployment risks, resource capacity, customer escalations, and ARR realization.
Create repeatable playbooks and operational standards that improve efficiency, predictability, customer satisfaction, and internal alignment.
Develop a strong management system for customer delivery, including forecasting, milestone tracking, risk reviews, executive escalations, and performance inspection.
Scale the customer organization in a way that supports growth without adding unnecessary complexity.
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What Success Looks Like
Within the first 12 months, this leader will have:
Improved the speed, quality, and predictability of customer deployments.
Increased the efficiency of contracted revenue conversion to live ARR.
Established a scalable, metrics-driven customer operating model.
Reduced implementation variability, avoidable customization, and operational friction.
Improved customer health visibility, executive governance, and escalation management.
Strengthened alignment between Customer, Commercial, Product, Engineering, Compliance, and Operations.
Created clearer ownership and accountability across the full post-sale customer journey.
Built stronger customer trust, satisfaction, and referenceability.
Developed a high-performing leadership team capable of scaling with the business.
Improved collaboration across U.S. and international teams.
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Required Experience
15+ years of leadership experience in healthcare technology, SaaS, revenue cycle management, healthcare AI, healthcare services, or another complex enterprise healthcare environment.
Proven experience leading and scaling large customer-facing organizations, including implementation, customer success, support, delivery, operations, or professional services.
Experience operating in high-growth environments where customer delivery, revenue realization, and organizational scale are critical.
Strong understanding of healthcare provider workflows, revenue cycle operations, enterprise implementation complexity, and customer trust requirements.
Demonstrated success building scalable post-sale operating models, customer governance frameworks, delivery metrics, and executive reporting.
Experience managing complex executive customer relationships with health systems, hospitals, provider organizations, or other enterprise healthcare customers.
Strong ability to partner with Product and Engineering teams in technical, fast-moving environments.
Proven ability to lead cross-functional transformation and influence teams outside of direct reporting lines.
Excellent executive communication, operating cadence, and decision-making skills.
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Preferred Experience
Revenue cycle management, medical coding, CDI, HIM, healthcare AI, or provider operations experience.
Experience scaling AI-enabled, automation-driven, or workflow-critical healthcare products into enterprise provider environments.
Experience working across distributed U.S. and international teams.
Experience improving implementation scalability, reducing customization, and driving productized delivery models.
Strong understanding of compliance, operational quality, auditability, and healthcare risk management.
Experience building customer health models, adoption frameworks, executive governance programs, and reference strategies.
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Leadership Profile
The successful candidate will be a builder, operator, and trusted executive partner.
They will operate with urgency while maintaining quality. They will bring structure to ambiguity, drive accountability across teams, and communicate with clarity at every level of the organization.
They will be highly metrics-driven, but not purely process-driven. They will understand that in enterprise healthcare, customer trust is earned through consistent execution, transparency, compliance rigor, and measurable operational impact.
They will be energized by the opportunity to scale a high-growth healthcare AI company and help provider organizations reduce administrative burden, improve operational performance, and focus more resources on patient care.
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Why This Opportunity
This is an opportunity to join a high-growth healthcare AI company at a pivotal stage and shape one of the most important functions in the business.
The Chief Customer Officer will have a direct impact on company growth, customer trust, product scalability, operational excellence, and the broader adoption of AI in healthcare operations.
This role offers:
Meaningful executive ownership.
Direct partnership with the CEO and executive leadership team.
The opportunity to build and scale a world-class customer organization.
Exposure to leading enterprise healthcare customers.
A mission-driven environment focused on reducing administrative burden in healthcare.
A chance to help define how autonomous technology is adopted safely, effectively, and at scale.
For the right leader, this is not a maintenance role. It is a build, scale, and transformation mandate.