Chief Customer Officer Jobs

Who we are:

Mediafly is the leading revenue enablement platform market-facing teams use to plan, predict, coach, and engage at the highest levels. Our unified suite of solutions create immersive buyer experiences; enable sellers to lead with value, allow managers to scale coaching, and empower leaders to forecast with confidence. In today’s unpredictable market, Mediafly is the key to delivering predictable efficient growth.

Read this first: Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. If you think you have what it takes, but don't necessarily meet every single point on the job description, please apply. We'd love to have a chat to see what skills/experiences you are able to bring to this team.

Our Customers: We’re proud to work with some of the most well known brands in the world, spanning industries — from consumer goods to manufacturing to life sciences, big tech to media & entertainment. This breadth across our portfolio allows our company to remain resilient when economic headwinds impact a specific industry. Our customers are true partners. They bring forth challenges and we work together to co-innovate, turning those challenges into opportunities that make a meaningful impact on their business.

Mediafly is looking for a dynamic and experienced Chief Customer Officer to lead our customer experience organization. As the Chief Customer Officer, you will be responsible for leading, supporting, developing, and inspiring all post sales personnel as well as for enhancing and devising strategies that turn our customers into strong internal and external advocates. You will be responsible for increasing customer satisfaction and delivering world-class retention rates. In partnership with sales leadership you will drive exciting incremental ARR growth through strong collaboration and process excellence between pre-sales and post-sales personnel. You will work closely with the leadership team to ensure our customers receive world-class service and support, that our product strategy and roadmap aligns with the needs of our customers and that those needs are at the forefront of our decision-making.

Responsibilities:

• Foster Customer Advocacy: Develop programs and initiatives to transform satisfied customers into vocal advocates, promoting our integrated solutions within their industries and networks.
• Process Excellence: Implement and refine customer experience processes and methodologies to ensure seamless onboarding, efficient support, proactive engagement, and overall customer success.
• Voice of the Customer: Partner with marketing and product leadership to gather feedback and insights that inform product development, product roadmap and marketing and sales strategies.
• Ensure Customer Delight: Ensure your team establishes and maintains ongoing relationships by having regular communication cadences and value-added interactions with customers.
• Develop and maintain strong executive relationships with key customers and stakeholders.
• User Adoption: Drive internal (Mediafly on Mediafly) and external adoption of Mediafly’s suite of solutions.
• Customer Journey: Work closely with sales and marketing leadership to define the optimal customer experience across the entire customer journey.
• Customer Success Advocacy: Act as a public-facing advocate for Mediafly by developing a strong presence on social media and by attending and speaking at industry events, conferences, and webinars to represent our company and share best practices.
• Talent Development: Create and nurture a high-performing customer experience team, providing guidance, mentorship, training, and coaching designed to develop top-tier talent.
• Drive Collaboration with Sales Team: Ensure CX team members collaborate closely with the sales team members to create seamless customer experiences and drive incremental ARR.
• Personnel Budget: Oversee the customer experience organization’s personnel budget to maximize customer satisfaction, retention rates and incremental ARR.
• Drive World-Class Retention Rates: Implement strategies and initiatives to achieve and exceed industry-leading customer retention rates.
• Customer Data Analysis: Utilize customer data and metrics to analyze trends, identify opportunities for improvement, and make data-driven decisions to enhance the overall customer experience and business outcomes.

Qualifications:

• Exceptional communication and presentation skills, with the ability to effectively engage with customers, internal teams, and senior executives.
• Extensive experience in customer success, account management, or related roles with a focus on B2B customer relationships.
• Highly collaborative mindset and the ability to foster relationships across different teams and stakeholders.
• Strong process orientation and experience in implementing and optimizing customer success methodologies.
• Proven track record of successfully driving high customer retention rates at a SaaS or technology-driven company.
• Passion for customer advocacy and the drive to exceed customer expectations.
• Excellent leadership and people management skills with a proven ability to develop and mentor a team.
• Experience working with large enterprise accounts and understanding the complex needs of those customers is essential.
• Bachelor's degree in business, marketing, technology or a related field. Master's degree is a plus.
• Analytical mindset with the ability to leverage customer data and metrics to drive decision-making and optimize customer success efforts.

If you are a dynamic and results-oriented leader with a passion for customer success, we would love to hear from you. Join our team and play a pivotal role in driving customer retention, customer satisfaction, and advocacy for our firm.

At Mediafly, we are committed to creating a diverse and inclusive workplace. We welcome applicants of all backgrounds and experiences. If you're passionate about customer success and want to join a fast-growing company, we encourage you to apply!

Mediafly is an equal opportunity employer, which means we do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome people of different backgrounds, experiences, abilities and perspectives and encourage all interested individuals to apply.

We have over 170 employees located globally. Thanks to our commitment to employee experience, Mediafly has been recognized as a Best Place to Work from Crain's, Inc. and BuiltIn.

Mediafly's HQ is based in Chicago, IL.