Chief Customer Officer

Job Description:

As Chief Customer Officer (CCO), you will be a strategic member of the Executive Leadership Team responsible for the entire post-sale customer experience—including Customer Success, Support, Professional Services, and Customer Education. You will champion a customer-first culture, ensuring our customers realize value quickly, adopt our products deeply, and expand their investment over time. Your leadership will be critical to driving retention, NRR, and long-term strategic partnerships across EDB’s global customer base.

You will also lead the adoption of automation and AI within our customer-facing operations—streamlining support workflows, increasing responsiveness, and enhancing overall customer satisfaction and efficiency at scale.

Ideal Experience:

• Proven track record leading Customer Success, Support, and/or Services functions in enterprise B2B SaaS or data/AI companies. Own the end-to-end customer experience, spanning onboarding, implementation, support, success, and long-term value realization.

• Experience operating in complex, high-growth environments and scaling customer organizations from $50M to $300M+.

• Demonstrated success improving NRR, reducing churn, and accelerating time-to-value through operational rigor and strategic programs.

• Familiarity with open-source, database, and AI technologies and how they drive value in enterprise environments.

• Experience implementing AI-powered tools and automation to elevate customer experience and reduce manual effort.

Key Competencies:

• Customer Advocate: Deep understanding of customer needs, with a track record of building long-term, trusted relationships across all customer segments. Build and maintain executive relationships with key enterprise customers to reinforce trust, accelerate expansion, and create advocacy. Serve as a customer champion internally, ensuring that customer insights influence product, roadmap, GTM, and strategy decisions.

• Operational Leader: Implements processes, systems, and metrics to ensure consistent, high-quality customer outcomes at scale.

• Automation & AI Champion: Leads initiatives that leverage automation, intelligent routing, and AI-driven insights to improve support efficiency and customer satisfaction.

• Retention & Growth Driver: Manages the post-sale lifecycle to ensure customer success drives expansion, advocacy, and long-term ARR. Oversees the development of customer health frameworks, root cause churn analysis, and targeted intervention programs to improve NRR and GRR. Build and execute a strategy focused on growing relationships with strategic customers and stabilizing at-risk customers.

• Cross-functional Collaborator: Partners closely with Product, Sales, Marketing, and Engineering to align around customer feedback and lifecycle engagement.

• Change Agent: Leads customer-facing teams through transformation and scaling, while fostering high performance and accountability.

Personal Attributes:

• Strategic thinker who aligns customer value with business growth and competitive differentiation.

• Inspirational leader who builds trust, drives followership, and empowers teams to thrive.

• Data-driven decision-maker who balances execution with empathy.

• Comfortable navigating ambiguity and balancing long-term strategic vision with day-to-day execution.

• Strong executive presence with the ability to engage confidently with C-level customers, board members, and industry stakeholders