Chief Services Officer (CSO)

Chief Services Officer (CSO)

About the Company

Internationally renowned cloud communications platform

Industry
Information Technology and Services

Type
Privately Held, Private Equity-backed

About the Role

The Company is seeking a Chief Services Officer (CSO) to lead its global post-sales organization, with a primary focus on delivering customer outcomes across success, professional services, and support functions. The CSO will be accountable for driving customer retention, expansion, and service delivery at scale, particularly through the integration of AI and automation to enhance efficiency and customer experience. This executive will own the end-to-end customer journey, from onboarding to expansion, and will be responsible for global net revenue retention and customer lifetime value. The role also involves leading AI-enabled services transformation, building a global delivery model, and ensuring operational consistency across distributed teams.

Candidates for the CSO position should have a minimum of 15 years' experience in SaaS, customer success, services, or post-sales leadership, with a proven track record of scaling global organizations. The ideal candidate will have a strong understanding of SaaS metrics, recurring revenue models, and enterprise customers, and experience in using data, analytics, or AI to improve customer outcomes. The CSO will be expected to think like a global general manager of the customer base, using AI as a force multiplier, and balancing automation with high-quality human engagement. Leadership qualities include the ability to drive scalable, data-informed growth, and a commitment to fostering a culture of accountability, innovation, and customer-centric execution.

Travel Percent
Less than 10%

Functions

Account Management/Optimization
Operations
Sales/Revenue