Chief Customer Experience Officer

7 days ago


Ann Arbor, Michigan, United States Thomson Reuters Corporation Full time
About the Role: We are seeking an experienced professional to lead our Customer Success operations, focusing on creating exceptional customer experiences and driving measurable business outcomes. This pivotal role requires a dynamic leader who can develop and execute a comprehensive strategy, leveraging Gainsight as the core platform.

In this opportunity, you will partner with Customer Success leadership, legal product experts, and cross-functional teams to design scalable operational frameworks that address the unique needs of the legal industry. Your key responsibilities will include:

* Developing and executing a comprehensive Customer Success Operations strategy, aligned with organizational goals for customer adoption, retention, and growth
* Act as a strategic advisor to Customer Success leadership, driving alignment across Sales, Marketing, and Product teams to deliver a unified customer experience
* Designing scalable operational frameworks that address the unique needs of legal professionals

**Customer Journey Optimization:** Partner with Customer Success Managers (CSMs) to map and refine the end-to-end customer journey, identifying opportunities to improve onboarding, adoption, risk management, and retention.

The ideal candidate has 8+ years of experience in Customer Success Operations, Revenue Operations, or a similar role, with at least 3+ years in a SaaS or subscription-based business. They should have a proven track record of designing and scaling operational processes within Customer Success, preferably within a legal or professional services context. The estimated salary for this role is $137,900 - $256,100 per year, depending on the location.

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