Unconventional CCO - Redefine Customer Success Leadership

This Is No Ordinary Role. This Is No Ordinary Love.

This is for the bold, the creative, the unconventional. It’s for someone who knows customer success isn’t just about satisfaction—it’s about outcomes, innovation, and building lasting partnerships.

What if YOU could transform how customer success is defined, making it smarter, faster, and more impactful? What if you could rewrite the playbook for success in B2B SaaS, harnessing the power of AI and a customer-centric vision to deliver measurable value?

If you’ve ever thought, “There’s a better way to do this,” this is your opportunity to prove it.

About Us

Expedite Commerce is a Salesforce-native Lead-to-Cash SaaS platform delivering advanced Digital Engagement, CPQ, CLM, eCommerce, and Subscription Billing solutions. We are leveraging an AI-first approach to transform customer experience and productivity. As a Salesforce OEM partner, with a disruptive AI LLM-Agent stack on AWS, we are at the forefront of innovation, leveraging an AI-first approach to transform how businesses engage with their customers.

We’re building more than a product—we’re creating a customer-centric culture that puts outcomes at the center of everything we do.

Why This Role Is Different

This is your chance to lead with boldness, creativity, and vision:

• Challenge the Status Quo: Use your expertise in B2B Commerce, Sales, and Billing to redefine customer success in SaaS. If you’ve ever thought, “There’s a better way,” this is your platform to prove it.
• Push Boundaries with AI: Harness cutting-edge AI tools to rewrite the playbook on customer engagement. From onboarding to retention, you’ll revolutionize how customers achieve success.
• Collaborate with Courage: Partner with Product, Sales, and Marketing to drive customer-centric solutions with an unconventional, bold approach that challenges traditional thinking.
• Leave a Legacy: Build scalable strategies that transform how businesses succeed with our platform and leave a lasting impact on the future of SaaS customer success.

Key Responsibilities

• Customer-Centric Strategy
• Develop and implement a comprehensive strategy to ensure customers reach their desired business outcomes.
• Serve as the voice of the customer, embedding customer feedback into every facet of the organization.
• Drive Customer Outcomes
• Oversee customer onboarding and adoption strategies that deliver measurable value quickly and effectively.
• Ensure retention, growth, and advocacy by proactively addressing customer needs and opportunities for success.
• Influence Product Design
• Act as a key stakeholder in shaping product roadmaps, ensuring they address real-world challenges in B2B Commerce, Sales, and Billing.
• Cross-Functional Leadership
• Lead the VP of Implementation and Director of Support to align teams around a unified customer success vision.
• Collaborate with cross-functional teams to integrate customer-centricity into our solutions and go-to-market strategies.
• Operational Excellence
• Build scalable systems and processes to support global growth and operational efficiency.
• Leverage AI and analytics to enhance team productivity and optimize the customer journey.

Key Performance Indicators (KPIs)

• AI Utilization Impact Score: Measure how effectively AI is being leveraged across customer success, implementation, and support to drive faster onboarding, enhanced personalization, and operational efficiencies.
• Customer Business Outcomes Achievement Rate: Track the percentage of customers who reach their desired business outcomes using the platform.
• Product Feedback to Innovation Ratio: Monitor how effectively customer insights are translated into product enhancements and innovations.
• Customer Advocacy Index (CAI): Assess the likelihood of customers recommending the platform and actively participating in case studies or referrals.
• Onboarding Acceleration Score: Measure how quickly new customers reach their first measurable success milestone.
• Revenue Expansion from Existing Customers: Track upselling and cross-selling success rates within the customer base.
• Proactive Issue Resolution Rate: Measure the percentage of customer issues resolved proactively before they are formally reported.
• Customer Team Productivity Multiplier: Evaluate how much productivity improvement is achieved across implementation and support teams using AI and process enhancements.
• Customer Retention and Growth Velocity: Combine retention rates with a metric tracking how quickly customers scale their use of the platform.
• Customer Health Predictive Accuracy: Assess the accuracy of AI-driven customer health predictions to enable earlier interventions.

Why Join Us?

• Redefine Customer Success Leadership: Be the architect of a world-class customer success strategy that sets the standard in SaaS.
• Influence Across Teams: Drive alignment between customer-facing teams and product innovation.
• Push Boundaries with AI: Leverage advanced technology to create smarter, faster, and more impactful outcomes.
• Leave a Legacy: Transform how businesses succeed with our platform and build a lasting impact in SaaS.
• Collaborative Culture: Work with a high-performing team and a CEO who values bold, customer-first ideas.

• Health Insurance, PTO, and Leave time
• Ongoing paid professional training and certifications 
• Fully Remote work Opportunity
• Strong Onboarding & Training program

Work Timings - 1 pm -10 pm IST

Next Steps

If you’re bold, unconventional, and ready to challenge traditional customer success models, we want to hear from you.

1. Submit your resume and application.
2. Share your boldest ideas and past successes during our interview process.
3. Collaborate with our CEO to tackle a real-world challenge as part of the final evaluation.

This is your chance to lead, disrupt, and leave your mark on the future of SaaS.

Our Belief

We believe extraordinary things happen when technology and human creativity unite. By empowering teams with generative AI, we free them to focus on meaningful relationships, innovative solutions, and real impact. It’s more than just code—it’s about sparking a revolution in how people interact with information, solve problems, and propel businesses forward.

If this resonates with you—if you’re driven, daring, and ready to build the next wave of AI innovation—then let’s do this. Apply now and help us shape the future.

About Expedite Commerce

At Expedite Commerce, we believe that people achieve their best when technology enables them to build relationships and explore new ideas. So we build systems that free you up to focus on your customers and drive innovations. We have a great commerce platform that changes the way you do business!

See more about us at expeditecommerce.com. You can also read about us on https://www.g2.com/products/expedite-commerce/reviews, and on Salesforce Appexchange/ExpediteCommerce.

EEO Statement

All qualified applicants to Expedite Commerce are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran's status or any other protected characteristic.