About the Role
The Chief Customer Officer will serve a critical role for the firm - leading the company's delivery of a more seamless & impactful end-to-end journey for FiscalNote's customers, ensuring they experience the full value of their solutions. Closely tied to this objective is achievement of FiscalNote's top-line revenue & profit margin goals.
Customer success & the efficient internal investments & operations that enable it are vital to our long-term growth & profitability. We will not be successful unless our customers are receiving excess value from our service & the right new customers continue to purchase & grow.
This role focuses on leading a cross-functional Customer Success Group, optimizing FiscalNote's net retention as well as influencing targeted new logo sales efforts through deep client empathy, analytical rigor, a practical understanding of client value delivery, client service & support operations in a recurring revenue business, technology to enable customer success, & financial acumen to impact our KPIs such as Last Twelve Months Annual Net Retention, Cost to Serve, & Lifetime Value of our customer relationships, among others.
This role will report directly to the Chief Revenue Officer, & serve as a member of the firm's Senior Leadership Team - ensuring cross-functional alignment & delivery in successful customer outcomes & sustainable company growth.
The role will have reporting to them the Customer Support & at-scale Customer Success teams, as well as leadership of a cross-functional working group. Success in this role will involve both strong individual execution in terms of analysis, proposals, & implementation, as well as inspiring the team to produce the desired commercial outcomes.
Lastly, success in this role involves building strong relationships with other leaders on the Executive team & across departments in order to collaboratively develop the right analyses, strategies & processes that successfully support our clients' success & the firm's commercial results.
Our mission is to help our clients identify challenges & provide innovative, data-driven, & practical solutions to better navigate risk, opportunity, & uncertainty. We leverage our platform of software & information-services products to empower people & organizations with the right information at the right time. FiscalNoter's, both experienced & new professionals, gain opportunities for learning & professional development in a diverse & innovative culture, rooted in our company values & mission. Our headquarters, located in downtown Washington D.C., champions our culture through a vibrant, modern, open-concept that still offers privacy, fostering collaboration & success. Our team is committed to being a good neighbor, woven into the fabric of the DC-metro area community, & continually looking for new opportunities to support our neighbors.