Chief Customer Officer

🕒 August 11

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Arbiter

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1984

📚 Education

⚽ Sports

☁️ SaaS

💰 Debt financing on 2020-03

Education • Sports • SaaS

Arbiter is a connected software platform for K–12 sports and activities that centralizes registration, rostering, event and game scheduling, facilities management, official assignment, eligibility tracking, payments (Arbiter Pay), and communications in one system. The company supports schools, assigners, associations, and governing bodies with tools to reduce manual work, enforce compliance and eligibility rules, process secure online payments and 1099s, run background checks, and provide reporting and visibility across districts and statewide organizations. Arbiter emphasizes time savings for administrators and athletic staff and has served the K–12 and officiating ecosystem for over 40 years.

📋 Description

• Lead the full post-sale customer organization across Customer Support, Implementation, Customer Success, and Account Management • Create a cohesive customer journey from handoff and implementation through adoption, support, renewal, and expansion • Establish ownership, operating processes, service expectations, accountability, and customer-facing team structures • Own and improve gross retention, net revenue retention, churn, expansion, implementation success, and customer satisfaction • Develop strategies to increase adoption, retention, share of wallet, and long-term customer value • Identify opportunities in the existing customer base to improve revenue performance and support pricing strategies • Establish KPIs and operating rhythms and use data to identify trends and drive action • Improve implementation, onboarding, support processes, service levels, escalation management, and customer communication • Introduce tools, technology, automation, and best practices to improve customer experience and team productivity • Lead or support post-acquisition integration of customer-facing teams, processes, systems, customer experiences, and operating models • Represent the customer perspective across the Executive Leadership Team • Partner with Product, Sales, Marketing, and Engineering to incorporate feedback into company priorities • Create strong Sales-to-post-sale handoffs and alignment around customer expectations • Develop mechanisms for gathering and acting on customer feedback • Assess and develop leaders and teams, establish goals and performance expectations, and develop future leaders

🎯 Requirements

• 8+ years of progressive customer operations leadership experience • At least 5 years in senior leadership roles within B2B SaaS • Experience directly leading multiple post-sale functions, ideally including Customer Support, Implementation/Onboarding, Customer Success, and Account Management • Experience working with primarily small and/or mid-sized organizations • Ability to improve retention, customer satisfaction, implementation performance, and revenue expansion • Experience scaling customer operations within a growing SaaS organization • M&A integration experience strongly preferred, particularly involving customer-facing teams, processes, technology, or customer migrations • Experience in a private equity-backed organization preferred • Strong analytical and financial acumen with a data-driven approach to decision-making • Ability to lead organizational change while maintaining strong customer and employee relationships • Hands-on leadership style with executive- and operational-level effectiveness • Excellent communication, collaboration, and executive leadership skills • MBA strongly preferred