Chief Customer Officer

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🕒 June 14

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Webgility

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

💰 $6.4M Series A - Webgility on 2017-09

Webgility is the most powerful integration software for multichannel brands and wholesalers selling online and using QuickBooks.

📋 Description

• Define what customer success means in an outcomes delivery model where software, agents, and human expertise combine to make the customer's books right • Own gross revenue retention and drive expansion with a customer success team • Bring customer intelligence into product, pricing, and GTM decisions at the executive table • Lead the support function across technical and operational queries from merchants and accountants • Deploy agents and automation aggressively: intelligent triage, AI-assisted first response, self-service troubleshooting, proactive break alerts • Move the function toward a posture where humans only show up for the work that requires them • Drive adoption, retention, and expansion across the customer base • Run customer health and proactive intervention • Use AI agents for health scoring, churn flagging, QBR prep, and trigger-based outreach so the team spends time on conversations that move the relationship • Own the certified bookkeeping partner network today as a strategic delivery channel: outcome quality, partner economics, and capacity planning • Build the bridge from a human-delivered service today to an agent-augmented service tomorrow, with human expertise concentrated where judgment matters • Build the system that gives you visibility into close status across every account without asking • Turn manual coordination into a system that runs itself • Partner with Sales and Implementation on handoffs • Feed customer signal into Product and Engineering

🎯 Requirements

• You've built and led customer organizations in B2B SaaS at a VP level and you're ready for the next step. • You set strategy and execute it. • You've owned a customer P&L, not just a retention score. • You're credible in ecommerce and accounting workflows. • 15+ years in CS, Support, or CX with 5+ years at VP-level scale • Direct ownership of a customer P&L (retention + expansion revenue) at a B2B SaaS company with US customers • Built and managed through managers, not just individual contributors • Solid grasp of ecommerce operations: multichannel selling, marketplace fees, accounting systems workflows • Experience managing third-party delivery partners or outsourced service teams to a defined quality standard • Strong working knowledge of leading accounting platforms (QuickBooks, Xero, NetSuite) • You've personal led automation of business processes, not just used AI tools but designed the systems behind them. • Demonstrated track record automating CS or Support workflows in production.

🏖️ Benefits

• Remote-first with flexible working • Group health insurance (employee, spouse, children) • Internet reimbursement • Learning and development support including certification costs