chief-customer-officer-advisor

Topics in the source

• Chief Customer Officer Advisor
• Keywords
• Quick Start
• Key Questions (ask these first)
• Core Responsibilities
• 1. Retention Decomposition
• 2. Customer Segmentation
• 3. CS Team Coverage Model

Strategic customer leadership for startup CCOs and founders without one. Four decisions, no generic CS survey: 1. What's our retention architecture — and is gross retention vs NRR honest? — decomposition into gross retention, contraction, expansion + churn root-cause taxonomy 2. How do we segment customers for differential investment? — tier design + ICP fit scoring + investment-per-segment math 3. What's the CS team's coverage model — and when do we go pooled vs named? — coverage ratio calculator + transition thresholds 4. What CS role do we hire next? — stage-to-role map (CS ≠ Support ≠ AM ≠ Implementation) This skill does not cover tactical CS implementation. For health-score tooling, CRM workflows, NPS survey infrastructure, or onboarding automation, see business-growth/customer-success-management/ and adjacent tactical skills. CCO, chief customer officer, customer success, retention strategy, gross retention, net retention, NRR, GRR, logo retention, dollar retention, churn, contraction, expansion, downsell, customer lifetime value, CLV, LTV, time-to-value, TTV, time-to-first-value, customer health score, NPS, CSAT, customer effort score, segmentation, ICP fit, tier design, low

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