Chief Customer Officer

Chief Customer Officer

CENTEGIX® is the leader in rapid incident response safety solutions, protecting more than 18 million people across 18,000+ locations in all 50 states. The CENTEGIX Safety Platform®, including Crisis Alert™ wearable panic buttons, Safety Blueprint® critical incident mapping, Visitor Management, and Reunification, gives organizations the tools to plan for and respond to any emergency, from the everyday to the extreme. CENTEGIX serves K-12 and higher education, healthcare, government, commercial, and public safety organizations nationwide.

Purpose

We are seeking a Chief Customer Officer to lead our entire post-sale lifecycle. In this mission critical executive role, you will hold a unified mandate: overseeing Account Management (proactive commercial health), Customer Support (reactive hardware and software troubleshooting), and our Network Operations Command Center (NOCC delivering proactive infrastructure and IoT stability).

You will build the playbooks that bridge the gap between our Hardware as a Service and Software as a Service platforms and our customer retention, ensuring that as we continue to scale to several hundred million in ARR, our physical infrastructure remains highly available and reliable, and our customers achieve maximum value.

Position Responsibilities

Executive Leadership

• Lead, design, and scale a unified post-sale organization combining Account Management, Tier 1/2 and Tier 3 Support, and the NOCC to support growth of 3X over the next 4 years.
• Establish blended "North Star" metrics that weigh technical stability (Uptime, MTBF) equally with commercial health (NRR, Customer Adoption).
• Drive continuous process improvement to ensure seamless handoffs between NOC incident detection, Support triage, and proactive Customer Success Management (CSM) client communication.

Network Operations Command Center (NOCC) Leadership

• Provide executive oversight for the NOCC, ensuring 24/7 monitoring, incident response, and high availability of our localized IoT hardware and network ecosystems.
• Establish strict operational firewalls to protect NOCC engineers and technicians from the daily support queue, allowing them to focus entirely on macro-level infrastructure health and rapid outage resolution.
• Partner closely with the Engineering and Product teams to feed IoT hardware and software failure rates and IoT network and hardware telemetry back into the product development lifecycle.

Customer Support & Logistics Operations

• Oversee Tier 1 and Tier 2 Customer Support, ensuring strict adherence to First Contact Resolution (FCR) and Service Level Agreements (SLAs).
• Manage the physical realities of a HaaS business, integrating reverse logistics, hardware troubleshooting, and RMA workflows into the support lifecycle to minimize customer downtime.

Account Management & Customer Success

• Own the Gross and Net Retention Rate (NRR) targets across the entire enterprise portfolio.
• Guide the CSM team to shift from reactive relationship management to proactive, data-driven value delivery and account expansion.
• Develop executive-level relationships with key enterprise and district leaders (K-12 experience is a significant plus) to align our technology with their strategic operational goals.

Requirements

• Executive Scale: 10+ years of senior leadership experience, with a proven track record of scaling a post-sale organization well beyond $100M+ ARR
• Multi-Disciplinary Leadership: Demonstrated success managing both heavily commercial teams (CSMs owning retention metrics) and highly technical operations (NOC, Tier 2 Support, infrastructure engineers) under a single umbrella.
• Data-Driven Operator: Ability to context-switch effortlessly between technical support metrics and managing commercial revenue…