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.

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).

Full-time

• 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.

• 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.

• 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.

• 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.

• 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 forecasts.
• Industry Context:
  Experience with in the enterprise safety/security technology sectors is highly preferred.
• HaaS and SaaS backgrounds:
  Understanding of the operational complexities inherent in connected physical devices. SaaS experience is required.
• Location:
  
  Must be based in, or willing to relocate to, the Atlanta,…