Chief Customer Officer

Job Description:Chief Customer OfficerCORA Loyalty - Jonas Software (https://www.coraloyalty.com/)Remote Responsibilities:Customer Success LeadershipEnsure CORA Loyalty customers experience world-class service that fosters long-term retention, deeper adoption, and expanded wallet share across products and services.Develop and execute tailored account-level strategies that align with contractual commitments, anticipated business outcomes, and growth opportunities.Build, mentor, and scale high-performance customer success teams; implement succession planning programs to ensure sustainable leadership and a culture of proactive engagement.Oversee support operations and escalation management, ensuring cross-functional collaboration with Operations and R&D to drive rapid resolution and continuous improvement.Customer Growth & InsightsPartner with product leaders across CMS, RewardOps, and PAW to adapt offerings to regional requirements while ensuring strict compliance with global privacy and data protection standards (GDPR, PDPA, etc.).Define, track, and optimize customer-centric KPIs, including net revenue retention (NRR), CSAT/NPS, churn rate, and expansion revenue, ensuring alignment with corporate growth objectives.Act as the voice of the customer within the Executive Leadership Team, championing client needs, market insights, and long-term value creation strategies.Manage enterprise-level risks by driving proactive renewal strategies, negotiating complex agreements, and partnering with Legal to safeguard client and company interests.Customer Engagement & EnablementDrive enterprise-wide adoption of CRM platforms and loyalty technology stacks to enhance customer engagement and operational efficiency.Leverage advanced AI/ML-driven analytics to identify behavioral insights, optimize lifecycle marketing, and maximize cross-sell and upsell opportunities.Serve as executive sponsor for strategic client relationships, providing leadership during escalations, high-stakes negotiations, and renewal processes.Represent CORA Loyalty at client councils, advisory boards, and global industry events, strengthening brand credibility and thought leadership.Minimum RequirementsB.S. Degree - an MBA or other advanced degree is a plus.Deep experience in Loyalty is essential. Proven examples of account management and customer relationship management abilities are critical for an executive at this level.A service-oriented, delivery-focused professional with a passion for getting results. At least 10 years’ operational experience - preferably in Loyalty technology and services - is a plus.Business Unit:RewardOpsScheduled Weekly Hours:37.5Number of Openings Available:1Worker Type:RegularMore About Jonas Software:Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.