Chief Customer Officer

About the Role

As Chief Customer Officer at Parachute Health, you own everything that happens after the deal is signed. We are at a growth inflection, moving from a single core product to a multi-product platform, and executing landmark payor and channel partnerships that multiply our delivery load. The company's strategy, products, and pipeline are strong; the constraint on our next chapter is delivery - converting commitments into live, working customers, and making service quality a competitive weapon rather than a liability.

This is an execution-first executive seat, engineered to complement a specialized leadership team. You do not own field selling (CRO), growth architecture or strategic partnerships (CGO), the revenue-operations and commercial-systems stack (EVP Revenue Operations, reporting to the CFO), or finance (CFO).

You own the customer's experience of Parachute from go-live forward: implementations and delivery, customer support and service, platform operations, and the cross-functional programs that make those work. When our commercial teams make a promise, you are the executive accountable for keeping it - which frees the CEO to stay focused on product, market, and the external agenda.

Responsibilities

• Implementation engine: Own end-to-end customer implementations across suppliers, health systems, and payors - including the surge capacity our 2026 payor go-lives demand - with predictable timelines and quality.
• Delivery economics: Own the economics of delivery - on-time and on-budget performance, implementation cost, and the direct line from go-live velocity to revenue recognition. Implementation speed is revenue at our transaction-based model; you treat it that way.
• Service transformation: Own customer support and service quality end-to-end, with a mandate to materially improve clinician retention, strengthen enterprise escalation management, and build the service operation into a retention weapon. This is the seat's defining first-year deliverable.
• Proactive service model: Move service from reactive to proactive - instrumented client-health scoring, early-warning signals, and playbooks that catch at-risk accounts before they churn, built with the lifecycle instrumentation the EVP Revenue Operations maintains.
• Client operations: Run the operational functions that serve live customers day-to-day, with clean handoffs to the account-management and customer-success organizations that own the relationships.
• Program management: Own company-level program management for the initiatives that cross functional lines.

Executive Partnership

• With the CRO: Deliver the implementation and service quality that protects the number she wins; own the operational side of retention.
• With the CGO: Operationalize landmark partnerships post-signature - the delivery infrastructure that makes channel pull-through real.
• With the CFO & EVP Rev-Ops: Run execution on the instrumentation they build; feed operational reality back into forecasting and planning.

The profile we're hiring

• Execution discipline: Trains run on time under you. You have built operating cadences, delivery engines, and service organizations that perform predictably at scale - and you are personally allergic to slipped commitments.
• Strategic foresight: You see two or three moves ahead and name constraints before they bite - capacity walls, service debt, integration bottlenecks - rather than reporting them after impact.
• Lived scale experience: You have operated through the passage we are in, whether inside a SaaS, network, or healthcare-technology business, and you know which systems break at which milestones because you were there.
• Service & delivery depth: You have owned customer delivery, support, or client operations directly - ideally including a turnaround - and can point to the numbers: churn reduced, NPS moved, on-time delivery raised, while volume grew.
• Automation-first scaler: You have scaled support and delivery volume with flat or sublinear headcount by deploying automation and AI in production - not as pilots, but as the operating model.
• Integrator temperament: High-EQ orchestrator who makes specialized executives better without absorbing their scope; comfortable owning outcomes through leaders you do not control.
• Builder's bias: You build systems before you add heads, and you leave every function more scalable than you found it.

Benefits

• Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums.
• Employer HSA Contribution: Company-funded contributions to your Health Savings Account.
• 401(k) Retirement Plan
• Equity Incentive Plan
• Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance.
• Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces.
• Flexible Vacation Policy
• Summer Fridays: 5 additional Fridays off during the summer (separate from PTO).
• Home Office and Wellness Stipend
• Monthly Internet Stipend
• Annual Learning and Development Stipend

• Base Salary Band (based on experience and level) $300,000-$400,000
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• This role is not eligible for employer visa sponsorship.
• Applicants must be legally authorized to work in the United States at the time of application and for the duration of employment.
• The Company does not sponsor employment authorization for this position.