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Chief Customer Officer

Chief Customer Officer

WhatJobsKingdom Of Spain, España
Hace 14 horas
Descripción del trabajo

Overview

About Liquid Barcodes

Liquid Barcodes is a global SaaS platform for loyalty and subscription programs, helping convenience and foodservice retailers grow visit frequency, basket size, and customer lifetime value.

Our vision is to become the leading customer engagement and loyalty platform for convenience and foodservice retailers, globally. With our cutting-edge platform and expert customer success professionals, we deliver loyalty solutions that are engaging, measurable, and drive long-term profitability.

Backed by Viking Growth, we are scaling rapidly in the U.S. while continuing strong growth in Europe.

Role Summary

The Chief Customer Officer (CCO) – SaaS | MarTech | PE-backed will be a strategic executive and operational leader responsible for the entire customer lifecycle : onboarding (a critical driver of long-term success), adoption, success, renewal, upsell, and advocacy.

Based in our Malaga hub, this leader will build and scale a world-class global Customer Success organization that ensures our customers achieve measurable ROI and feel genuine loyalty from Liquid Barcodes.

The CCO is both a voice of the customer at the executive table and a commercially minded hands-on builder, shaping best-in-class playbooks, processes, and a high-performing team across Europe and the U.S., — always linking customer success to revenue growth and measurable business impact. At Liquid Barcodes, we believe that 80% of a customer’s long-term success is determined during onboarding – the CCO is accountable for making this phase a signature strength that accelerates time-to-value, builds trust, and drives lasting growth.

Responsibilities

Responsibilities

  • Customer Outcomes & Retention

Drive customer satisfaction, adoption, and ROI across global accounts.

  • Own Net Revenue Retention (NRR), ensuring strong performance by driving renewals, expansions, upsell and pricing – positioning Customer Success as a core revenue growth engine.
  • Make onboarding a competitive advantage by ensuring customers realize value quickly and with minimal friction. Establish onboarding as the foundation of long-term retention and expansion.
  • Deliver world-class customer metrics and measurable ROI for every client.
  • Growth & Expansion

    • Partner closely with Sales on land-and-expand strategies, including upsell opportunities, ensuring Customer Success is a driver of ARR growth.

  • Implement playbooks that position CS as a trusted advisor driving customer value and growth. Commercialize and execute opportunities for paid customer success business services (ARR).
  • Contribute to revenue forecasts and predictability through data-driven net revenue retention insights.
  • Leadership & Team Development

    • Lead, coach, and scale the Customer Success, Onboarding, and Support teams.

  • Create career pathways and development plans to attract, retain, and grow talent.
  • Instill a customer-first, outcomes-driven culture across the organization.
  • Elevate the project manager function, ensuring they act as loyalty experts, value communicators and commercial partners - not just technical implementers.
  • Customer Experience with Liquid Barcodes

    • Define and continuously improve how the customer success function delivers value.

  • Build a blended high-touch and tech-touch model to scale efficiently while maintaining quality.
  • Ensure seamless handoffs from Sales → Onboarding → Customer Success & Support, with clear ownership and accountability.
  • Use clear KPIs for onboarding to drive efficiency, alignment and customer trust.
  • Product & Market Influence

    • Lead Liquid Barcodes’ Voice of the Customer program (CAB, feedback loops, satisfaction surveys).

  • Influence product roadmap with structured, data-driven customer insights.
  • Ensure customer outcomes and adoption are highlighted in marketing, content, and go-to-market efforts.
  • Operational Excellence

    • This role requires strong operational experience as well as being willing to be hands-on with customers and coaching the team on operational and tactical matters.

  • Build metrics and dashboards to track NRR, adoption, and customer health across accounts.
  • Drive process improvements to scale efficiently while maintaining service excellence.
  • Drive higher share of plug & play projects through close collaboration with Product and Sales – and drive efficiency in plug & play onboarding through proactively managing bottlenecks and minimizing dependencies to accelerate time-to-value.
  • Utilize (AI) tools, and introduce automation that enables proactive, data-driven customer management.

    • Your Background

    Your Background

  • Proven Executive Experience : 10+ years relevant executive experience, 7+ years in B2B SaaS with at least 3 years in a senior CS leadership role (VP / CCO). Ideally with CS experience from the US.
  • Customer-Centric Operator : Strong record leading Customer Success, Onboarding, and Support functions, with proven ability to make onboarding a strategic growth lever – reducing time-to-value, aligning with sales commitments, and driving long-term customer success.
  • Commercial mindset and ARR Orientation : A proven track record of tying customer success outcomes directly to revenue growth (renewals, upsell, expansion, pricing). Able to balance customer advocacy with commercial discipline, positioning Customer Success as a revenue-generating function.
  • Builder & Scaler : Experience creating playbooks, implementing customer governance models, and scaling teams internationally, including designing efficient, standardized onboarding processes that balance customer centricity with scalability.
  • Data-Driven Leader : Track record using NRR, NPS, onboarding KPIs, and ROI metrics to guide teams and prove customer value.
  • Industry Knowledge : Experience in loyalty, martech, retail tech, or consumer engagement. Experience from the retail / foodservice industry is a strong plus.
  • Executive Presence : Board-level communicator, comfortable with C-suite client engagements and escalations.
  • Languages : Fluent English required;

    • additional European languages such as German a plus.

  • Travel to the US will be required and it is a requirement that the candidate has a valid ESTA to enter the US.

    • What We Offer

  • Executive leadership role in a global B2B SaaS scale-up with ambitious growth plans.
  • Base in Malaga, Spain – our European hub with international exposure. Team members in the US.
  • Competitive executive compensation with performance-based incentives.
  • The opportunity to build and scale a global Customer Success organization.
  • Direct impact on the success of iconic global convenience and foodservice brands.
  • A high-performance, collaborative culture that values innovation and customer success.

    • #J-18808-Ljbffr

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