Chief Customer Officer (CCO)

Job description

As Chief Customer Officer at Autoflows, you will join the management team and take full commercial and operational ownership of the customer, from the moment Sales lands a new customer through go-live, retention and growth.

This role involves ownership across the entire customer journey. When Sales lands a new customer, you ensure the dealer’s data flows, the customer receives the green light on time and goes live fast. You drive satisfaction, retention and upsell, run the operation and own the economics, from Gross Margin and Net Revenue Retention to the cost of AI tokens.

You will lead around 18 people across Customer Success, Data Operations and Support in eight European markets.

Your key responsibilities will include:

• Own the full customer journey from new customer to go-live, retention and growth, and turn it into a commercial growth engine
• Run and scale the operation behind the customer journey, from data operations and deployment to delivery and support
• Build the processes, SLAs and ways of working that allow Autoflows to scale efficiently as the agentic AI platform rolls out to new markets
• Own Gross Margin and Net Revenue Retention, with full control of the cost of delivery, including AI tokens
• Make sure new customers get the green light on time, with data that is deployed, quality-assured and flowing
• Take ownership of onboarding and secure fast, successful go-lives
• Drive customer satisfaction, retention and upsell across the existing customer base
• Lead and develop a team of around 18 people across Customer Success, Data Operations and Support, including a Head of Nordics and a Head of International
• Work closely with Sales, Product and Tech, and bring customer insight back to shape both product and strategy
• Help shape where Autoflows goes next as part of the management team

Required skills and experience

The ideal candidate is an experienced leader from SaaS who has run both the commercial and the operational side of the customer and owned both revenue and cost.

Commercial thinking is in your DNA, and you are just as comfortable building processes, scaling operations, and managing unit economics as you are in front of a customer.

Experience from automotive is a plus, but not a requirement.

We expect you to have:

• Solid leadership experience in operations, customer success, onboarding, or support at a SaaS or scale-up company
• Proven experience growing Net Revenue Retention through retention and upsell
• Experience owning gross margin or P&L, including the cost side of delivery
• Experience building and scaling operations, with data-heavy onboarding, delivery, and SLAs
• An understanding of the economics of AI, including usage and token costs
• Strong leadership skills and experience leading leaders across multiple markets
• A data-driven and hands-on approach: you set the direction, and you make it happen

The company

Autoflows is a fast-scaling SaaS platform transforming how the automotive industry engages customers. Dealers and OEMs face enormous challenges today: shrinking margins, fragmented data and rising customer expectations. Autoflows connects directly to DMS, CRM and OEM systems to predict, personalise and automate customer journeys, delivering experiences that feel like service rather than marketing.

Founded in Copenhagen in 2009 and an auto-tech company since 2019, Autoflows is live in more than 15 European countries and works with over 1,500 dealers, 400 workshops and 1,100 brand outlets. The company is trusted by brands such as Audi, VW, Porsche, Volvo and Mercedes-Benz, and its clients have documented results such as doubling booking volumes and a tenfold ROI. More than 3 million car owners have booked a service through Autoflows. With its new agentic AI platform, Autoflows now handles 25% of all bookings end-to-end for customers in England, and the platform is next being rolled out across the company’s other markets.

Additional information

Reports to: CEO

Language: English, written and spoken

Salary package: Attractive salary package according to qualifications

Start date: As soon as possible

Domicile: Copenhagen

Application

GlobeSearch is handling the recruitment process on behalf of Autoflows. If you wish to apply for this position, please follow the process through the job posting on our website.