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Salary: USD 300,000 - 400,000 / annual
Parachute Health is the leading digital ordering platform for medical equipment and supplies, connecting 300,000+ clinicians and 3,000+ supplier locations across all 50 states to help 15M+ patients access life-saving products at home.
As Chief Customer Officer, you own everything after the deal is signed. The company is at a growth inflection, moving from a single core product to a multi-product platform and executing landmark payor and channel partnerships. The constraint on the next chapter is delivery—converting commitments into live, working customers and making service quality a competitive weapon.
This is an execution-first executive seat designed to complement a specialized leadership team. You do not own field selling (CRO), growth architecture or strategic partnerships (CGO), revenue operations and commercial systems (EVP Revenue Operations), or finance (CFO). You own the customer's experience from go-live forward: implementations and delivery, customer support and service, platform operations, and cross-functional programs that enable those functions. When commercial teams make a promise, you are accountable for keeping it.
Key Responsibilities:
- Own end-to-end customer implementations across suppliers, health systems, and payors, including surge capacity for 2026 payor go-lives, with predictable timelines and quality.
- Own delivery economics: on-time and on-budget performance, implementation cost, and the direct line from go-live velocity to revenue recognition. Implementation speed drives revenue in the transaction-based model.
- Own customer support and service quality end-to-end, with a mandate to materially improve clinician retention, strengthen enterprise escalation management, and build service into a retention weapon.
- Move service from reactive to proactive with instrumented client-health scoring, early-warning signals, and playbooks that catch at-risk accounts before churn.
- Run operational functions that serve live customers day-to-day with clean handoffs to account management and customer success teams.
- Own company-level program management for cross-functional initiatives.
- Partner with the CRO to deliver implementation and service quality that protects revenue targets and owns the operational side of retention.
- Operationalize landmark partnerships post-signature with the CGO, building delivery infrastructure for channel pull-through.
- Execute on instrumentation built by CFO and EVP Revenue Operations, feeding operational reality back into forecasting and planning.
Required Profile:
- Execution discipline: You have built operating cadences, delivery engines, and service organizations that perform predictably at scale. 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 similar growth passages in SaaS, network, or healthcare-technology businesses and know which systems break at which milestones.
- Service and delivery depth: You have owned customer delivery, support, or client operations directly, ideally including a turnaround, with measurable results: churn reduced, NPS improved, 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 as the operating model, not as pilots.
- 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 adding heads and leave every function more scalable than you found it.
