Job Description
Job Type
Full-time
Description Preferred Location: Houston, TX (Hybrid work environment)
Level: Executive | Full-Time | Exempt
Reports To: Chief Executive Officer
Education: Bachelor’s degree required; MBA or master’s preferred
Team Leadership: Direct management of up to 10; indirect oversight of up to 20
Position Overview PCS Software, Inc. is seeking a visionary Chief Customer Officer (CCO) to lead our enterprise-wide customer strategy and elevate the customer experience across every touchpoint. As a key member of the executive team, you will champion a customer-first culture, drive cross-functional alignment, and ensure our AI-powered Transportation Management Platform (TMP) delivers measurable value to our clients. This role is ideal for a strategic leader with deep expertise in customer success, support, analytics, and digital transformation. Approximately 25% travel is required for this role on average.
Key Responsibilities - Lead and evolve PCS’s customer success, support, and experience functions to deliver exceptional outcomes across the customer lifecycle.
- Architect and execute a holistic customer experience (CX) strategy that aligns with business growth, retention, and satisfaction goals.
- Drive enterprise-wide collaboration across Marketing, Sales, Product, Engineering, Implementation, Support, and Professional Services to ensure unified customer value delivery.
- Oversee strategic functions including the Customer Success and Support Center of Excellence (COE), Enterprise Insights & Analytics Dashboards, PCS University, and Customer Experience teams.
- Establish and monitor KPIs, customer health metrics, and feedback loops to continuously improve service delivery and customer engagement.
- Serve as a trusted advisor to senior leadership, influencing decisions with data-driven insights and customer-centric perspectives.
- Foster a high-performance culture by developing talent, promoting innovation, and adapting to evolving market and customer needs.
- Partner annually with Marketing and Product teams to lead the strategic planning, production, and execution of PCS Regional Customer Summit events.
- Co-develop thought leadership and intelligent services-driven content with Marketing for trade publications, digital campaigns, and social media channels.
- Collaborate regularly with Human Resources to drive strategic hiring initiatives and actively lead annual performance review cycles, career development planning, and performance improvement processes as needed for the CCO’s organization and direct reports.
- Active participation in the PCS Leadership Team weekly meetings and cadence.
- Lead the development of quarterly board presentation materials representing the Chief Customer Officer’s organization and prepare strategic content for ad-hoc executive meetings and operational efficiency reviews.
- Contribute to annual audit reviews, occasionally serving as lead to ensure compliance, transparency, and operational integrity across the organization.
- Oversee and respond to legal inquiries and action items as needed, particularly those involving customer-related matters, while owning and managing the global patent process to ensure strategic protection of intellectual property.
What You Bring - 15+ years of progressive leadership in Customer Success, Support, Implementation, Project Management, Operations, Analytics, and Professional Services.
- Proven success in designing and executing CX strategies that drive measurable business impact.
- Experience leading in a matrixed, fast-paced SaaS or enterprise software environment.
- Strong analytical acumen with the ability to synthesize complex data into actionable insights.
- Exceptional communication and stakeholder management skills.
- Demonstrated ability to build and scale high-performing, diverse teams.
- Strategic mindset with a bias for innovation, agility, and results.
- Strong executive presentation skills with a flare for social media and webinars as well as in-person customer meetings and entertainment.
Core Competencies - Customer Journey Mapping & Lifecycle Management
- Service Design & Integration
- CX Metrics & Analytics
- Help Desk & Support Software (Salesforce, Zoom preferred)
- Strategy Development & Execution
- Budgeting, Staffing, and Performance Management
- Inquiry Research & Resolution
- Service Operations & Request Management
- Project Management (Monday.com preferred)
Why PCS Software? Since 1996, PCS Software has been steering the transportation management world to smoother roads. Offering an award-winning TMS solution for carriers, brokers, and shippers, PCS empowers transportation professionals to increase efficiency and boost profitability while making their jobs easier. With PCS, the focus is clear: provide a seamless, end-to-end transportation management solution that caters to the dynamic needs of modern logistics, taking workloads from stressful to streamlined.
We offer: - Competitive compensation and executive bonus structure
- Up to 100% company-paid medical, dental, and vision premiums for employees and dependents
- 401(k) with 4% company match
- Unlimited PTO and 7 paid holidays
- Paid training and development programs
- A collaborative, innovative, and fun work culture
- Opportunities for career growth and leadership impact
Additional Information - This role is not eligible for visa sponsorship. Applicants must be legally authorized to work in the U.S.
- PCS Software, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
- Only candidates selected for interviews will be contacted.
Alternative Titles - Chief Customer Experience Officer
- VP of Customer Success
- VP of Customer Service & Support
- Customer Care Executive
Requirements Competencies/Skills - Customer Interaction
- Customer Support Policies, Standards and Procedures
- Inquiry Research/Response
- Service Design
- Service Desk Management
- Service Integration and Management
- Service Management
- Service Operations
- Service Request Management Process
- Strategy Development
- Customer Service Help Desk Software
Managerial Responsibilities - Staffing
- Pay Decisions
- Training- Knowledge
- Evaluation
- Supervision
- Budget
- Process- Policies
Job Tags
Full time,