About MCIM

MCIM – The Data Center Operating System (DCOS) is a platform that simplifies the complexities of managing a data center by bringing all functions and locations under one intuitive dashboard. 

MCIM started with a commission from a Fortune 100 financial institution to create a cloud computing solution for managing their global critical facilities. The team developed the MCIM platform based on the lessons learned from that project.

Today, MCIM is utilized by Fortune 100 and 500 companies in over 94 countries worldwide. This world-class solution is continuously improved through collaboration with users and industry organizations like The Uptime Institute.

Company Overview

MCIM is the leading provider of integrated maintenance, compliance, and infrastructure

management solutions for mission-critical environments. Our cloud-based platform

empowers organizations to optimize operational performance, reduce downtime, and

maintain the highest standards of compliance and safety. We serve data centers and

enterprise customers across highly regulated industries. By uniting advanced technology,

deep industry expertise, and customer-driven innovation, MCIM delivers measurable value

and a world-class experience at every stage of the customer journey helping each customer

to make every center stronger.

Position Overview

The Chief Customer Officer (CCO), reporting to the Chief Executive Officer, will own the

entire post-sales lifecycle for MCIM’s customers, including Implementation & Onboarding,

Customer Success, Professional Services, and Customer Support. As a member of the

Executive Leadership Team, the CCO will develop and execute a clear, data-driven strategy

to deliver a best-in-class customer experience that drives retention, expansion, and

profitability. This leader will act as the voice of the customer across MCIM, influencing

product strategy, operational priorities, and go-to-market decisions. The CCO will build and

scale high-performing teams, develop repeatable processes, and ensure seamless cross-

functional alignment between Customer Success, Sales, Product, and Marketing.

What You’ll Do

• Lead the full customer journey from onboarding through renewal and expansion, ensuring

world-class outcomes for MCIM’s customers.

• Build scalable processes for Implementation, Customer Success, Professional Services, and

Support that improve efficiency, profitability, and customer satisfaction.

• Act as the voice of the customer, influencing product strategy, go-to-market plans, and

operational improvements across MCIM.

• Partner with Sales, Marketing, and Product to ensure seamless handoffs, strong

collaboration, and unified execution.

• Develop customer advocacy programs to grow MCIM’s base of champions and brand

ambassadors.

• Define and track key performance metrics including retention, NPS, CSAT, time-to-value,

and gross margin.

• Build, lead, and inspire a high-performing, customer-obsessed organization with a culture

of accountability, empathy, and continuous improvement.

• Play a key role in strategic initiatives such as M&A integrations, new market expansion,

and the evolution of MCIM’s operating model.

Who You Are

• A proven customer leader with 15+ years of experience in customer-facing roles and 10+

years in SaaS leadership.

• A builder who thrives on creating scalable processes, efficient systems, and repeatable

best practices in high-growth environments.

• An operator with strong P&L management experience, capable of balancing profitability

with customer satisfaction.

• A cross-functional collaborator who partners effectively with Sales, Marketing, and

Product teams.

• A data-driven decision maker who leverages KPIs, analytics, and customer health metrics

to guide strategy.

• A people leader who inspires, empowers, and retains high-performing teams while

fostering a culture of accountability and empathy.

• Experienced with enterprise and mid-market customers, ideally in regulated industries

where compliance and reliability are critical.

• Comfortable with complexity and ambiguity, with a track record of navigating M&A

integrations and scaling organizations from ~$50M to $100M+ ARR.

• Exceptional communication, collaboration, and change-management skills.

Education

• Bachelor’s degree required; MBA preferred.

Performance Metrics

• Gross retention & net retention rates

• NPS / CSAT improvement

• Implementation cycle time & time-to-value

• Gross margin for services

• Customer adoption and usage growth

• Employee engagement & retention in customer-facing teams