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Chief Customer Officer

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UltaHost

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Location:
United Arab Emirates , Dubai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

UltaHost is hiring a Chief Customer Officer (CCO) to lead and unify the entire customer lifecycle under one vision. As CCO, you will oversee Customer Success, Support, Onboarding, Education, and Retention teams—ensuring seamless experiences from the first touchpoint to long-term loyalty. You will work alongside the CEO and executive team to drive customer-first strategy, reduce churn, grow net revenue retention, and improve satisfaction across all user segments globally. This role is critical as UltaHost scales and expands into new markets and product verticals, including AI-powered hosting and decentralized infrastructure.

Job Responsibility:

  • Define and execute UltaHost’s global customer experience strategy
  • Lead Customer Success, Support, Onboarding, and Retention departments
  • Drive metrics like NRR (Net Revenue Retention), CSAT, NPS, and churn reduction
  • Build unified processes across departments to improve every stage of the customer journey
  • Champion customer voice in product, marketing, and operations decisions
  • Oversee service quality, ticketing standards, and multi-language support performance
  • Lead the strategy for onboarding automation, customer education, and loyalty programs
  • Ensure high performance through KPIs, training systems, and management structure
  • Collaborate closely with the CTO, CMO, and COO to align platform experience with customer needs
  • Regularly review data from CRM, WHMCS, Intercom, and user behavior to make decisions
  • Prepare executive reports, customer insights, and forecasts for board and CEO

Requirements:

  • 7+ years in customer success, customer support, or operations leadership roles
  • Experience leading large, distributed customer-facing teams (40+ people across time zones)
  • Proven ability to reduce churn, increase retention, and improve NPS
  • Deep understanding of hosting platforms, SaaS delivery, or infrastructure services
  • Strong command of customer lifecycle strategy, escalation handling, and quality management
  • Familiarity with CRM tools (HubSpot, Salesforce), support tools (Intercom, Freshdesk), and ticket platforms
  • Strategic mindset with hands-on execution ability
  • Fluent in English (additional languages like Arabic, Turkish, or Russian are a plus)

Nice to have:

  • Experience in hosting or tech infrastructure industries
  • Familiarity with WHMCS, cPanel/Proxmox panels, and domain lifecycle flows
  • Background in scaling AI-based or self-service support solutions
  • Experience with customer loyalty, affiliate relationships, and high-touch accounts
  • Strong data analysis and reporting skills
What we offer:
  • Executive salary with equity/token incentives
  • Ownership of global customer operations and impact on strategic direction
  • Collaboration with founders and executive team on scaling operations
  • Dubai-based headquarters access or full remote flexibility
  • High-growth environment with global exposure and responsibility

Additional Information:

Job Posted:
February 24, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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