Chief Customer Officer

Job description

Parachute Health is transforming post-acute care as the leading digital ordering platform for medical equipment and supplies. We connect major health systems, health plans, and suppliers to help patients get the life-saving products they need at home. Since launching, we've connected 300,000+ clinicians and 3,000+ supplier locations across all 50 states and helped 15M+ patients. What started as a DME ePrescribing tool has become the order management platform of choice for home medical equipment. Join our team and make a difference in patient care. ## **About the Role** As Chief Customer Officer at Parachute Health, you own everything that happens after the deal is signed. We are at a growth inflection, moving from a single core product to a multi-product platform, and executing landmark payor and channel partnerships that multiply our delivery load. The company's strategy, products, and pipeline are strong; the constraint on our next chapter is delivery - converting commitments into live, working customers, and making service quality a competitive weapon rather than a liability. This is an execution-first executive seat, engineered to complement a specialized leadership team. You do not own field selling (CRO), growth architecture or strategic partnerships (CGO), the revenue-operations and commercial-systems stack (EVP Revenue Operations, reporting to the CFO), or finance (CFO). You own the customer's experience of Parachute from go-live forward: implementations and delivery, customer support and service, platform operations, and the cross-functional programs that make those work. When our commercial teams make a promise, you are the executive accountable for keeping it - which frees the CEO to stay focused on product, market, and the external agenda. ## **Responsibilities** - Implementation engine: Own end-to-end customer implementations across suppliers, health systems, and payors — including the surge capacity our 2026 payor go-lives demand — with predictable timelines and quality. - Delivery economics: Own the economics of delivery — on-time and on-budget performance, implementation cost, and the direct line from go-live velocity to revenue recognition. Implementation speed is revenue at our transaction-based model; you treat it that way. - Service transformation: Own customer support and service quality end-to-end, with a mandate to materially improve clinician retention, strengthen enterprise escalation management, and build the service operation into a retention weapon. This is the seat's defining first-year deliverable. - Proactive service model: Move service from reactive to proactive — instrumented client-health scoring, early-warning signals, and playbooks that catch at-risk accounts before they churn, built with the lifecycle instrumentation the EVP Revenue Operations maintains. - Client operations: Run the operational functions that serve live customers day-to-day, with clean handoffs to the account-management and customer-success organizations that own the relationships. - Program management: Own company-level program management for the initiatives that cross functional lines. ### **Executive Partnership** - With the CRO: Deliver the implementation and service quality that protects the number she wins; own the operational side of retention. - With the CGO: Operationalize landmark partnerships post-signature — the delivery infrastructure that makes channel pull-through real. - With the CFO & EVP Rev-Ops: Run execution on the instrumentation they build; feed operational reality back into forecasting and planning. ## **The profile we're hiring** - Execution discipline: Trains run on time under you. You have built operating cadences, delivery engines, and service organizations that perform predictably at scale — and 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 the passage we are in, whether inside a SaaS, network, or healthcare-technology business, and you know which systems break at which milestones because you were there. - Service & delivery depth: You have owned customer delivery, support, or client operations directly — ideally including a turnaround — and can point to the numbers: churn reduced, NPS moved, 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 — not as pilots, but as the operating model. - 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 you add heads, and you leave every function more scalable than you found it. **Benefits** - Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums. - Employer HSA Contribution: Company-funded contributions to your Health Savings Account. - 401(k) Retirement Plan - Equity Incentive Plan - Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance. - Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces. - Flexible Vacation Policy - Summer Fridays: 5 additional Fridays off during the summer (separate from PTO). - Home Office and Wellness Stipend - Monthly Internet Stipend - Annual Learning and Development Stipend **Base Salary Band (based on experience and level)** $300,000-$400,000 *California job applicants may access the Notice of Collection of Personal Information and Privacy Policy with information and rights required by the California Privacy Rights Act (CPRA) the link [here](https://www.parachutehealth.com/cpra).* *We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.* ***This role is not eligible for employer visa sponsorship. Applicants must be legally authorized to work in the United States at the time of application and for the duration of employment. The Company does not sponsor employment authorization for this position.***