Rachel Sheriff's Appointment as CCO: A Win for Customer Success
Recurly, a leading subscription management and billing platform, has made a strategic move by appointing Rachel Sheriff as its new Chief Customer Officer (CCO).
This strategic hire underscores Recurly's commitment to maximizing customer value, driving innovation, and supporting customer growth at every phase of their journey.
Why This Matters for Customer Success Professionals
Enhanced Customer Experience
Rachel Sheriff brings over two decades of experience in delivering exceptional customer experience (CX) through technology, data, and creativity.
Her approach will ensure that Recurly's customers feel seen, heard, and appreciated.
Customer-Centric Product Development
As CCO, Rachel will advocate for customers' needs in product development, ensuring their voices are integral to executive leadership discussions.
This aligns with the importance of customer success in shaping product development.
Proactive Strategic Partnerships
Rachel's focus on forming proactive strategic partnerships will foster adoption, growth, and tangible value across the entire customer lifecycle.
This is key for driving business growth and enhancing customer satisfaction, as highlighted in our modern customer success strategies.
Comprehensive CX Strategy
Rachel will lead the customer success, technical support, and professional services teams, overseeing all aspects of CX strategy.
This holistic approach is key for delivering an outstanding client journey.
Rachel's extensive experience includes senior leadership roles at Eptura, LogicMonitor, Accruent, and Bazaarvoice, where she built and scaled global customer success organizations.
Her appointment comes as Recurly continues to reshape the consumer subscription landscape, empowering brands to scale with innovative lifecycle engagement solutions.
CEO's Perspective
“At Recurly, we approach everything with the customer at the center and are committed to elevating the subscriber experience,” said Joe Rohrlich, CEO at Recurly.
“I’m thrilled to welcome Rachel to the team and bring the voice of the customer to executive leadership discussions. Rachel’s experience and passion for championing the customer will be invaluable as we continue to focus on growth and delivering exceptional value to our customers and partners.”
Rachel Sheriff's Vision
“Great CX leaves you feeling seen, heard, and appreciated. As CCO, my team and I are guardians of that experience,” said Rachel Sheriff.
“Recurly’s customer-centric approach aligns with my passion to partner with customers throughout their lifecycle journey. I’m excited to help maximize the value they get from our solutions, celebrate their wins, and also help them navigate challenges.”
For those interested in learning more about the role of a CCO and its impact on customer success, check out my guides on what makes a great customer success manager and the importance of customer success in today's business landscape.
As the customer success industry continues to evolve, appointments like Sheriff's highlight the growing importance of customer-centric leadership in driving business growth and innovation.
Stay tuned to The CS Cafe for more insights on customer success trends and strategies.
-Hakan