For Chief Customer Officer (CCO)s

Chief Customer Officer is the executive-level commitment to retention. About 60% of large-cap public SaaS now name a CCO (or CCSO, COO with CS scope, CRO with retention mandate). Cust tracks who's in the role at every public SaaS company we cover, plus comp formulas from DEF 14A proxies — including which companies tie CCO bonus to NRR.

Common questions

Which public SaaS have named CCOs?

100+ companies. Browse /cs-context/named-cco/ for the full list with names, titles, year started, and reporting structure.

Whose comp is tied to retention metrics?

26+ companies disclose this in their proxy statement (DEF 14A). The formulas range from NRR-percentile bonuses to flat NRR ≥ 110% triggers.

Does the CCO usually report to CEO or CRO?

Roughly 70% report to CEO directly. The remainder report to CRO (commercial-led structure) or COO (operations-led).

Should I tie my OTE to retention?

If your company is consumption-priced, yes — NRR is a clean measurable. If subscription-priced with multi-year mix, GRR is the cleaner target (NRR is too noisy from expansion deals).

Top resources

• All companies with named CCOs
• AE-to-CSM ratio (CS investment signal)
• Biggest CS teams
• Highest NRR leaderboard
• CSM:customer ratios by ACV
• Initiative trends across SaaS
• Glossary of CS metrics

Other roles

• VP of Customer Success — Where the buck stops on retention. Here's what the data says about your peers.
• Customer Success Manager (CSM) — Frontline retention work. Here's the data that frames your career + your accounts.
• SaaS CFO — How to read retention metrics through a finance lens. NRR, RPO, magic number, Rule of 40.