CCO is the Next CEO

One of the most universally praised sessions from last year’s Customer Success Meetups was led by Emmanuelle Skala. Ambition runs deep in our community—comprising founders and driven leaders—so it’s no surprise her session resonated so strongly.

Companies that prioritize customer success consistently outperform their peers. Yet, far too few CCOs make the leap to the corner office. If you’re a Chief Customer Officer aspiring to become a CEO, now is the time to seize the moment.

Here are some of my favorite takeaways from Emmanuelle’s session. For more insights like this, join us on February 5th in San Francisco for the first Customer Success Meetup of the year!

1. Leverage Your Unique Perspective

As a CCO, you have a deep understanding of the customer journey and how it drives business outcomes. This insight is invaluable, and yet it’s often undervalued. Start by positioning yourself as a strategic leader who connects the dots between customer success and organizational success. Advocate for a company-wide customer experience strategy that spans every touchpoint—from first contact to renewal and expansion.

Action Step: Create a vision for the ideal customer journey at your company. Share it widely and collaborate with other teams to align efforts toward this unified vision.

2. Seek Out “Catapult Experiences”

The leaders who leapfrog into CEO roles often have standout moments in their careers—what research calls “catapult experiences.” These could include leading a turnaround, managing a crisis, or driving unprecedented growth. Look for opportunities to tackle high-stakes projects where you can showcase your ability to lead through complexity.

Action Step: Volunteer for challenging cross-functional initiatives or take on a failing project that needs a turnaround. These experiences will set you apart.

3. Broaden Your Horizons

To become a CEO, you need to step outside your swim lane. Data shows that 75% of divisional leaders who became CEOs had experience in functions like sales, marketing, or finance. Expanding your skills and understanding other parts of the business will make you a more well-rounded leader.

Action Step: Spend time with your peers in other departments. Shadow their teams, learn their challenges, and build cross-functional empathy. Think of your peers—not just your direct reports—as your team.

4. Master the Numbers

Many CCOs struggle with financial literacy, but this is a non-negotiable skill for CEOs. Understanding key metrics like NRR, gross margin, and how your team impacts the income statement is critical to demonstrating your readiness for the top role.

Action Step: Partner with someone in finance to deepen your understanding of financial statements and metrics. Learn how your team’s work influences the company’s bottom line.

5. Own Your Role in Revenue Generation

The outdated mindset that customer success should be “neutral” on revenue must go. CEOs need leaders who actively drive growth. As a CCO, you’re already influencing revenue through renewals, upsells, and customer retention. Lean into that role, and don’t shy away from monetizing customer success efforts.

Action Step: Identify ways your team can directly or indirectly drive revenue. Consider premium services, lead generation for sales, or insights that lead to new product opportunities.

6. Double Down on Soft Skills

In today’s complex business environment, soft skills like emotional intelligence, listening, and stakeholder engagement are more critical than ever. These are areas where CCOs naturally excel. Use these strengths to build trust and alignment across teams and with your executive peers.

Action Step: Practice stakeholder engagement by having “meetings before the meeting.” Build consensus with key players ahead of big decisions to ensure alignment.

Your Roadmap to the Corner Office

The journey from CCO to CEO is entirely within your reach, but it requires intentional effort. Focus on three core pillars:

• Strategy: Define and champion a customer-centered vision.

• Team: Collaborate with peers and lead beyond your immediate function.

• Numbers: Sharpen your financial acumen and make your revenue impact clear.

This is your moment to step up, challenge yourself, and lead. Choose one area from this guide to focus on tomorrow—and start building the path to the corner office today.

You’ve got this.