Appointment Elevates the Voice of the Customer to Maximize Value, Drive Innovation and Support Customer Growth at Every Phase of Their Journey
Recurly, a leading subscription management and billing platform, has added a strategic C-suite hire to the executive leadership team with the appointment of Rachel Sheriff as Chief Customer Officer (CCO). Sheriff has extensive experience building and scaling global customer success organizations and will serve as a strong advocate of Recurly’s customer-first culture.
“Great CX leaves you feeling seen, heard and appreciated. As CCO, my team and I are guardians of that experience”
In this new role, Sheriff will leverage over two decades of experience delivering exceptional customer experience (CX) through technology, data, scale and creativity. She has built many revenue oriented CX teams with a focus on value realization across the customer lifecycle.
“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, making sure we take their perspectives and needs into account for everything we do. 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.”
As Recurly’s CCO, Sheriff will lead the customer success, technical support and professional services teams and oversee all aspects of CX strategy – focused on enhancing value delivered to customers and supporting innovation and growth. She and her team will also work closely with the product and sales teams to ensure customer needs and opinions are being heard across all of Recurly.
“Great CX leaves you feeling seen, heard and appreciated. As CCO, my team and I are guardians of that experience,” said 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. Recurly gives customers a way to capture predictable revenue and enable growth that is so critical across all industries, especially in today’s constantly changing economy.”
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Sheriff’s approach to CX is centered on forming proactive strategic partnerships that foster adoption, growth, and tangible value across the entire customer lifecycle. Before joining Recurly, Sheriff was the CCO at Eptura, where she led the professional services, customer success, customer support and renewals organizations. She has also held senior leadership positions at LogicMonitor, Accruent, Bazaarvoice, JWT and Digitas, gaining valuable experience working with global Fortune 100 customers, managing M&A integrations, and navigating complex product suites.
This news comes on the heels of Recurly’s move to reshape the consumer subscription landscape, empowering brands to meet subscribers where they are and scale with an innovative lifecycle engagement solution. As noted in Recurly’s recent State of Subscriptions research, lack of scalability inhibits revenue growth, making the right subscription technology stack indispensable. It’s imperative that brands invest in a robust subscription management and recurring billing platform to optimize financial resources and streamline subscription operations.
In 2023, the average return on investment (ROI) achieved by Recurly customers was 14x. Visit https://recurly.com/customers/ to learn more about the high-growth brands that rely on Recurly’s subscription management platform to grow subscriptions faster, smarter and stronger.
