How consumption and agentic AI raise CCO stakes

Alexis argues consumption models and agentic AI make retention and upsell more critical.

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Episode notes

When the Chief Customer Officer role first emerged in SaaS, Alexis Hennessy was already there—helping define it. Twelve years ago, she co-founded the post-sales executive search practice inside Heidrick & Struggles, one of the world’s premier search firms. She witnessed the rise of the CCO, the collapse of the role during the downturn, and now the fastest resurgence the market has seen in years.

In this episode, Alexis breaks down why retention has become existential, why CCO hiring has spiked again, and what the best CCO candidates consistently do to stand out. She details the patterns behind successful hires, the emergence of consumption and AI-driven operating models, and why the path from CCO to CEO may finally be opening wider than ever.

A practical and unfiltered look into the future of post-sales leadership—from the person helping shape who gets the top jobs.

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Timestamps

0:00 – Preview & Introduction

1:22 – Meet Alexis Hennessy: Partner at Heidrick & Struggles

2:02 – Many CEOs Still Don’t Know What They Want

4:10 – What CEOs Want in a CCO

5:16 – What Great CCO Candidates Do in Interviews

6:15 – Why CCO Hiring Is Surging Again

7:25 – What Sets VP Candidates Apart When They Want to Move Up

9:00 – Are Boards Demanding AI Experience?

10:45 – What the Best CCO Hires Do in Their First Year