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If you asked ten SaaS leaders to draw a Customer Success org chart, you would get ten different answers.
Where does CS report? Who owns renewals? Is Support a separate function?
The old blueprint is obsolete.
We sat down with Justin Chappell, Head of Digital Strategy at OneTrust, to break down what a modern Chief Customer Officer organization actually looks like in 2026.
The CCO org chart isn't just evolving. It is splitting into two distinct layers.
The Foundation Remains
The core of the organization still rests on the traditional pillars. You still need Enterprise and Mid-Market CSMs to manage relationships. You still need Support to handle fires. You still need Professional Services for onboarding.
Those roles are the "workhorses." They aren't going anywhere.
But the way they connect is changing.
The Strategic Engine (CS Ops)
The real story is in CS Ops.
In the old world, CS Ops was a back-office function. It was where you sent ticket requests when Salesforce broke.
In 2026, CS Ops is the strategic engine of the entire CCO organization. It determines how well everything else scales. It is no longer about fixing reports. It is about building the infrastructure that allows you to scale revenue without scaling headcount.
The 4 New AI Roles
This shift demands new roles that didn't exist eighteen months ago. You need people who can design, manage, and optimize agentic workflows.
Justin outlines four specific roles every CCO should be scoping right now.
AI Operations Analyst
This person reports to CS Ops. They monitor and optimize AI-driven workflows. They are the quality control layer between your AI tools and your customers to ensure the bots are actually improving outcomes.
CX Automation Engineer
This role sits within Systems & Technology. While the Systems team owns the stack, this person builds the connective tissue between your CRM, your CS platform, and your AI models.
Digital Journey Orchestrator
The old "Content Creator" role is dead. This new role is about orchestrating dynamic experiences that adapt to customer behavior in real time. They don't just publish content. They design the logic that delivers it.
Predictive Insights Manager
This is the shift from proactive to predictive. Instead of reacting to churn signals, this role builds models to identify at-risk accounts before the warning signs appear.
Fix the Foundation First
There is a catch.
You cannot just hire these roles and hope for the best.
Justin’s advice is simple. Start with your CS Ops function. If you don't have a strong Scaled Success motion and a systems team running on sprint cadences, you are not ready for the AI layer.
Get the foundation right first. Then layer in the AI roles where they will have the most impact.
The companies that figure this out won't just retain more customers. They will scale their organizations without exploding their payroll.
That is the game we are all trying to win in 2026.
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We’re building this for Chief Customer Officers who actually care about getting better.
If you have a peer who thinks deeply about retention, AI, org design, or just wants to be sharper — forward this to them.
The room gets better when the right people are in it.
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