Designing Customer-Centric Finance with Jacob Moelter, COO & CFO at SupportNinja
Update: 2025-11-25
Description
In this episode of CFO Weekly, Jacob Moelter, Chief Operating Officer and Chief Financial Officer at SupportNinja, joins Megan Weis to explore how modern CFOs are transforming customer experience from a cost center into a strategic growth lever. Jacob brings extensive experience in finance and operations across public and private companies, with a deep background in investor relations, FP&A, and outsourcing services.
With his unique perspective on connecting financial metrics to customer outcomes, Jacob shares how finance leaders can leverage data to drive retention, improve unit economics, and design hybrid AI-human service models that balance efficiency with empathy. Currently serving as COO and CFO at SupportNinja, Jacob oversees the strategic evolution of omnichannel support solutions that help fast-growing companies elevate their customer experience while driving measurable financial returns.
What You'll Learn:
- Why CFOs must view customer experience as a revenue driver rather than just a cost center
- How to quantify the ROI of CX investments using unit economics and customer journey analysis
- Strategies for designing hybrid AI-human service models that optimize both efficiency and empathy
- The critical metrics CFOs should track to connect CX improvements to financial performance
- How AI is creating a skills premium for human agents rather than replacing them
- The future of the CFO role as architect of growth, experience, and organizational design
Learn more about Jacob:
Episode resources:
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Previous guests include: Tom McDermott, CFO at Career Certified, Claire Bramley, CFO at Teradata, Chris Miles, Founder of Money Ripples, Ranil DeSilva, CFO & COO at CARE, Jordan Grumet, Financial Independence Expert & Host of Earn & Invest & William Washington, Global CFO at Baker McKenzie
Check out some of our most recent episodes:
- Driving Value Beyond Finance with Tom McDermott
- Why CFOs Are the Chief Everything Officers with Claire Bramley
- Why Traditional Financial Advice Fails and What To Do Instead with Chris Miles
- NGO Finance Secrets: CARE’s $900M Strategy with Ranil DeSilva
- What Lights You Up? with Jordan Grumet
- Become a Lean Six Sigma Master Black Belt with William Washington
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