VP of Customer Success

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Requirements:

• 10+ years of experience in customer success, account management, or related functions within a healthcare SaaS or technology company.
• Proven leadership in scaling customer success teams in high-growth environments, with deep experience building and optimizing customer success playbooks, operating frameworks, and automation tools to scale a rapidly expanding organization.
• Demonstrated ability to build and manage CXO-level relationships within large healthcare organizations while also driving engagement at the frontline provider level.
• Strong leadership skills with a history of mentoring and developing senior-level customer success leaders.
• Experience designing and implementing scalable processes and customer engagement strategies.
• Strong commercial orientation with a proven track record of driving multi-product cross-sell and expansion strategies, maximizing customer lifetime value and revenue growth.
• Strong understanding applications of AI in healthcare and the ability to articulate technical concepts to non-technical stakeholders.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal executives.
• Data-driven mindset with experience using customer success metrics to drive decision-making.

Responsibilities:

• Build, scale and lead a high-performing customer success team.
• Design and execute a best-in-class customer success strategy that drives customer engagement, retention, and expansion while aligning with company’s rapid growth and objectives.
• Establish scalable, data-driven operating system for managing customer success, ensuring seamless onboarding, proactive engagement, risk mitigation, and renewal strategies, to maximize customer engagement and growth.
• Foster deep, trusted customer relationships across all customer levels - from CXOs to frontline physicians - to drive adoption, loyalty, and expansion.
• Partner closely with sales, product, implementations, and marketing to create a seamless customer experience, advocating for customer needs and translating insights into product innovation and business growth.
• Define, track, and optimize key customer success metrics, including Net Promoter Score (NPS), adoption, retention, expansion revenue, and customer health metrics, providing data-driven insights to the executive team.