VP, Customer Success
New
US, collaboration across multiple time zonesFull-TimeVp
Salary234,000 - 286,000 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- Cross-functional Team LeadershipStakeholder managementChange Management
Requirements
- Bachelor’s degree required; Master’s degree or MBA strongly preferred.
- 10+ years of leadership experience in Customer Success or related functions, ideally within healthcare or health plan environments.
- Experience managing large, complex national accounts (10M+ lives preferred).
- Proven ability to lead large teams and drive enterprise-level customer success strategies at scale.
- Strong financial acumen with experience owning P&L, forecasting, and strategic budgeting.
- Demonstrated success operating in highly matrixed organizations and driving cross-functional alignment.
- Strong executive presence with the ability to influence and negotiate at the C-suite level.
- Ability to translate complex client needs into scalable, win-win solutions.
- Skilled in communication, including delivering challenging messages constructively with solution-oriented framing.
- Strong leadership capabilities in change management, strategic thinking, and stakeholder engagement.
Responsibilities
- Define and execute a comprehensive enterprise customer success strategy aligned with broader organizational goals and national account requirements.
- Lead, coach, and develop high-performing Customer Success teams while fostering a culture of accountability and excellence.
- Act as executive sponsor for key national accounts, building trusted relationships with C-suite stakeholders and decision-makers.
- Own customer P&L performance, including revenue growth, retention, EBITDA contribution, forecasting, and budgeting.
- Design and implement scalable operating models that support complex, multi-state, multi-LOB healthcare clients.
- Establish and monitor KPIs, SLAs, and customer health metrics across enterprise and sub-account levels.
- Collaborate cross-functionally with Sales, Product, Engineering, Delivery, and Consulting to ensure seamless client experience and outcomes.
- Influence product roadmap and service evolution based on client insights, market trends, and performance analytics.
- Represent the organization as a thought leader in industry events, executive forums, and advisory boards.
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