Vice President, Customer Success - Acute and Payer
P
PointClickCareHealth Tech
USA – Remote, Canada – RemoteFull-TimeVp
SalaryCompetitive base salary + bonus + benefits
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Job Details
- Experience
- 10+ years
- Required Skills
- SalesforceCustomer SuccessAccount Management
Requirements
- Bachelor’s degree required; MBA or advanced degree in a healthcare-related field is an asset.
- 10+ years of Customer Success, Account Management, or related leadership experience.
- At least 5 years leading Customer Success teams in a complex B2B SaaS environment.
- Demonstrated success driving retention, expansion, NRR, and GRR outcomes across large, multi-stakeholder portfolios.
- Proven experience building, scaling, and transforming Customer Success organizations.
- Strong executive presence with the ability to influence and build relationships with C-suite stakeholders.
- Exceptional commercial acumen with experience partnering with Sales teams on renewals and growth strategies.
- Demonstrated ability to collaborate cross-functionally and influence outcomes across Product, Sales, and Support.
- Experience leveraging customer success and CRM platforms such as Gainsight and Salesforce.
- Deep understanding of the acute care and/or payer healthcare landscape, including market dynamics and reimbursement models.
- Comfortable learning new technologies and adapting to evolving priorities.
Responsibilities
- Lead and execute a comprehensive retention and growth strategy for Acute and Payer customers, with accountability for NRR, GRR, expansion revenue, customer health, and overall portfolio performance.
- Define and operationalize customer success frameworks, including health score models, executive business reviews, success planning, risk identification processes, and proactive retention motions.
- Manage and grow a customer portfolio representing approximately $112M in ARR.
- Lead Customer Engagement Transformation initiatives, including program enhancements and value delivery frameworks.
- Drive Customer Success alignment with go-to-market strategies in partnership with Sales and Revenue leadership.
- Establish and lead cross-functional customer risk reviews.
- Champion strategic AI adoption by embedding AI into team strategy and operating models.
- Build, develop, and inspire a high-performing Customer Success organization of approximately 25 team members.
- Build trusted relationships with executive stakeholders across health systems, hospitals, and payer organizations.
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