Vice President of Customer Success

Job Summary

To support the rapid growth of a healthcare technology firm, the full-time remote Vice President of Customer Success will manage the overall health, retention, and growth of the client portfolio while building and scaling the Customer Success organization to deliver exceptional outcomes for payers, providers, and other stakeholders.

Key responsibilities

• Own and grow Annual Recurring Revenue (ARR) through retention and expansion strategies across the client portfolio
• Build and lead a high-performing Customer Success team, including Director-level leaders, while establishing performance metrics and accountability
• Design and implement scalable Customer Success operations, including processes, tools, and reporting, while tracking key performance metrics

Required qualifications

• 8+ years of Customer Success or Account Management experience, with at least 3 years in a senior leadership role in a SaaS or platform business
• Proven success in managing and improving net revenue retention (NRR) and gross revenue retention (GRR) metrics in complex enterprise environments
• Experience in healthcare technology or value-based care is strongly preferred
• Demonstrated ability to build and scale Customer Success teams and processes from the ground up
• Executive presence with the capability to build trusted relationships with C-suite stakeholders in payer and provider organizations