Vice President, Client Success
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Job Description
Vice President building client success for healthcare technology and clinical data solutions. Leading retention, value realization, renewals, and executive health system relationships.
Responsibilities:
- Build and lead the client success function for the Curation Solutions business unit
- Unify client relationship management, reduce client attrition, and ensure measurable value realization across a $150M+ portfolio
- Own the end-to-end client success lifecycle from post-sales onboarding through value realization and retention
- Own gross revenue retention and identify growth opportunities for Commercial to drive upsell and expansion
- Establish health scoring, tiered engagement models, escalation frameworks, early-warning triggers, recovery playbooks, and client success processes
- Create a value realization methodology to articulate partnership ROI and address cost/value challenges
- Drive adoption of client-facing technology platforms through training, onboarding, demos, technical support, troubleshooting, feedback, and roadmap updates
- Own risk and attrition management, including post-mortem analysis, root-cause documentation, preventive action tracking, and senior leadership reporting
- Establish cross-functional playbooks and closed-loop feedback processes across Product, Support, Commercial, Clinical Services, Operations, Advisory, and Growth
- Directly manage, recruit, coach, develop, and retain the Client Success team
- Define client coverage, touchpoint, documentation, escalation, and career progression standards
- Serve as primary liaison between Client Success, Clinical, and Commercial leadership
- Partner on renewal strategy, expansion identification, retention planning, invoicing, billing, pricing, and renewal negotiations
- Collaborate with Product and Marketing to represent client feedback in roadmaps and messaging
- Design handoff protocols with Implementation teams
- Personally manage strategic and complex health system client relationships, including C-suite engagement and Executive Summits
- Design refreshed Quarterly Business Reviews for Tier 1 accounts
- Report gross revenue retention, client health trends, NPS trajectory, churn risk, and corrective actions to senior leadership
- Represent Client Success in executive leadership meetings, M&A integration planning, and board-level discussions as needed
Requirements:
- 10+ years of progressive experience in client success, account management, or customer operations in B2B healthcare technology, health services, or clinical data management
- 5+ years in a leadership role managing client-facing teams of 10+ people
- Demonstrated success in reducing churn and improving net revenue retention
- Deep experience working with health systems, hospital quality teams, or multi-facility healthcare organizations
- Proven ability to build or significantly transform a client success function, including health scoring, tiered engagement models, escalation frameworks, and playbooks
- Strong executive presence and comfort engaging C-suite stakeholders at large health systems
- Analytical mindset with experience using data to drive client health decisions, identify risk patterns, and report on retention outcomes
- Demonstrated ability to work cross-functionally across Commercial, Operations, Product, and Finance
- Excellent written and verbal communication skills
- Bachelor’s degree or equivalent experience
- Familiarity with Salesforce and customer success platforms such as Gainsight, Totango, ChurnZero, or similar
- Familiarity with CMS quality programs, clinical registries, or hospital regulatory
- Background in clinical registry services, quality reporting, or outsourced healthcare data management is preferred
- Experience managing through a platform migration or major product transition with an existing client base is preferred
- Ability to travel up to 25%
Benefits:
- Annual cash bonus
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) plan
- Fully remote work within the United States
- Up to 25% travel
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