VP of Customer Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
VP of Customer Success managing revenue performance through customer success for healthcare AI solutions. Building teams and strategy while engaging with strategic accounts in a fast-paced environment.
Responsibilities:
- You will directly own: Net Revenue Retention (NRR) targets, Renewal execution and forecasting, Expansion and upsell revenue from existing customers, Executive visibility into churn risk and ARR at risk
- Forecast renewals, churn risk, and expansion pipeline with high accuracy
- Build dashboards tracking NRR, GRR, health scores, time-to-value, and expansion signals
- Align CS compensation and KPIs to revenue outcomes
- Partner closely with Sales leadership on account planning and expansion motions
- Define and execute the end-to-end Customer Success strategy aligned to ARR growth
- Build and scale CS teams (initially 5–15, then beyond) with strong frontline leadership
- Serve as executive sponsor for top enterprise and strategic accounts
- Personally manage and rescue at-risk and high-value accounts when needed
- Establish scalable playbooks for onboarding, adoption, renewal, and expansion
- Own core CS metrics: NRR, GRR, Expansion ARR, Time-to-Value, CSAT, and Health Scores
- Implement early-warning systems to detect churn risk before escalation
- Own CS tooling (CRM, CS platforms, analytics) to support predictability and scale
- Partner with Finance on revenue forecasting and board-level reporting
- Partner with Product to ensure roadmap aligns to retention and expansion signals
- Work with Engineering to address delivery risks impacting customer outcomes
- Collaborate with Marketing on customer advocacy, case studies, and expansion campaigns.
Requirements:
- Has Healthcare SaaS experience selling to health systems or medical groups (not consumer health or pharma)
- Has built CS teams from scratch (not only managed large inherited organizations)
- Is metrics-obsessed and fluent in NRR, churn, expansion, and health scoring
- Is a player-coach willing to manage strategic accounts personally
- Views CS as a revenue function, not a support function
- Is comfortable explaining AI and automation value to healthcare executives
- Has strong executive presence with CIOs, CMOs, and CFOs
- Thrives in startup environments with ambiguity, pressure, and rapid execution
- 10+ years in Customer Success, Account Management, or Client Services
- 5+ years in senior leadership roles (Director or VP)
- Proven ownership of NRR and expansion ARR in B2B SaaS
- Healthcare or health-tech industry experience strongly preferred
- Strong executive and board-level communication skills
- Data-driven operator with experience scaling CS organizations
Benefits:
- Competitive executive-level compensation
- Performance-based incentives tied to NRR and expansion
- Equity participation
- Health, Dental, and Vision Insurance
- Remote-first, flexible work environment
Similar Jobs
Client Success Associate
Client Success Associate ensuring contract management and client satisfaction for Ascend Technologies. Supporting the CSX team in operations and data processing with a focus on client needs.
Senior Customer Success Manager
Customer Success Manager at Nsight Health managing strategic customer accounts with a focus on retention and growth. Leading complex client conversations and using data for measurable outcomes.
CRM Admin Intern
CRM Admin Intern managing customer relationships at Abhyaz remotely. Engaging in core CRM functions and providing support to users.
Implementation & Customer Success Specialist, B2B SaaS – Mining / FIFO Operations
Implementation & Customer Success Specialist leading client deployments and managing relationships for a B2B SaaS platform in mining and construction sectors.
Senior Client Success Manager
Senior Client Success Manager leading a team of Account Managers at Infinity Business Services. Ensuring client satisfaction and operational excellence in a remote position.
Enterprise Customer Success Manager
Enterprise Customer Success Manager focusing on customer success and retention for MariaDB solutions. Engaging with clients to support and drive adoption for business goals while maximizing value.
Client Success Manager
Client Success Manager nurturing long-term relationships with enterprise clients. Driving satisfaction, retention, and advocacy for Safeguard Global's services.
Partner Success Engineer
Partner Success Engineer ensuring successful adoption of Deepgram APIs and driving partner relationships to create mutually beneficial outcomes. Engaging with partners and stakeholders to support their technical solutions.
Senior IT Customer Success Manager, UK – English-speaking countries
Senior IT Customer Success Manager overseeing UK customer relationships and multiple projects. Leading technical support, onboarding, and long-term account management for SaaS platform.
CRM Operations Manager
CRM Operations Manager at NerdWallet overseeing automated email and push campaigns for customer engagement. Responsible for campaign builds, workflow automation, audience segmentation, and CRM platform administration.
Customer Success Representative II
Customer Success Representative ensuring positive experiences for auto refinance customers in a remote setup. Handling escalations and maintaining legal compliance through quality assurance processes.
Enterprise Customer Success Manager
Enterprise Customer Success Manager at Waitwhile managing client relationships in North America. Driving product adoption and collaborations with cross-functional teams.
Client Experience Manager
Client Experience Manager overseeing client relationships and operational needs for Tixr's platform. Fostering growth and satisfaction through effective communication and service excellence.
Customer Success Manager
Customer Success Manager at a healthtech firm managing B2B partnerships. Focused on onboarding, retention, and operational efficiency across the customer lifecycle.
Junior CRM Consultant, Marketing Automation
Junior CRM Consultant focusing on Marketing Automation at MAI Marketing Automation Intelligence. Supporting operational implementation and continuous optimization of data-driven marketing processes.
Senior CRM Consultant – Marketing Automation, HubSpot
Senior CRM Consultant specializing in Marketing Automation with HubSpot focus. Join MAI Marketing Automation Intelligence agency for innovative marketing strategies in a remote setting.
Customer Success Manager – Enterprise
Senior Customer Success Manager at Scribe managing relationships with enterprise customers. Driving adoption, expansion, and ensuring customer satisfaction with Scribe’s solutions.
Director of Operations
Director of Operations for Salesforce's Missionforce Customer Success Group, revolutionizing U.S. national security operations with AI-powered workflows. Leading complex projects and managing executive communications in a high-growth business segment.
Customer Success Manager
Customer Success Manager managing customer relationships and adoption of VR training simulations for career success. Focused on understanding customer needs and driving product utilization.
Senior AI Strategic Customer Engagement Manager
Strategic Customer Engagement Manager at Workday driving AI revenue growth through executive engagements and innovative solutions. Collaborating with sales and product teams to shape AI strategy in enterprises.