Vice President of Customer Success

As the Vice President of Customer Success, you will be the pioneering leader responsible for building and scaling our customer success function. Reporting directly to the Chief Growth Officer, you will serve as a “player/coach” in the early stages—managing all aspects of customer engagement, driving utilization, and fostering relationships with a wide array of healthcare customers, including large health systems, health plans, and primary care networks. Your strategic vision, operational excellence, and deep understanding of healthcare dynamics will be key to unlocking growth and ensuring long-term customer satisfaction.

What You Will Do:

Strategic Leadership:

​Develop and execute a comprehensive customer success strategy aligned with the company’s vision and goals Establish and monitor key performance metrics to drive continuous improvement in customer satisfaction and retention Think strategically to identify and unlock additional growth opportunities across our customer base

Customer ARR Growth:

​Develop and execute ARR expansion strategies for existing customer accounts Create customized growth plans within different customer segments and expand platform adoption across all customers (small and medium sized practices, complex healthcare organizations, etc. Develop and implement upsell and cross-sell programs and playbooks. These could include, analyzing customer health scores and correlation with growth, forecast  accuracy for expansion revenue Design metrics and dashboards for monitoring growth initiatives, reporting and analysis frameworks Create value-based pricing strategies for additional modules and services Develop partnership to cultivate growth and expansion

Customer Engagement:

Collaborate closely with other teams to ensure smooth implementation and adoption of our cognitive screening software solutions Drive utilization initiatives by managing relationships at multiple levels across large enterprise accounts, including large health systems, health plans, and primary care networks Build and maintain strong, long-term relationships with key healthcare customers, understanding their unique challenges and needs Ensure strong customer satisfaction with NPS of >85%, customer ROI growth, and zero customer churn
​ Operational Excellence: Develop, implement, and continuously refine a comprehensive Customer Success playbook that includes regular success metrics, business reviews, and proactive discussions on growth opportunities Implement customer success programs such as scheduled account reviews, training sessions, and customer advocacy initiatives Oversee the creation and management of a robust renewals process, ensuring timely escalation and resolution of customer issues while maximizing retention Leverage strong project management competencies to coordinate cross-functional initiatives and ensure operational excellence
  Cross-functional Collaboration: Act as the voice of the customer within the organization, conveying insights and feedback to influence product development and service enhancements Partner with marketing and sales teams to identify upsell and cross-sell opportunities that drive revenue growth
  Team Development and Management: This role will be the first CS role at the company and will be expected to focus on building out the customer success function from the ground up Plan for future team expansion as the function evolves, and mentor early hires as needed Collaborate with sales, product, and technology teams to ensure a seamless customer experience

What You Bring to the Table:

Bachelor’s degree in Business, Healthcare Administration, Technology, or a related field; an MBA or advanced degree is a plus Minimum of 10+ years in a client-facing role with proven success managing enterprise-level relationships; healthcare experience for some of those years is preferred Extensive leadership experience in customer success, account management, or a related role within the software technology or healthcare sectors Demonstrated ability to drive customer engagement, utilization, retention, and revenue growth in a SaaS or tech-enabled service environment Proven experience in managing relationships across large enterprise logos and driving utilization initiatives within large health systems and health plans Strong project management competencies combined with strategic thinking skills to drive and unlock additional growth opportunities Experience building and implementing a comprehensive Customer Success playbook is required Experience creating and driving an efficient renewals process is preferred Exceptional communication, interpersonal, and leadership skills with a proven ability to build strong cross-functional relationships Comfortable serving as the initial "builder" in the role with a hands-on, player/coach approach to establishing and scaling the customer success function

Preferred Skills:

Strategic mindset with a strong vision for evolving customer success practices Data-driven decision-maker capable of leveraging analytics to drive meaningful improvements Proven track record of expanding and scaling customers, particularly large health systems and healthcare enterprises Proven ability to operate in a fast-paced, innovative environment and manage multiple priorities Proficiency with CRM systems and customer success platforms

Why Join Us:

Work in a dynamic, innovative environment at the forefront of healthcare technology Play a key role in shaping the customer experience and driving the success of cutting-edge cognitive screening solutions Be a foundational leader in building a new customer success function, with significant growth opportunities as the organization scales Collaborate with a passionate team committed to making a positive impact on patient care and healthcare delivery