VP of Customer Success



Customer Service, Sales & Business Development
Posted on Friday, June 2, 2023

The VP of Customer Success is an essential leadership role responsible for adoption, retention, and growth within our existing customer portfolio. You will be the executive primary point of contact for our clients and will work closely with them to understand their needs and help them achieve their desired outcomes. You will work closely with cross-functional teams to ensure the delivery of high-quality SaaS solutions leading to customer satisfaction. This role will report directly to the SVP of Commercial Growth.

Essential Duties and Responsibilities

Candidates must be able to demonstrate a strong track record of performance within the past five years in the following duties and responsibilities:

  • Lead, manage, and grow the customer success team, including setting goals, developing strategy, and ensuring the successful execution of customer success initiatives.
  • Accountable for expanding revenue and coaching CSMs to actively identify and execute upon upsell and cross-sell opportunities in order to meet company growth objectives.
  • Build and maintain strong executive relationships with our clients, and act as the primary escalation point for all client-related matters.
  • Leverage strong problem-solving skills and a deep understanding of the needs and goals of our clients to effectively solution in order to drive adoption, retention, and growth.
  • Establish loyalty, advocacy, and referral program(s in coordination with Sales, Marketing, and Client Services.
  • Champion client priorities with senior leadership; Collaborate and communicate with product and engineering to influence client success initiatives within the product roadmap.
  • Maintain expert-level product knowledge of existing and new features and functionality.
  • Provide consistent feedback to the Engineering and Product teams to assist in successfully launching new product features and provide insight into what our customers want and need from our product.
  • Identify and lead customer experience improvement opportunities.

Qualifications for Candidacy

Candidates must demonstrate experience, results, and references in the following areas:

  • 7+ years of leading Customer Success teams in a SaaS-based product environment within the Healthcare vertical.
  • An established hands-on leader with a track record of building and leading a highly motivated strategic team through periods of rapid revenue and organizational growth.
  • Excellent relationship-building skills with the ability to connect with healthcare professionals across a variety of roles (executive leaders, decision-makers, physicians, administrative leaders, etc).
  • Track record of establishing a culture of accountability, applying processes and quantitative KPIs to ensure alignment.
  • Fluent in forecasting, pipeline analytics, and compensation planning; experience in the reporting and metrics required to manage and communicate customer health
  • Understands the determination, energy, drive, passion, and ingenuity it takes to grow and scale an entrepreneurial business.
  • Embraces change and ambiguity within an organization as a natural part of scaling the first-of-its-kind solution in the market.
  • Executive and Board level engagement and communication skills, including the ability to articulate and deliver clear and concise messages internally/externally with excellent presentation skills.
  • Overall recognized as an individual with outstanding leadership skills, professionalism, communication, and collaboration, capable of inspiring others around a vision and plan.
  • Willingness to travel as required to meet with clients and experience managing remote teams.