Head of Customer Success

Title:

Head of Customer Success

Reporting to:
Chief Revenue Officer

Location/Travel:
This position can be based remotely in the US. ~30% Travel Required

Company Revenue: ~$80M (targeting $250M growth trajectory)

Customer Base: 125+ Health System Clients

Opportunity

We are seeking a results-driven and customer-obsessed Vice President of Customer Success to lead and scale our enterprise customer success organization. Reporting directly to the Chief Revenue Officer, this executive will be accountable for ensuring our clients realize maximum value from our precision care products and solutions—driving retention, expansion, advocacy, and measurable clinical and operational outcomes.

As our company accelerates from $80M to $250M in revenue, the VP of Customer Success will play a pivotal role in building a world-class, data-driven, and scalable success model that aligns customer satisfaction with company growth objectives.

Internal Final date to receive applications:
Friday, December 5

Responsibilities

Customer Success Strategy & Leadership

• Define and execute a comprehensive customer success strategy that drives retention, adoption, and expansion across the 125+ health system client base.

• Build and mentor a high-performing organization of account principals.

• Establish a clear operating rhythm and success framework that aligns customer lifecycle management with revenue growth objectives.

Revenue & Retention Impact

• Drive net revenue retention (NRR) and gross retention (GRR) through proactive account management, executive engagement, and measurable customer outcomes.

• Collaborate closely with Sales, Marketing, and Product to identify upsell and cross-sell opportunities based on demonstrated customer ROI.

• Serve as a senior customer advocate, ensuring voice-of-customer feedback shapes roadmap priorities and service delivery.

Operational Excellence

• Develop consistent metrics and dashboards to track customer health, usage, renewal, and NPS across the enterprise customer portfolio.

• Partner with the CRO, Product, and Implementation leaders to optimize customer onboarding, adoption, and renewal processes.

• Leverage AI-driven insights and automation to enhance the customer experience, proactively address risk, and surface new value opportunities.

• Create scalable playbooks for customer engagement across tiers—from high-touch strategic health systems to tech-enabled accounts.

Cross-Functional Collaboration

• Partner with Product Management to translate customer insights into roadmap enhancements that increase adoption and stickiness.

• Work with Implementation teams to ensure smooth go-lives and rapid time-to-value for new deployments.

• Align with Finance to forecast renewals, model churn risk, and track renewal velocity.

Requirements

Required

• 10+ years of experience in Customer Success, Account Management, or Client Services within SaaS, digital health, or HCIT environments.

• Proven track record of leading enterprise customer success teams at scale—driving retention and growth from $50M+ to $200M+ in ARR.

• Deep understanding of healthcare provider operations, health system buying cycles, and value realization frameworks.

• Data-driven mindset with experience implementing customer success platforms and KPIs that link directly to revenue performance.

• Executive presence and communication skills capable of influencing C-suite stakeholders in large health systems.

• Inspirational leadership style with the ability to build, coach, and retain high-performing teams.

Preferred

• Experience in AI-enabled healthcare solutions or digital engagement platforms.

• Bachelor’s degree required; MBA or advanced degree preferred.

• Experience integrating customer success with product-led growth or AI-first SaaS environments is highly desirable.

Attributes of the Ideal Candidate

• Customer Evangelist:
Passionate about measurable customer outcomes and advocacy.

• Builder & Operator:
Skilled at designing and scaling teams, systems, and playbooks for rapid growth and cross-sell.

• Strategic Influencer:
Able to balance enterprise relationship management with operational rigor.

• Analytical Leader:
Driven by data, with a bias toward action and…