VP of Customer

ABOUT US

Hirex Hire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.

We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.

Location:

Chicago, IL HQ

Industry: Healthcare Technology (SaaS)

Company Size: 100+

What They Do:
Our client is a cloud-based software platform and patient engagement technology that automates the collection of patient reported outcomes. It also offers procedure-specific education modules to help prepare patients for treatments and proactively monitors their recovery.

Contact Hirex Hire for more client information

Our client is hiring their first VP of Customer Growth — a revenue-generating commercial leader who will own net revenue retention, expansion ARR, and the strategic account program across our client's full customer base. This is not a traditional CS role. The VP Customer Growth carries expansion quota, builds a CS-as-revenue model, and leads a team that includes Customer Success-Enterprise, Outcomes Research & Registries, and Customer Success-Specialty Practice.

The incoming leader will inherit a strong team, a clear structure, and a commercially ambitious mandate: grow NRR to 120%+ while protecting and expanding relationships with some of the most consequential health systems and specialty practices in the country.

• Own the full NRR and expansion ARR targets for our client— the primary commercial metric for this role.
• Lead three teams: CS Enterprise (health systems, new strategic partners), CS Specialty Practice (specialty practices), and Outcomes Research & Registries (Provider, Med Tech, Societies).
• Carry and manage personal expansion quota; build and administer CSM-level expansion incentive plans tied to ARR growth.
• Own the Strategic Account Program for named accounts — executive relationship management, multi-year expansion planning, and E  cadence.
• Build the CS-as-revenue operating model: playbooks, tooling, metrics, and team structure that treats CS as a growth engine, not a cost center.
• Partner with the VP Provider Sales in a commercial pod model — aligned coverage of Enterprise and Specialty accounts from sale through expansion.
• Drive the Enterprise/Specialty Practice bifurcation to full execution: differentiated service models, CSM ratios, and segment-specific expansion plays.
• Develop and retain a high-performing team — coaching (CS Enterprise), (CS Specialty), and (Outcomes Research & Registries).
• Oversee FY2027 headcount plan and capacity modeling.

• 8+ years in Customer Success, Account Management, or commercial CS leadership in B2B SaaS or health technology.
• Proven track record carrying and exceeding expansion quota — you have personally owned NRR targets, not just supported them.
• Experience building CS-as-revenue models: CSM incentive design, expansion playbooks, and tech-touch at scale.
• Health system or clinical technology account management experience — you understand how health systems buy, renew, and expand.
• Led teams of 10+ including CS Directors or senior individual contributors.
• Demonstrated ability to grow NRR from 120%+ in a prior role.
• Dual-track model experience:
  Enterprise and Specialty simultaneously, with differentiated service approaches.
• Hub Spot CRM fluency; data-driven approach to account health and expansion forecasting.

Our client was selected as one of the top 50 "Best Small Companies to Work For in Chicago" and they pride themselves on their team culture and shared passion for working together to solve meaningful problems in health care to improve patient lives. Check out a few of their benefits below:

• Great Benefits - top-notch health, dental and vision…