Vice President of Customer Success

Overview

• Develops AI tools designed for safe, responsible use in healthcare settings.
• Provides conversational and administrative support to reduce clinician workload.
• Focuses on human-centered design and strong safety protocols.
• Aims to improve operational efficiency and access to care through scalable AI solutions.

• Team Building:
  Partner closely with the Talent Acquisition team to recruit, onboard, mentor, and lead a world-class customer success team, including customer success executives, customer success leaders, technical support specialists, and implementation experts with supporting systems and processes that enable the Customer Success team to scale rapidly with excellence.
• Leadership & Strategy:
  Develop and execute a comprehensive customer success strategy aligned with the mission and business objectives.
• Customer Relationships:
  Establish and nurture trusted relationships with healthcare organizations, ensuring they achieve their desired outcomes with solutions.
• Retention & Growth:
  Drive customer retention and identify opportunities for upselling and cross-selling, ensuring a strong net retention rate.
• Customer Advocacy:
  Serve as the voice of the customer within the organization, working cross-functionally with product, engineering, and sales teams to align priorities and enhance the customer experience.
• Operational Excellence:
  Implement and refine customer success metrics, tools, and processes to measure performance and improve efficiency.
• Problem Resolution:
  Act as an escalation point for customer issues, ensuring timely and effective resolution.

• A bachelor’s degree from an accredited university is required.
• 10+ years of experience in customer success, account management, or related roles, with 5+ years in leadership positions.
• Proven track record of driving customer success in B2B SaaS or healthcare technology companies.
• Strong understanding of the healthcare industry, including healthcare systems, regulations, and challenges.
• Exceptional interpersonal and communication skills, with the ability to influence and inspire cross-functional teams and customers.
• Data-driven mindset with experience leveraging metrics and analytics to inform decision-making.
• Experience scaling customer success teams and processes in a high-growth startup environment.
• Startup experience with demonstrated ability to hit KPIs in a revenue-driven role.
• Deep understanding of workflows within health systems and the ability to align solutions to customer processes.

• MBA or advanced degree.
• Experience in thought leadership, including speaking at industry events and forums.
• Familiarity with AI-based solutions and their application in healthcare.

Compensation: $250k, Health Insurance, 401k, Paid Vacation