Vice President, Customer Success

Vice President, Customer Success

About the Company

Leading provider of a cloud-based electronic medical records system

Industry
Information Technology and Services

Type
Privately Held, VC-backed

Founded
2012

Employees
201-500

Categories

• Cloud Infrastructure
• Health Care
• Health Diagnostics
• Medical
• Information Technology & Services

Specialties

• emr
• ehr
• substance abuse
• addiction treatment
• electronic medical records
• electronic health records
• saas
• and software as a service
• software as a service
• and eating disorders

About the Role

The Company is seeking a VP, Customer Success to lead the strategy, performance, and culture of its customer success function. This role is pivotal in owning retention, adoption, and customer lifetime value across the full customer base, spanning various market segments. The successful candidate will be responsible for defining and executing the customer success strategy, balancing digital and high-touch engagement, and will be a key partner to sales, product, marketing, and professional services. The VP, Customer Success will also be tasked with team leadership and development, ensuring the team is equipped to deliver meaningful outcomes to customers, and will be the primary voice for customer needs in leadership forums. Applicants must have a minimum of 8 years' experience in customer success, account management, or related functions, with at least 4 years in a leadership role within a SaaS environment. The role requires a strong operational and analytical mindset, the ability to navigate complex organizations, and experience in both scaled and digital customer success motions as well as high-touch enterprise engagement models. Excellent executive communication skills are essential, and a background in healthcare or health tech SaaS, with a focus on behavioral health, is strongly preferred. The ideal candidate will be adaptable, resilient, and thrive in an environment of change and ambiguity, with a proven track record of driving customer outcomes and leading a team to success.

Hiring Manager Title
Chief Customer Officer

Functions

• General Management