Vice President of Customer Success

Job Description

Job Description

Join our team at SNF Metrics as the Vice President of Customer Success!
SNF Metrics builds analytics and workflow software for skilled nursing facilities. Our platform connects the systems facilities already rely on and turns their clinical, financial, and operational data into clear reporting and tools that help operators run better facilities and deliver better care.

The Vice President of Customer Success owns the post-sale strategy for healthcare customers — adoption, renewal, and expansion — while directly managing the support/ticketing team and leading key escalations. Also delivers product demos to prospective customers. A hands-on leadership role: sets strategy while staying personally involved in implementations, escalations, and customer meetings.

Key Responsibilities

• Own the customer journey — onboarding, adoption, renewal, and expansion — including segmentation, success plans, health scores, and executive business reviews

• Directly manage customer service reps: ticket triage, SLAs, escalations, and service-quality metrics

• Build trusted relationships with customer executives and stakeholders; monitor health and lead at-risk recovery plans

• Drive customer engagement and identify upsell opportunities to expand existing accounts onto additional products and features

• Deliver product demos to prospects and support Sales through late-stage deal activities

• Represent the voice of the customer to Product/Engineering ; partner with Security, Legal, and Compliance

• Ensure the team handles protected health information and compliance-sensitive issues appropriately

Required Qualifications

• Progressive Customer Success/account management/support leadership experience at a software company

• Direct experience managing customer-facing staff and support/ticketing operations

• Strong product demo and presentation skills across executive, operational, and technical audiences

• Track record managing strategic accounts, complex escalations, and renewals

• Comfortable in a hands-on, evolving small-company environment

Preferred Qualifications

• Healthcare software/health tech / regulated healthcare environment experience

• Familiarity with HIPAA and healthcare privacy/security expectations

• Experience with SaaS renewals, CRM, and customer-health/usage-analytics tools

$90,000-$200,000 per year

SNF Metrics provides equal employment opportunities to all applicants and employees and prohibits discrimination and harassment of any kind. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law. All qualified applicants are encouraged to apply.