VP, Customer Success & Delivery

Job Description

Job Description

Exempt: No
Reports To: Executive Chairman
Location: Based in San Diego, CA

About TruMed
TruMed Systems provides vaccine storage and medical product inventory management to clinics, major health systems, and public health organizations nationwide. Its AccuVax® and AccuShelf® systems automate inventory at the point of care, where product availability, efficacy, and reliability directly affect patients.
As TruMed scales with larger, more complex enterprise customers, execution quality across deployment, service, logistics, support, and customer operations becomes a core growth constraint — and a defining opportunity for this role.
We are looking for a senior leader to own the customer after the sale: deployment, onboarding, training, support, and renewals.
This is a high-impact, customer-facing executive role for a leader who combines commercial instincts with operating discipline. You will be the senior TruMed leader in front of our largest customers, working across Commercial, Engineering, Operations, and executive leadership to create clarity, accountability, and follow-through. This is not a technical or IT leadership role.
The role will initially focus on a major national enterprise deployment, with the mandate to scale that success across the enterprise customers that follow.
What You'll Own

• Own renewals across the installed base. Forecast them, carry the renewal target, surface risk two to three quarters before the decision, and personally lead enterprise and at-risk renewals through to signature.
• Be the executive owner for our largest accounts: account plans, executive sponsor relationships, quarterly business reviews, and an expansion map. Co-own system-wide expansion with Commercial.
• Provide executive leadership of Customer Support, whose head reports to this role. Hold the head of Customer Support accountable for world-class ticket workflow and triage and quarter-over-quarter reductions in cost per device.
• Own onboarding, training, and the integrated enterprise deployment plan, including prioritization of blocking issues across functions and sign-off on delivery commitments before they are made to the customer.
• Lead deployments through implementation, go-live, hypercare, and transition to steady-state operations.
• Own the customer health score and real-time customer health dashboard, and run the voice-of-customer program: post-ticket surveys, twice-yearly NPS, and a recorded reason for every non-renewal.
• Build TruMed's reference program: customers who will take calls, host visits, and support case studies for Commercial.
• Build the playbooks, processes, tools, and team structure that become TruMed's repeatable enterprise execution model, the capability that lets us take on progressively larger customers.
• Establish the operating cadence (reviews, reporting, decision forums) that keeps Commercial, Engineering, Operations, and Support aligned on customer commitments.

What We're Looking For

• 10+ years leading enterprise customer relationships, customer success, account management, or implementations, including carrying a renewal, retention, or revenue number.
• A commercial background (sales, account management, or renewals) is strongly preferred. You are comfortable negotiating a renewal, handling a difficult executive conversation, and spotting expansion.
• Experience overseeing a customer support function and improving its workflows, with measurable results in cost per ticket or per device, resolution time, or customer satisfaction.
• Significant experience managing large-scale, multi-site deployments from the vendor side.
• Experience in healthcare, pharmacy, medical devices, field services, or other complex operating environments.
• Exceptional organizational discipline and follow-through. You create structure where it is missing, and you run your function from data and dashboards, not anecdote.
• Executive presence and excellent communication skills, credible with C-suite, operations, and procurement leaders at large health systems.
• A genuine desire to spend real time with customers, on-site and in person.
• Comfort operating in a fast-moving environment where priorities change and the operating model is still being built.
• Low-ego, highly accountable leadership style: collaborative with the team, direct about problems, and relentless about execution.
• Based in San Diego, or willing to relocate before starting.

What Success Looks Like in the First 12 Months

• The national enterprise deployment runs on schedule against a baselined plan, the customer is expanding, and customer-affecting issues are surfaced internally before the customer raises them.
• Renewal rate is at or above target, every account has a health score, and renewal risk is visible and worked well before the decision window.
• Support cost per device is at target, every ticket carries a root cause, and the top ticket causes are being eliminated in partnership with Engineering.
• The reference program has reached its target number of customers and is still growing.
• Commercial spends its time selling: onboarding, deployment, and support sit fully with this team.
• TruMed can run multiple enterprise deployments without degrading execution on any of them, and a documented execution handbook has been used end-to-end on a second customer, not just written.

Why This Role
You will not inherit an established enterprise delivery organization — you will build it. This is the capability that determines how large an enterprise customer TruMed can take on, and it does not exist ye

Work Environment:

• Travel will be up to 40%
• All employees are expected to adhere to the TruMed Systems, Inc, Employee Handbook all times. Specifically, all employees of TruMed Systems, Inc., regardless of role, are expected to:
  • Treat others with dignity and respect at all times.
  • Conduct themselves in an ethical manner at all times.
  • Support the mission and values of the company.
  • Comply with company’s expectations, policies, and procedures.

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