VP, Customer Success

About Nabla We are a team of entrepreneurs, clinicians and engineers committed to bringing back joy to the practice of medicine. Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: the leading AI assistant that’s restoring the human connection at the heart of healthcare. By streamlining clinical documentation, Nabla is helping clinicians focus on what matters most — patient care. Today, over 100,000+ clinicians across 130+ healthcare organizations trust Nabla to support how they deliver care every day. We’re at the start of an ambitious journey: Ambient listening, dictation, coding, and command capabilities are all converging into a proactive assistant that intuitively streamlines clinical and financial workflows. Backed by a recent $70M Series C, we’re hiring to build the next generation of clinical AI and improve the lives of clinicians and patients everywhere. This is a great time to join us! The Role We are looking for a VP, Customer Success to lead and scale our post-sales organization. You’ll own the full customer lifecycle from onboarding through renewal and expansion — ensuring our health system partners realize measurable value from Nabla. This is a player‑coach role: you’ll lead a growing team while staying close to our most strategic accounts. Team Leadership Build, manage, and mentor a high‑performing CS team across Customer Success Managers, Implementation Specialists, Integrations, and Support Define team structure, headcount plan, and career paths as we scale from startup to growth‑stage Foster a customer‑obsessed, data‑driven culture Customer Outcomes & ARR Expansion Own GRR (Gross Revenue Retention), NRR (Net Revenue Retention), and CSAT as primary KPIs, along with ARR expansion Elevate Nabla’s capability to communicate Customer Value, and drive penetration into C‑level Customer Sponsorship for our strategic accounts Be a strong partner to our Sales Team in identifying and strategizing on cross‑sell and upsell opportunities Personally manage relationships with our top‑tier health system executives Drive measurable clinical and operational outcomes for customers Process & Systems Build and refine scalable CS playbooks: onboarding, QBRs, health scoring, renewal, and expansion motions Elevate Nabla’s Strategic Governance capabilities for our Must Grow Accounts. Implement and optimize tooling (CSP, CRM, health dashboards, etc.) Cross‑Functional Collaboration Partner with Sales on expansion and upsell opportunities Work with Marketing on case studies, references, and community programs Partner with Product to strengthen the feedback loop between customer needs and product roadmap Qualifications 10+ years in Customer Success or Account Management, with 8+ years in a leadership role Experience scaling a CS org from early‑stage through Series D+ growth Proven track record owning NRR targets Experience in healthcare technology, digital health, or enterprise SaaS strongly preferred Deep understanding of health system procurement cycles, clinical workflows, and EHR ecosystems Analytical and Executive mindset — you lead with data and can build a board‑ready CS metrics story Exceptional executive presence; comfortable presenting to C‑suite and clinical leadership Ability to travel up to 30% Strongly Prefer Experience with AI/ML products in clinical settings Background in clinical operations or health system administration Familiarity with HL7/FHIR and EHR integrations (Epic, Cerner, Athena) Benefits Just like we’re dedicated to supporting doctors’ well‑being, ensuring yours is a top priority. We firmly believe that by prioritizing your well‑being, we support you to excel in your work. Compensation and Equity: Competitive salary and stock options Comprehensive Health Plans: 100% individual coverage for Medical, Dental, and Vision insurance Time Off: Unlimited paid time off and 11 national holidays Health Comes First: Unlimited sick leave Parental Leave: Paid leave for new parents Remote‑friendly: $1,500 to purchase home office equipment Trust & accountability: Full ownership of your time and schedule Life at Nabla When you become a part of our company, you join a team of excellence‑driven, curious, and genuinely kind individuals. Together, we're committed to making clinicians' lives easier and improving healthcare experiences for everyone. We believe in a world where clinicians can focus on what they were trained to do—caring for their patients, and where no patient feels their visit was rushed. We come to work excited to leverage AI to do more for clinicians. We’re obsessed with our users’ satisfaction and we actively seek out opportunities to engage one‑on‑one with clinicians to understand how Nabla can better help. We consistently look for ways to improve and do not shy away from doing the work to excel. Whether it’s a feature our users asked for, or a new article for our blog, we prioritize collaboration to deliver exceptional outcomes. We love having fun as much as we love work. Our #nablabla channel is as active as our #feature‑show‑off channel, we exercise during the work day at least 3 times a week (yoga, running, pilates, or HIIT, your choice!), enjoy regular off‑sites to gather the team, and travel to see each other in places like NY, Paris, San Francisco, and many other vibrant cities. Oh, and we’re constantly snacking on chocolate or nuts! Our Values at Nabla Joining Nabla means being part of a team that shares a commitment to excellence, humility, growth, and inclusion. EEO Statement As an equal‑opportunity employer, we actively seek out and welcome applicants from diverse backgrounds, believing that a wide range of perspectives enriches our team and enhances our ability to innovate and thrive. #J-18808-Ljbffr