VP, Customer Success & Delivery

Job Description

Job Description

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

About TruMed
TruMed Systems is a vaccine storage and medical product inventory management company serving clinics, major health systems, and public health organizations nationwide. Its AccuVax® and AccuShelf® systems bring automated inventory management to the point of care, where product availability, efficacy, and operational reliability directly affect patient care.
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 leadership opportunity for this role.
TruMed is entering an exciting new phase of growth with the addition of large, complex healthcare systems. We are looking for a senior leader to build and lead our enterprise Customer Success & Delivery capability. You will not inherit an established enterprise delivery organization — you will build it, and it will determine how large a customer TruMed can take on.
This is a high-impact role for an exceptional operator who can take complex enterprise commitments and turn them into successful customer outcomes. You will lead our largest, highest-stakes customer deployments, working across Commercial, Engineering, Operations, Support, Logistics, and executive leadership to create clarity, accountability, and consistent follow-through.
The role will initially focus on a major national enterprise deployment, with the mandate to scale that success across the enterprise customers that follow.
All commercial, engineering, and operational functions report into the Executive Chairman, giving this role direct executive access and the standing to drive cross-functional decisions quickly.
What You'll Own

• Own 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.
• 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.
• Identify risks and issues early and drive them to resolution, with direct escalation to the Executive Chairman on cross-functional prioritization conflicts.
• Establish the operating cadence — reviews, reporting, and decision forums — that keeps Commercial, Engineering, Operations, Support, and Logistics aligned on delivery commitments.
• Lead deployments through implementation, go-live, Hypercare, and transition to steady-state operations.
• Own renewal success for enterprise accounts — adoption, utilization, and customer health through the renewal decision, partnering with Commercial on the renewal itself.

What We're Looking For

• 10+ years leading complex enterprise customer programs, implementations, deployments, or operations.
• Significant experience managing large-scale, multi-site deployments from the vendor side.
• Experience in healthcare, pharmacy, retail, technology, medical devices, field services, or another complex operating environment.
• Exceptional organizational discipline and follow-through—you create structure where it is missing.
• Proven ability to drive alignment and accountability across functions.
• Excellent customer communication skills and executive presence.
• Comfortable 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.

What Success Looks Like

• Top accounts are reference customers who want to expand their deployments.
• TruMed can run multiple enterprise deployments without degrading execution on any of them.
• A documented execution handbook exists and has been used end-to-end on a second customer, not just written.
• Sites deploy on a schedule against a baselined plan, with customer-affecting issues surfaced internally before the customer raises them.
• Enterprise accounts renew on time with no surprises, and renewal risk is visible and worked well before the decision window.

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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