Vice President, Client Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and oversee the client success function for the Curation Solutions business unit.

• Integrate client relationship management to minimize attrition and ensure measurable value realization across a portfolio exceeding $150M.

• Manage the complete client success lifecycle from post-sales onboarding to value realization and retention.

• Take responsibility for gross revenue retention while identifying growth opportunities for Commercial to facilitate upselling and expansion.

• Implement health scoring, tiered engagement models, escalation frameworks, early-warning triggers, recovery playbooks, and client success processes.

• Formulate a value realization methodology to clarify partnership ROI and tackle cost/value challenges.

• Promote the adoption of client-facing technology platforms through training, onboarding, demonstrations, technical support, troubleshooting, feedback, and updates on the roadmap.

• Manage risk and attrition, including conducting post-mortem analyses, documenting root causes, tracking preventive actions, and reporting to senior leadership.

• Create cross-functional playbooks and feedback processes that close the loop across Product, Support, Commercial, Clinical Services, Operations, Advisory, and Growth.

• Directly oversee, recruit, coach, develop, and retain the Client Success team.

• Establish standards for client coverage, touchpoints, documentation, escalation, and career progression.

• Act as the primary liaison among Client Success, Clinical, and Commercial leadership.

• Collaborate on renewal strategies, expansion identification, retention planning, invoicing, billing, pricing, and renewal negotiations.

• Work alongside Product and Marketing to ensure client feedback is incorporated into roadmaps and messaging.

• Design handoff protocols with Implementation teams.

• Personally manage strategic and complex client relationships within health systems, including engagement with C-suite and Executive Summits.

• Revamp Quarterly Business Reviews for Tier 1 accounts.

• Report on gross revenue retention, client health trends, NPS trajectory, churn risk, and corrective actions to senior leadership.

• Represent Client Success in executive leadership meetings, M&A integration planning, and board-level discussions as necessary.

⛳️ Requirements

• Over 10 years of progressive experience in client success, account management, or customer operations within B2B healthcare technology, health services, or clinical data management.

• At least 5 years in a leadership role managing client-facing teams of more than 10 individuals.

• Proven track record in reducing churn and enhancing net revenue retention.

• Extensive experience collaborating with health systems, hospital quality teams, or multi-facility healthcare organizations.

• Demonstrated capability to build or significantly transform a client success function, including health scoring, tiered engagement models, escalation frameworks, and playbooks.

• Strong executive presence and comfort when engaging with C-suite stakeholders at large health systems.

• Analytical mindset with experience utilizing data to inform client health decisions, identify risk patterns, and report on retention outcomes.

• Proven ability to work cross-functionally across Commercial, Operations, Product, and Finance.

• Exceptional written and verbal communication skills.

• Bachelor’s degree or equivalent experience.

• Familiarity with Salesforce and customer success platforms such as Gainsight, Totango, ChurnZero, or similar tools.

• Knowledge of CMS quality programs, clinical registries, or hospital regulations.

• Background in clinical registry services, quality reporting, or outsourced healthcare data management is preferred.

• Experience managing through a platform migration or significant product transition with an existing client base is preferred.

• Willingness to travel up to 25%.

🏝️ Benefits

• Annual cash bonus.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• 401(k) plan.

• Fully remote work available within the United States.

• Up to 25% travel.