Vice President, Customer Success – Acute and Payer

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Spearhead and implement retention and growth strategies for Acute and Payer customers, responsible for NRR, GRR, expansion revenue, customer health, and portfolio performance.

• Establish and operationalize customer success frameworks, which encompass health scores, executive business reviews, success planning, risk identification, and proactive retention strategies.

• Oversee and expand a customer portfolio valued at approximately $112M in ARR.

• Drive Customer Engagement Transformation initiatives and develop scalable operating models.

• Integrate Customer Success with go-to-market strategies to facilitate renewals, advocacy, and expansion.

• Lead cross-functional customer risk assessments and ensure timely escalation and resolution of issues.

• Advocate for strategic AI integration across team strategies, operating models, productivity, and decision-making processes.

• Build and manage a Customer Success team of approximately 25 members.

• Recruit, mentor, and retain talent by setting performance expectations, providing coaching, outlining career pathways, and fostering an accountability culture.

• Design organizational structures, account coverage models, and customer engagement strategies.

• Cultivate executive relationships within health systems, hospitals, payer organizations, and convenors.

• Collaborate with Product Management to incorporate customer feedback and prioritize roadmap initiatives.

• Work alongside Professional Services, Implementation, Support, Finance, Legal, and Sales teams.

• Represent PointClickCare at industry events, customer forums, and executive engagements.

⛳️ Requirements

• Bachelor’s degree is mandatory.

• Over 10 years of experience in Customer Success, Account Management, or related leadership roles.

• At least 5 years of experience leading Customer Success teams within a complex B2B SaaS environment.

• Preferred: Over 10 years of experience in U.S. healthcare payer, provider, and convenor sectors.

• Proven track record of driving retention, expansion, NRR, and GRR outcomes across extensive, multi-stakeholder customer portfolios.

• Experience in building, scaling, and transforming Customer Success organizations.

• Strong executive presence and the ability to influence C-suite stakeholders.

• Commercial acumen with experience in partnering with Sales for renewals, customer growth, and revenue outcomes.

• Demonstrated ability in cross-functional collaboration with Product, Sales, Implementation, Professional Services, and Support teams.

• Familiarity with Gainsight and Salesforce platforms.

• Thorough understanding of acute care and/or payer healthcare, including market dynamics, regulations, reimbursement models, and operational challenges.

• Capability to learn new technologies, adapt to changing priorities, and lead effectively in a fast-paced environment.

🏝️ Benefits

• Benefits commence from Day 1.

• Retirement Plan Matching (RRSP & 401K).

• Flexible Paid Time Off.

• Lifestyle/Wellness Spending Account.

• Parental & Caregiver Leaves.

• Fertility & Adoption Support.

• Continuous Development Support Program.

• Employee Assistance Program.

• Learning Programs & Resources.

• Employee Recognition.

• Bonus opportunities.

• In-office events, including onboarding, team events, and semi-annual and annual team meetings.