Vice President, Customer Success

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

📋 Description

• Take ownership and drive Annual Recurring Revenue (ARR) growth across the entire client portfolio through effective retention and expansion strategies.

• Build, lead, and nurture the Customer Success team, including leaders at the Director level and individual contributors.

• Develop and implement a scalable Customer Success strategy that aligns with Arbital’s growth trajectory and product roadmap.

• Collaborate cross-functionally with Sales, Product, and Delivery to ensure a smooth client experience from contract signing through renewal.

• Create a comprehensive company-wide Voice of Customer program that consistently informs product development and strategic priorities.

• Manage Customer Success forecasts, renewal pipeline, expansion forecasts, and retention metrics as part of the overall revenue strategy for the company.

• Recruit, hire, and cultivate a top-tier Customer Success team, including Directors of Client Success and their direct reports.

• Provide coaching and mentorship to Director-level leaders, promoting a culture of accountability, client-centricity, and ongoing improvement.

• Set performance metrics and OKRs for the Customer Success organization, ensuring the team is accountable for achieving outcomes.

• Oversee net revenue retention (NRR) and gross revenue retention (GRR) across the entire client portfolio.

• Build executive-level relationships with strategic accounts to strengthen partnerships and uncover expansion opportunities.

• Act as the Executive Sponsor for Arbital's largest and most significant customer relationships.

• Manage portfolio-level health assessments and risk identification, proactively addressing at-risk accounts.

• Collaborate with Sales leadership to coordinate renewal and upsell strategies, pipeline management, and market entry tactics.

• Drive expansion into new markets, use cases, and buyer personas within existing accounts.

• Design and execute the comprehensive Customer Success operating model, including processes, playbooks, tools, and reporting mechanisms.

• Define and monitor essential Customer Success metrics (NRR, GRR, CSAT, time-to-value, adoption) and present regular business reviews to the executive team.

• Supervise onboarding, implementation, training, and enablement programs created by Director-level leaders.

• Select and manage the Customer Success technology stack (CRM, customer success platforms, analytics tools) to facilitate scalability and visibility.

• Implement a structured Voice of Customer program that gathers insights from the entire portfolio to guide product strategy.

• Serve as a senior executive sponsor for key accounts, representing Arbital at client executive business reviews and industry events.

• Collaborate with Product, Engineering, and Delivery to close feedback loops and ensure that client commitments are fulfilled.

• Work with Marketing on client case studies, references, and community engagement initiatives.

⛳️ Requirements

• 8+ years of experience in Customer Success or Account Management, including at least 3 years in a senior leadership position managing managers in a SaaS or platform environment.

• Proven success in owning and enhancing NRR and GRR metrics on a large scale within complex enterprise settings.

• Experience in healthcare technology, health plans, provider organizations, or value-based care is highly preferred.

• A demonstrated history of building and scaling Customer Success teams, processes, and infrastructure from the ground up.

• Executive presence with the capacity to establish trusted relationships with C-suite stakeholders in payer and provider organizations.

• A data-driven leader who utilizes metrics and analytics to oversee team performance and client outcomes.

• Highly collaborative with a proven ability to lead cross-functional initiatives across Sales, Product, Delivery, and Marketing.

• Experience serving as an executive sponsor for strategic customer relationships and influencing C-suite stakeholders.

• Comfortable working in a fast-paced, high-growth startup environment characterized by ambiguity and shifting priorities.

🏝️ Benefits

• Generous equity grants of ISO stock options.

• An outstanding benefits package that includes high employer-paid contributions for health, dental, and vision insurance.

• 4% 401(k) match.

• Flexible PTO, a weeklong winter shutdown, and 10 holidays each year.

• Occasional travel required for quarterly team offsites.