Vice President of Customer Growth

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

📋 Description

• Take ownership of the complete NRR and expansion ARR objectives for PatientIQ — the main commercial metric for this position.

• Manage three teams: CS Enterprise (health systems, new strategic partners), CS Specialty Practice (specialty practices), and Outcomes Research & Registries (Provider, MedTech, Societies).

• Carry and oversee a personal expansion quota; develop and implement CSM-level expansion incentive plans linked to ARR growth.

• Lead the Strategic Account Program for designated accounts — managing executive relationships, multi-year expansion strategies, and EBR scheduling.

• Establish the CS-as-revenue operating model: playbooks, tools, metrics, and team structures that position CS as a growth driver rather than a cost center.

• Collaborate with the VP Provider Sales in a commercial pod framework — ensuring aligned coverage of Enterprise and Specialty accounts from sale through expansion.

• Execute the Enterprise/Specialty Practice bifurcation fully: differentiated service models, CSM ratios, and segment-specific expansion initiatives.

• Cultivate and retain a high-performing team — providing coaching for CS Enterprise, CS Specialty, and Outcomes Research & Registries.

• Supervise the FY2027 headcount strategy and capacity planning.

⛳️ Requirements

• A minimum of 8 years in Customer Success, Account Management, or commercial CS leadership within B2B SaaS or health technology.

• A proven history of meeting and surpassing expansion quotas — having personally held NRR targets rather than merely supporting them.

• Experience in constructing CS-as-revenue frameworks: CSM incentive development, expansion playbooks, and scalable tech-touch solutions.

• Familiarity with health system or clinical technology account management — understanding how health systems purchase, renew, and expand.

• Experience leading teams of 10 or more, including CS Directors or senior individual contributors.

• Proven ability to increase NRR from 120%+ in a previous role.

• Experience with a dual-track model: managing both Enterprise and Specialty simultaneously, with tailored service strategies.

• Proficiency in HubSpot CRM; a data-driven mindset regarding account health and expansion forecasting.

• Willingness to travel up to 50%.

🏝️ Benefits

• Excellent Benefits - comprehensive health, dental, and vision insurance. Additional perks are available, including a 401K plan.

• We are Mission Driven - our team is committed to addressing complex challenges, advancing medicine, and ultimately enhancing patient outcomes.

• True Idea Meritocracy - the best ideas prevail. We encourage all team members to question the status quo as our mission necessitates this.

• Flexible Time Off - we trust you to take the time you need when you deem it appropriate, based on your workload and responsibilities. There’s no need to track or accumulate time off.

• World-Class Team - our position at the forefront of the industry is due to our employees. They represent the best investment we can make, and we always keep this in mind.

• Rapid Growth - we are developing the largest platform for healthcare providers, industry partners, researchers, and others to collaborate in the mission to enhance patient outcomes.