TL;DR

VP of Customer Success (AI): Leading Customer Success Operations and Strategy within a commercial organization with an accent on optimizing processes, scaling operations, and driving world-class customer outcomes. Focus on defining strategy, prioritizing initiatives, and ensuring cross-functional alignment to support Sword’s mission in healthcare.

Location: Remote, United States. Applicants must have a legal right to work in the United States; immigration or work visa sponsorship will not be provided.

Salary: $340,113 – $534,463 a year

Company

%hirify_global% is an AI-first digital healthcare platform reinventing pain, women's, movement, and mental health care, backed by significant funding and clinical studies.

What you will do

Own and drive critical operational and strategic initiatives for Customer Success end-to-end.
Optimize processes, workflows, and systems to ensure scalability and a high-quality customer experience.
Lead training and onboarding programs for Customer Success Managers to ensure consistency and excellence.
Identify, implement, and optimize tools for efficiency and visibility across Customer Success (e.g., CRM and CS platforms).
Establish forecasting and demand planning models for appropriate resourcing.
Define, track, and report on key performance metrics to measure Customer Success effectiveness and outcomes.
Manage and develop a world-class team of Customer Success Operations leaders.

Requirements

10+ years of executive-level experience leading Customer Success teams.
Proven ability to build and lead high-performing teams in fast-paced, data-rich environments.
Strong cross-functional leadership skills with a track record of driving alignment and results.
Excellent communication and storytelling skills to influence at all levels.
Strong analytical capabilities, leveraging large datasets for insights and decisions.
Tech-savvy with strong working knowledge of Salesforce and customer success platforms (e.g., Gainsight).
Comfort operating in dynamic, rapidly scaling environments.
Passion for improving healthcare access and outcomes.
Applicants must have a legal right to work in the United States; visa sponsorship will not be provided.

Nice to have

Experience in digital health, healthcare technology, or customer success within healthcare.
Prior ownership of Customer Success tooling, metrics frameworks, and operating models at scale.
Experience supporting or partnering with Clinical or Product organizations.

Culture & Benefits

Comprehensive health, dental, and vision insurance.
Life and AD&D Insurance.
Financial advisory services and supplemental insurance benefits.
Health Savings Account and Equity shares.
Discretionary PTO plan and Parental leave.
401(k) and Flexible working hours.
Remote-first company with paid company holidays.
Free digital therapist for you and your family.