VP of Customer Success (Healthcare)

TL;DR

VP of Customer Success (Healthcare): Lead strategic health system partnerships and high-performing team of Customer Success Executives with an accent on executive-level client ownership, solution deployment, workflow adoption, and long-term impact delivery. Focus on building trusted relationships with senior stakeholders, driving enterprise implementations, and scaling repeatable CS processes.

Location: Onsite in Cleveland, OH, five days per week at the client site with occasional travel to headquarters in Palo Alto, CA. Ability to satisfy client-specific credentialing requirements, including drug screening and proof of required vaccinations or immunizations.

Company

Leading generative AI company in healthcare building the world’s first safety-focused LLM for safe, autonomous clinical conversations with patients.

What you will do

• Lead, coach, and develop a team of Customer Success Executives, fostering accountability and continuous improvement
• Serve as executive point of contact for major health system clients, building relationships with CNOs, CMIOs, COOs, and senior stakeholders
• Lead enterprise implementations ensuring alignment with client operational priorities and clinical workflows
• Collaborate with Product, Engineering, and Sales to incorporate customer feedback into product evolution and go-to-market strategy
• Define, track, and communicate client success metrics measuring clinical, operational, and financial impact
• Guide change management strategies, influence adoption, and codify best practices for onboarding and workflow integration
• Represent the company at conferences and industry forums, and support team growth through mentoring and hiring

Requirements

• Bachelor’s degree from an accredited university
• 8–12+ years in healthcare, including 5+ years in customer-facing leadership roles with health systems
• Proven ability to lead teams managing enterprise accounts in large provider organizations
• Deep knowledge of clinical workflows, operational processes, and care delivery models (especially nursing or revenue cycle)
• Experience leading cross-functional initiatives in startup or high-growth tech environments
• Strong executive presence, communication skills, and success in implementation, change leadership, and measurable results

Nice to have

• Experience with AI, digital health, or clinical decision support tools
• Background in consulting, health tech, or clinical operations transformation
• Prior exposure to regulatory, compliance, or data governance in healthcare

Culture & Benefits

• Work with founders and experts from top institutions like Stanford, Google, Meta, and NVIDIA
• Backed by leading investors including Avenir Growth, General Catalyst, a16z, and others
• Opportunity to shape category creation in healthcare AI with safety-first focus