VP, Customer Success (Healthcare)

TL;DR

VP of Customer Success (Healthcare): Own a regional portfolio of health system partnerships, lead a high-performing team of Directors and senior Customer Success Executives, and drive net revenue retention and expansion growth with an accent on executive client relationships and scalable processes. Focus on leading enterprise implementations, defining customer success playbooks, and influencing upsell opportunities in complex health systems.

Location: Onsite in Cincinnati, OH, five days per week at the client site with occasional travel to Palo Alto, CA

Company

Leading generative AI company in healthcare building safety-focused LLMs for autonomous clinical patient conversations.

What you will do

• Own a regional portfolio of health system clients, serving as executive point of contact for board-level sponsors, CNOs, CMIOs, and COOs
• Lead, coach, and develop a team of Directors and senior Customer Success Executives
• Drive enterprise implementations aligned with client workflows and track success metrics like net revenue retention
• Collaborate with Product, Engineering, and Sales to incorporate feedback and evolve go-to-market strategy
• Build best practices for onboarding, training, workflow integration, and change management
• Identify expansion opportunities and represent the company at industry events

Requirements

• Bachelor’s degree
• 10–15 years in healthcare, including 7+ years in customer-facing leadership (manager of managers)
• 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 and communication skills for C-suite engagement
• Proven track record in implementation excellence, change leadership, revenue goals, and building scalable CS playbooks
• Ability to meet client credentialing requirements including drug screening and vaccinations

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
• Experience with pricing, packaging, or go-to-market in healthcare SaaS