VP of Customer Success (AI)

TL;DR

VP of Customer Success (AI): Leading regional health system partnerships and a team of CS executives to drive net revenue retention and expansion growth with an accent on clinical workflow integration and executive-level client strategy. Focus on scaling a repeatable CS model, leading enterprise implementations, and aligning AI solutions with healthcare operational priorities.

Location: Onsite in Duarte, CA (5 days per week at client site) with occasional travel to Palo Alto, CA

Company

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

What you will do

• Lead and develop a team of Directors and senior Customer Success Executives, fostering a culture of accountability.
• Serve as the executive point of contact for major health system stakeholders including CNOs, CMIOs, and COOs.
• Drive net revenue retention (NRR) and identify expansion/upsell opportunities within the regional portfolio.
• Lead enterprise implementations and guide change management strategies across complex health system environments.
• Collaborate with Product, Engineering, and Sales to incorporate customer insights into product evolution.
• Codify best practices for onboarding and workflow integration to create a scalable CS model.

Requirements

• Must be based in Duarte, CA and work onsite 5 days per week.
• Bachelor’s degree and 10–15 years of experience in healthcare.
• 7+ years in customer-facing leadership roles, specifically as a manager of managers.
• Deep knowledge of clinical workflows, operational processes, and care delivery models.
• Experience leading cross-functional initiatives in a startup or high-growth technology environment.
• Proven track record of hitting delivery and revenue goals in a CS organization.

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 GTM strategy in a healthcare SaaS environment.