VP, Client Success

Essential Functions

• Lead, expand, and mentor the Client Success teams by setting the strategy and prioritizing key metrics in alignment with broader company vision and strategy
• Hire, train, and develop a world-class team
• Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
• Architect the customer success organization and solutions to leverage and scale in support of our company strategy
• Partner with our sales teams to ensure all leads are effectively handled and followed up on.
• Know and understand your department data and provide monthly executive level reports
• Learn and understand our product roadmap and assist in communicating the value of new releases to customers
• Continue to maintain client renewal rate at or above company required goals. Address exit strategies as needed and ensure SalesForce is updated by team as needed.
• Attend Trade Shows to represent the company and strengthen relationships with existing client base
• Partner with company leadership to achieve our goal to improve our Net Promotor Score and account reference ability
• Collaborate with Product and Technology teams to understand the product roadmap and ensure customers clearly understand the value of new releases and enhancements
• Establish scalable programs, playbooks, and operating rhythms that enable consistent execution across all Client Success teams
• Review, analyze, and clearly communicate department performance through regular executive-level reporting
• Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents
• Carry out additional responsibilities as assigned based on business needs

Minimum Requirements

• 10+ years of client success / account management experience
• 8 + years of progressive experience in a Customer Success and/or Professional Services leadership role
• Experience managing teams, including leading other people leaders
• A strong strategic vision for the customer experience, professional services, and customer support
• Exceptional written and verbal communication skills
• Demonstrated ability to problem solve; strong judgment and interpersonal skills.
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate
• A strong customer advocate with the ability and willingness to engage directly with customers
• Ability to work effectively with all levels of the organization
• Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction/outcomes
• Ability to travel throughout the year, including occasionally on weekends

Preferred Qualifications

• SaaS experience
• Healthcare experience
• Bachelor’s Degree