VP, Customer Success

About the role

This senior leadership position is responsible for shaping and executing the enterprise customer success strategy for a complex national account environment within the healthcare sector. The VP will drive retention, satisfaction, and expansion while ensuring strong financial performance and operational excellence.

Key responsibilities

• Define and implement a comprehensive enterprise customer success strategy aligned with organizational goals and national account requirements.
• Lead, coach, and develop high‑performing Customer Success teams, fostering a culture of accountability.
• Act as executive sponsor for key national accounts, building trusted C‑suite relationships.
• Own customer P&L performance, including revenue growth, retention, EBITDA contribution, forecasting, and budgeting.
• Design scalable operating models for multi‑state, multi‑line‑of‑business healthcare clients.
• Establish and monitor KPIs, SLAs, and health metrics across enterprise and sub‑account levels.
• Collaborate with Sales, Product, Engineering, Delivery, and Consulting to ensure seamless client experiences.
• Influence product roadmap and service evolution based on client insights and market trends.
• Represent the organization as a thought leader at industry events and advisory boards.

Required profile

• Bachelor’s degree required; Master’s degree or MBA strongly preferred.
• 10+ years of leadership experience in Customer Success or related functions, preferably in healthcare or health‑plan environments.
• Experience managing large, complex national accounts (10M+ lives preferred).
• Proven ability to lead large teams and drive enterprise‑level customer success strategies at scale.
• Strong financial acumen with P&L ownership, forecasting, and budgeting experience.
• Demonstrated success in highly matrixed organizations and cross‑functional alignment.
• Executive presence with the ability to influence and negotiate at the C‑suite level.

Required skills