Head of Customer Success – Vice President

• We are seeking a transformational Vice President, Head of Customer Success to architect and lead a world-class client organization that fuels long-term retention, meaningful expansion, and exceptional client advocacy across our base of health plans, PBMs, and risk-bearing provider organizations.
• Reporting to the Chief Commercial Officer and serving on the Commercial leadership team, this leader will champion a culture of customer-centricity, transparency, and continuous improvement - shaping the strategy, operating model, and performance culture that ensures every client achieves measurable clinical, quality, and financial value, and that their members see real improvements in health.
• This is both a builder's role and a steward's role.
• As we scale rapidly, you will build and grow the team, processes, and playbooks required to support a fast-growing book of business, while personally serving as a trusted advisor to our most senior client stakeholders.
• You will be the internal champion for the voice of the customer alongside Sales - the connective tissue across Product, Clinical, and Operations - and the external face of the company to the executives who renew, expand, and advocate for our partnership.

Requirements

• 12+ years of leadership experience in client success, customer success, strategic accounts, or post-sales leadership in a high-growth technology or digital health environment, including significant time at a senior/executive level.
• Demonstrated experience scaling or transforming a Customer Success organization at a more scaled, high-growth company, operating with the processes, rigor, and complexity that come with scale.
• Proven ability to materially improve client health, gross retention, and expansion outcomes - driving the value realization and risk mitigation that underpin renewals owned by Sales - with specific, measurable results.
• Experience building and leading teams of meaningful size - hiring, developing, and retaining managers and individual contributors through a period of growth.
• Working knowledge of the healthcare ecosystem - payers, providers, value-based care, and the quality and cost dynamics clients are accountable to. Direct experience serving health plans, PBMs, or risk-bearing providers strongly preferred.
• A track record as a trusted advisor to senior client stakeholders, able to communicate product value and translate client goals into measurable outcomes.
• Experience operating in a model where Customer Success partners with a separate Sales/Renewals function - able to drive retention and expansion through influence, value, and tight cross-functional partnership.
• Strong ability to think strategically and operationally: define vision, build scalable processes, then execute, measure, and iterate.
• Strong financial acumen; able to forecast client health, at-risk revenue, and expansion potential with accuracy.
• Executive-level presence and communication, with the ability to influence across C-suite stakeholders.
• A data-driven mindset and comfort with customer success platforms, CRM, and analytics tooling to track health, risk, and growth.
• Excellent people-leadership skills, with the ability to recruit, coach, and develop a high-performing team and build culture.
• A mission-driven mindset and genuine affinity for healthcare and improving member outcomes.

Core Competencies

Demonstrates extensive leadership in Customer Success, with a focus on building and scaling teams, driving client retention and expansion, and fostering a culture of customer-centricity within the healthcare ecosystem. Proven ability to influence C-suite stakeholders and deliver measurable outcomes through strategic vision and operational execution.

Highest-signal resume keywords

• Customer Success Leadership
• Healthcare Ecosystem Knowledge
• Client Retention and Expansion
• Team Building and Development
• Strategic and Operational Thinking