Vice President, Customer Success Management

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.

We are seeking a Vice President, Customer Success Management to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

Job Summary

Reporting to the Chief Customer Officer, the Vice President of Customer Success is responsible for ensuring the success and satisfaction of Imprivata customers across our solutions. This individual will lead a global CSM team dedicated to onboarding, enabling, and growing the customer base, ensuring customers achieve value and their desired outcomes using Imprivata solutions. 

This leader, and the entire CSM team, works closely with other teams to establish a seamless experience for our customers that delivers world class customer satisfaction, retention, expansion and advocacy. 

Duties and Responsibilities

• Strategic Leadership  
• Develop and implement a customer success strategy aligned with company goals.  
• Lead and inspire the customer success team to deliver proactive and exceptional service through direct and indirect channels to drive growth.  
• Customer Onboarding, Adoption and Retention  
• Oversee the customer onboarding process to ensure a seamless transition from sales and implementation to active users.  
• Implement cross functional strategies to drive solution adoption and usage.  
• Coordinate and leverage technical, clinical and other resources and training programs to help customers maximize the value of the software.  
• Customer Retention & Growth  
• Monitor customer health metrics and proactively address potential issues.  
• Create and execute retention strategies to minimize churn and maximize customer lifetime value.  
• Identify opportunities for upselling and cross-selling to existing customers.  
• Customer Relationship Management  
• Build strong relationships with key customers and serve as their advocate within the company.  
• Act as a point of escalation for customer issues, ensuring timely and satisfactory resolutions.  
• Lead discussions with customer executives at events, customer advisory boards and other venues to solicit their feedback and input into our success strategies.  
• Performance Metrics and Reporting  
• Define and track key performance indicators (KPIs) for customer success in partnership with Customer Operations team.  
• Prepare and deliver weekly customer reviews for cross functional leadership.  
• Team Development  
• Recruit, train, and mentor the customer success leaders and team.  
• Foster a customer-centric culture within the organization.  
• Promote a collaborative and high-performing team culture.  
• Collaboration  
• Work closely with sales, marketing, product, and other departments to ensure a cohesive customer experience.  
• Provide feedback to product and development teams based on customer insights and feedback.  
• Collaborate with sales to ensure smooth handoffs and alignment on customer objectives.  
• Continuous Improvemen