VP, Customer Success

About Nabla

We are a team of entrepreneurs, clinicians and engineers committed to bringing back joy to the practice of medicine.

Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: the leading AI assistant that’s restoring the human connection at the heart of healthcare. By streamlining clinical documentation, Nabla is helping clinicians focus on what matters most - patient care. Today, over 85,000 clinicians across 130+ healthcare organizations trust Nabla to support how they deliver care every day.

We’re at the start of an ambitious journey: Ambient listening, dictation, coding, and command capabilities are all converging into a proactive assistant that intuitively streamlines clinical and financial workflows.

Backed by a recent $70M Series C, we’re hiring to build the next generation of clinical AI and improve the lives of clinicians and patients everywhere.

This is a great time to join us!

The Role

We are looking for a VP, Customer Success to lead and scale our post-sales organization. You’ll own the full customer lifecycle from onboarding through renewal and expansion — ensuring our health system partners realize measurable value from Nabla. This is a player-coach role: you’ll lead a growing team while staying close to our most strategic accounts.

Responsibilities

Team Leadership

• Build, manage, and mentor a high-performing CS team across Customer Success Managers, Implementation Specialists, Integrations, and Support

• Define team structure, headcount plan, and career paths as we scale from startup to growth-stage

• Foster a customer-obsessed, data-driven culture

Customer Outcomes & ARR (Annual Recurring Revenue) Expansion

• Own GRR (Gross Revenue Retention), NRR (Net Revenue Retention), and CSAT as primary KPIs, along with ARR expansion

• Elevate Nabla’s capability to communicate Customer Value, and drive penetration into C-level Customer Sponsorship for our strategic accounts

• Be a strong partner to our Sales Team in identifying and strategizing on cross-sell and upsell opportunities

• Personally manage relationships with our top-tier health system executives

• Drive measurable clinical and operational outcomes for customers

Process & Systems

• Build and refine scalable CS playbooks: onboarding, QBRs, health scoring, renewal, and expansion motions

• Elevate Nabla’s Strategic Governance capabilities for our Must Grow Accounts, for example CVS, UCLA, UCSD, etc.

• Implement and optimize tooling (CSP, CRM, health dashboards, etc.)

Cross-Functional Collaboration

• Partner with Sales on expansion and upsell opportunities

• Work with Marketing on case studies, references, and community programs

• Partner with Product to strengthen the feedback loop between customer needs and product roadmap

Qualifications

• 10+ years in Customer Success or Account Management, with 8+ years in a leadership role

• Experience scaling a CS org from early-stage through Series D+ growth

• Proven track record owning NRR targets of $20M+ ARR

• Experience in healthcare technology, digital health, or enterprise SaaS strongly preferred

• Deep understanding of health system procurement cycles, clinical workflows, and EHR ecosystems

• Analytical and Executive mindset — you lead with data and can build a board-ready CS metrics story

• Exceptional executive presence; comfortable presenting to C-suite and clinical leadership

• Ability to travel up to 30%

STRONGLY PREFER

• Experience with AI/ML products in clinical settings

• Background in clinical operations or health system administration

• Familiarity with HL7/FHIR and EHR integrations (Epic, Cerner, Athena)

Benefits

Just like we’re dedicated to supporting doctors’ well-being, ensuring yours is a top priority. We firmly believe that by prioritizing your well-being, we support you to excel in your work.

Here are the benefits you get when joining Nabla:

• Compensation and Equity: Competitive salary and stock options

• Comprehensive Health Plans: 100% individual coverage for Medical, Dental, and Vision insurance

• Time Off: Unlimited paid time off and 11 national holidays

• Health Comes First: Unlimited sick leave

• Parental Leave: Paid