VP, Customer Success

R37 is the innovation lab within R1 RCM, focused on building next-generation, AI-native solutions to transform healthcare revenue cycle operations. We operate at the intersection of advanced machine learning, deep healthcare domain expertise, and production-scale systems—incubating and scaling new businesses that redefine how providers get paid. One of R37’s flagship innovations is PhareOS, our AI-powered platform designed to make healthcare reimbursement fair, transparent, and effortless. 
 
Phare OS, a modular, intelligent automation platform that applies AI across the full revenue cycle, solutions include: Autonomous medical coding and CDI, Intelligent prior authorization, Denial prevention and appeals, and workflow orchestration across front- and back-end revenue cycle functions. 

As our VP, Customer Success, you will grow our portfolio of health system client relationships. Reporting to the VP, Head of Customer Success & Account Management, this role builds trusted, multi-level partnerships across revenue cycle, clinical, IT, and executive stakeholders. 

You will serve as the operational lead post-go-live: driving adoption, communicating outcomes, surfacing expansion opportunities, and coordinating across Product, AI, Engineering/Integration, and R1 account teams. You will own the day-to-day health of our client portfolio while contributing to the strategic vision for how R37 scales its customer success function — including building the team, processes, and tools that support long-term growth.  

 What You’ll Do: 

• Serve as the primary post-implementation owner for a portfolio of live health system clients; build and maintain trusted relationships at multiple levels (VP Revenue Cycle/Mid-RCM, Coding/CDI leaders, HIM, clinicians, IT, operational users) 

• Lead regular client touchpoints (weekly/biweekly operations calls, monthly value reviews, and QBRs/EBRs) 

• Define client-specific success metrics and value hypotheses; produce value reports, dashboards, and ROI summaries aligned to client and R1 standards 

• Act as the voice of the customer within R37/R1; synthesize feedback into clear product, process, and customer support priorities 

• Support renewal strategy with evidence of delivered value and future roadmap alignment; surface risks early, create mitigation plans, and maintain accurate health scoring and forecasts 

• Partner with R1 and R37 commercial teams to identify expansion paths (new service lines, specialties, sites, or higher automation/adoption) 

• Execute on and refine repeatable Client Success processes: onboarding-to-live handoff, account health scoring, QBR templates, escalation paths, playbooks, and knowledge base. 

• Mentor team members; building a high-performing team with clear accountability and a culture of client-centricity 

• Contribute to broader R37 and R1 integration efforts (tooling, Salesforce process, cross-product value narratives) 

Required Qualifications:

• 10+ years in Client Success, Account Management, Implementation, or Healthcare Operations roles, with at least 3 years owning enterprise healthcare accounts 

• Proven track record driving renewals, adoption, and expansion in a B2B SaaS or healthcare technology environment 

• Deep familiarity with hospital revenue cycle and/or mid-cycle workflows (coding, CDI, HIM, DRG, denials prevention, pre-bill review)