Vice President of Customer Success

Wisedocs is on a mission to make it easy and accessible for any company in the insurance, legal and medical space to understand medical documents quickly using AI (Artificial Intelligence). Every week, we process hundreds of thousands of pages of documents, saving our customers hours and hours of manual processing time, and helping them process medical claims much more quickly. 

We are searching for our first Vice President of Customer Success to join our Executive Leadership Team. This is a high impact role, and plays a critical role in ensuring customer satisfaction, retention, and expansion.  

This position involves overseeing the continued growth of our Customer Success team. This team is responsible for the implementation, success, growth, and support of our customers. You will be a key driver of sustainable revenue and long-term success by effectively managing the customer journey, leading a high-performance team, and collaborating across departments.  You will lead, mentor, and coach our fearlessly capable and passionate team.  

Beyond this, you will work cross functionally with our GTM, Operations, Product, and Leadership teams to ensure we are continuously delivering against customer and business requirements.  

The ideal candidate has a deep understanding of supporting Enterprise Customers You have strong industry expertise and understand the role of medical records in the claims lifecycle and are excited by the opportunity to make an impact in this critical role.  

The role is open for both Canada and US based candidates. This role is remote for US based candidates, with quarterly visits to our Toronto, Canada office

Travel Requirement: > 10%

Key Responsibilities: 

1. Develop and Execute Customer Success Strategy    

• Define the Customer Journey: Map out the ideal customer journey from onboarding to renewal and beyond, identifying key touchpoints and milestones.    

• Set Objectives and KPIs: Establish clear goals for the customer success organization and define key performance indicators (KPIs) to track progress towards these goals.    

• Build a Scalable Framework: Create processes and systems that can support rapid growth, ensuring consistent and efficient customer support.    

2. Lead and Manage the Customer Success Team    

• Hire and Train: Recruit, onboard, and train a high-performing team of customer success managers (CSMs), Support Specialists and the Implementation team.  

• Set Performance Standards: Establish clear expectations and performance metrics for your team providing regular feedback and coaching.    

3. Drive Customer Retention and Expansion 

• Reduce Churn: Proactively identify and address at-risk customers, implementing strategies to improve retention rates.    

• Increase Product Adoption: Encourage customers to fully utilize the product's features and functionalities, driving greater value realization.    

• Promote Upselling and Cross-selling: Identify opportunities to expand customer accounts by offering relevant upgrades and additional services.    

4. Collaborate with Other Departments 

• Sales and Marketing: Work closely with sales and marketing teams to ensure a smooth transition from lead to customer and to align on customer segmentation and targeting.    

• Executive Leadership: Represent the Customer Success organization at all ELT, SLT and Board level meetings.  

• Product Development: Provide feedback from customers to the product team, influencing product roadmap and improvements.    

• Finance: Collaborate on pricing strategies and customer lifetime value calculations.    

5. Ownership over Customer Success Stack and Data  

• Tool Management: Implement tools and technologies to track customer health, automate tasks, and gain insights into customer behavior.    

• Analyze Data: Monitor key metrics and analyze customer data to identify trends, predict churn, and measure the effectiveness of customer success initiatives.    

6. Champion Customer Advocacy 

• Be the Voice of the Customer: Advocate for customer needs and priorities within the company, ensuring a customer-centric approach.    

• Build a community: Foster a sense of community among customers, providing opportunities for them to connect and share best practices.    

Ideal Candidate: 

• 10+ years of experience in customer-facing roles, with at least 5 years in leadership positions within Customer Success.  

• Experience in Large Enterprise B2B SaaS is required. You have lead a team that have overseen and grown significant revenue. Ideally, you h