Vice President of Customer Success

Overview

The Vice President of Customer Succes will play a pivotal role in driving customer satisfaction, retention, growth, and advocacy. This position involves establishing strong relationships with executive stakeholders, driving revenue growth, gathering service feedback, and promoting customer advocacy.

Responsibilities

• Define and execute the vision and strategy for customer success aligned with company objectives.
• Lead customer success programs to strengthen and expand customer relationships.
• Drive retention strategies, referrals, and lifetime value through customer experience initiatives.
• Develop strong relationships with key accounts and transform customers into brand advocates through case studies and referrals.
• Build and lead high-performing teams, fostering a positive employee culture.
• Collaborate with a diverse team to drive sustained business growth.
• Ensure clients receive the highest standard of care through empathetic leadership.
• Nurture existing customer relationships to identify and capitalize on growth opportunities.
• Use service interactions to gather insights that inform sales strategies.
• Establish key service excellence metrics to track and enhance quality outcomes.
• Build relationships at all organizational levels and cross-functionally, partnering closely with Sales and Operations to drive customer success.
• Align customer service and sales goals by partnering with Sales and Marketing to identify upselling and cross-sell opportunities. Identify leads and expansion opportunities.
• Scale onboarding and support processes that improve retention and satisfaction.
• Deliver professional presentations to decision-makers.
• Develop KPIs linking service quality and NPS to growth metrics.
• Report key performance data and customer insights to senior leadership.
• Align initiatives with regulatory requirements and accreditation standards.
• Stay abreast of industry trends and innovations in healthcare service models.
• Lead efforts to recognize and celebrate service excellence.
• Identify and mitigate risks related to service quality.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager.  
• Reacts positively to change and performs other duties as assigned.

Qualifications

• Bachelor’s degree in healthcare administration, Business Administration, or a related field is preferred.
• Minimum of 5-7 years of in customer success or account management roles, preferably in the healthcare sector.
• Strong understanding of healthcare services and long-term care facilities.
• At least 3-5 years of management or leadership experience in a healthcare setting.
• Proven track record in nurturing and growing customer relationships.
• Experience building and managing high-performing teams.
• Strong collaboration skills with a diverse team.
• Proven success establishing strong relationships with sales and Operations.
• Empathetic leadership and effective management skills.
• Excellent communication and presentation skills.
• Strong analytical and data-driven approach to identifying growth opportunities.
• Ability to work independently and with other team members.
• Excellent interpersonal, oral, and written communication skills.
• Must be detail oriented and self-motivated.
• Excellent customer service skills.
• Anticipate needs in a proactive manner to increase satisfaction.
• Take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems.

 

We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.

 

We are an equal opportunity employer.