Vice President, Client Experience

ProviderTrust•Nashville, TN

6h•Hybrid

About The Position

ProviderTrust is seeking a strategic, operationally excellent Vice President, Client Experience to design and lead an exceptional end-to-end client experience, from onboarding through adoption, service, engagement, retention, and renewal. The role leads Client Care and Client Services under one operating model with clear ownership, rapid resolution, and proactive communication. A major priority is guiding clients through the platform evolution and migration to ProviderTrust’s flagship product while protecting satisfaction, adoption, and retention. This is a client-facing leadership role, with substantial time spent with clients and the teams who serve them, including visiting health system and payer executives, hearing their challenges, and bringing those insights back to ProviderTrust. The role combines client insight, commercial judgment, and operational discipline, and uses AI to strengthen human expertise. The Vice President will set the client experience strategy and operating standards; own lifecycle performance, client health, retention, and the organization’s contribution to net revenue retention; lead migration communications and support; and partner across Commercial, Product, Technology, RevOps, Marketing, Operations, and Compliance. The position also manages budget, capacity, and cost to serve, develops leaders and teams, and establishes a strategic client community and advisory group. ProviderTrust was founded in 2010 to create safer healthcare through OIG and state Medicaid exclusion monitoring. The company provides ongoing exclusion monitoring and primary source verification to health systems, payers, and other healthcare organizations. It has more than 100 employees and is based in Nashville.

Requirements

10+ years in client experience, customer success, support, or related roles, including 5+ years leading teams and people leaders in B2B SaaS.
Proven success building or transforming a client organization’s operating model, tooling, talent, and quality standards, with measurable results.
Demonstrated success improving retention and adoption and connecting client success to expansion and revenue.
Experience leading major technology implementations, migrations, or platform transitions.
Practical experience applying AI and data to improve engagement, service, or team effectiveness.
Ability to influence product priorities without direct authority over every delivery team.
Executive communication skills and credibility with senior healthcare executives.
Experience managing budgets, forecasts, and capacity.
Client-obsessed, strategic and operational, data-driven, technologically curious, proactive, comfortable leading change, an exceptional communicator from front line to C-suite, and a developer of people.

Nice To Haves

Healthcare, compliance, or other regulated-industry experience, including credentialing, exclusion monitoring, provider data, or licensing.
Experience building a client advisory community, client-health models, or self-service programs.
Experience with Salesforce and Zendesk, or leading large SaaS platform migrations.

Responsibilities

Build and execute a client experience strategy tied to retention, adoption, expansion, and lifetime value, with measurable annual plans and quarterly priorities.
Set standards, KPIs, service expectations, and escalation paths across Client Care and Client Services.
Own the client experience from sales handoff through onboarding, adoption, and ongoing value; coordinate with Commercial on renewals and expansion.
Shift service from reactive support to proactive success by using client behavior and health signals to engage at important moments.
Own the client strategy for the platform migration, including communication, education, change management, migration support, and escalation.
Measure adoption, client effort, and client health after migration, partnering with Product and Technology on execution.
Own client health and retention through adoption, engagement, and value realization; establish leading indicators of churn and lead recovery plans for at-risk accounts.
Serve as trusted executive voice for the largest clients, engaging their compliance, credentialing, and operations leaders.
Establish and lead a strategic client community and advisory group that gives clients a formal voice in product direction.
Set standards for responsiveness, resolution quality, and client effort; identify root causes of recurring issues with Product, Technology, and Operations.
Partner with RevOps on client data, CRM discipline, and reporting; apply AI and automation to knowledge management, routing, sentiment and health analysis, and self-service with sound judgment and data safeguards.
Manage budget, capacity, and cost to serve.
Set clear roles, expectations, and career paths; coach managers and future leaders; build a culture of accountability, responsiveness, and empathy.
Bring Voice of the Client, support trends, and adoption barriers into roadmap decisions; align Sales, Product, Technology, RevOps, Marketing, and Compliance through clear working agreements.
Own the client organization’s contribution to net revenue retention through retention, adoption, and qualified expansion.
Assess the client journey, team capabilities, and recurring friction; build cross-functional relationships, meet top clients, establish baseline metrics, and align leaders on an improvement plan.
Deliver first-year outcomes including successful platform adoption, improved retention, faster and more consistent service, AI-enabled support, executive visibility into client health, and an established client advisory community.

Benefits

Hybrid schedule: 2 days in office.
16-week paid primary caregiver leave with a 2-week phase-back leave policy.
4-week paid secondary caregiver leave.
Competitive base salary and incentive package.
401(k) matching.
HSA employer contribution.
Company-paid life and disability insurance.
Medical, dental, and vision benefits; ProviderTrust pays 80% of premiums.
Free mental health and well-being resources.
Unlimited PTO.
11 paid holidays.
Flexible work schedule.
Internal professional growth, development, and mobility.
In-office amenities including a fully stocked kitchen and ergonomic desk setup.
Remote home-office setup with technology provided, remote-friendly meetings and celebrations, and interest-specific Slack channels.
Fitness stipend.
Cell phone reimbursement.