Vice President, Client Success

MRO Corporation•,

3d•$204,800 - $276,600•Remote

About The Position

The Vice President of Client Success will build and lead the client success function for the Curation Solutions business unit. This is a new leadership role created to unify client relationship management, reduce client attrition, and ensure that every client in a $150M+ portfolio realizes measurable value from our solutions. Reporting to President, Curation Solutions, you will own the end-to-end client success lifecycle — from post-sales onboarding through ongoing value realization and retention. You will be accountable for gross revenue retention and for identifying growth opportunities for the Commercial team to drive up-sell and expansion. You will directly oversee the creation and management of the new Client Success function, as well as actively partner with cross-functional leaders across Clinical Services (Operations), Product, Implementation, Commercial, and Advisory to ensure alignment around a shared commitment to client outcomes. This role requires a leader who can simultaneously build the infrastructure of a modern client success organization (health scoring, tiered engagement models, escalation frameworks, playbooks) while personally engaging with the most strategic and at-risk clients. You will bring both the strategic vision to design the function and the operational discipline to execute against measurable retention and satisfaction targets.

Requirements

10+ years of progressive experience in client success, account management, or customer operations in B2B healthcare technology, health services, or clinical data management.
5+ years in a leadership role managing client-facing teams of 10+ people, with demonstrated success in reducing churn and improving net revenue retention.
Deep experience working with health systems, hospital quality teams, or multi-facility healthcare organizations as clients or partners.
Proven ability to build a client success function or significantly transform an existing one — including designing health scoring, tiered engagement models, escalation frameworks, and playbooks.
Strong executive presence and comfort engaging C-suite stakeholders at large health systems.
Analytical mindset with experience using data to drive client health decisions, identify risk patterns, and report on retention outcomes.
Demonstrated ability to work cross-functionally across Commercial, Operations, Product, and Finance, with a track record of driving alignment on shared client outcomes.
Excellent written and verbal communication skills.
Bachelor’s degree or equivalent experience; MBA or advanced degree preferred.

Nice To Haves

Background in clinical registry services, quality reporting, or outsourced healthcare data management.
Familiarity with Salesforce and customer success platforms (e.g., Gainsight, Totango, ChurnZero, or similar).
Familiarity with CMS quality programs, clinical registries, or hospital regulatory
Experience managing through a platform migration or major product transition with an existing client base.

Responsibilities

Design and implement a tiered client engagement model ensuring appropriate coverage and service levels from strategic ($2M+) through scale (<$100K) accounts.
Establish proactive risk detection and intervention processes — replacing the current reactive approach with early-warning triggers and structured recovery playbooks for at-risk accounts.
Create and implement a value realization methodology that equips the Client Success team to articulate partnership ROI to clients and counter cost/value perception challenges in QBRs and partner conversations.
Drive adoption of client-facing technology platforms by ensuring appropriate processes and structures are in place (e.g., training and onboarding, demos, tech support and troubleshooting, voice-of-customer feedback, proactive roadmap updates, etc.)
Own the risk & attrition management process end-to-end, including post-mortem analysis, root cause documentation, preventive action tracking,, and reporting to senior leadership.
Establish playbooks that coordinate efforts across Product, Support, Commercial, Clinical Services, and Advisory efforts to ensure a consistent and holistic client experience
Establish a client intelligence framework to ensure client needs and priorities are understood and reflected in Client Success activities
Design and implement closed-loop feedback processes that translate client concerns and strategic goals into measurable action across Product, Operations, and Growth.
Directly manage and develop the Client Success team, establishing clear expectations for client coverage, touchpoint frequency, documentation, and escalation standards.
Recruit, coach, and retain a high-performing client success team, including defining career progression for the client success team.
Reduce individual performance variation by implementing standardized playbooks, templates, onboarding guides, and engagement protocols.
Foster a culture of client advocacy within the team — serving as a neutral, trusted voice that bridges Commercial, Operations, and client interests.
Serve as the primary liaison between the Client Success function, Clinical and Commercial leadership, establishing a regular cadence for sharing delivery patterns, risk signals, and quality trends.
Partner with commercial team on renewal strategy, expansion identification, and retention planning.
Collaborate with Product and Marketing to represent the voice of the client, ensuring client feedback influences roadmap decisions and marketing messaging, and that product updates are proactively communicated to clients.
Work with Implementation teams to design smooth handoff protocols that prevent post-implementation satisfaction gaps.
Coordinate with Commercial and Finance on invoicing, billing, and pricing conversations that require client-facing sensitivity and context.
Work with Commercial team to negotiate and execute renewals
Personally own relationships with the most strategic and complex health system clients, including C-suite engagement and Executive Summits.
Work with Clinical Services and Commercial leadership to design and implement refreshed Quarterly Business Reviews for Tier 1 accounts.
Report to senior leadership on gross revenue retention, client health trends, NPS trajectory, churn risk, and corrective actions in progress.
Represent the client success perspective in executive leadership meetings, M&A integration planning, and board-level discussions as needed.