VP, Client Success

Mosai•Jacksonville, FL

3d•Remote

About The Position

Mosai™ is the intelligent care coordination platform that brings together the fragmented pieces of healthcare into a clear, connected picture. Like a mosaic, our platform unites data, people, and processes so providers can make better decisions, coordinate care in real time, and deliver improved outcomes. With Mosai, home-based care organizations can thrive in value-based care while giving every patient the right care, in the right place, at the right time. Learn more at https://www.mosai.com/ Position Summary The VP, Client Success is responsible for ensuring our clients realize meaningful value from their partnership with Mosai and choose to continue and grow that relationship over time. This role focuses on overall adoption, value attainment, retention performance, strengthening executive-level client relationships, and helping position accounts for long-term expansion. The VP will oversee both enterprise and scaled Client Success motions, ensuring the right level of engagement and support across the client base. They will work closely with Sales on strategic account planning, renewals, and growth opportunities, while keeping client outcomes at the center of those efforts. A key part of the role includes establishing clear, measurable indicators of client health and building scalable systems to proactively support engagement and value realization.

Requirements

8+ years of experience in B2B SaaS, including 5+ years leading Client Success within a $50M+ ARR organization, ideally in complex or vertical SaaS environments.
Demonstrated track record of driving strong Gross Revenue Retention while overseeing both enterprise and scaled success motions.
Experienced in building executive-level client relationships and leading disciplined enterprise account planning in partnership with Sales.
Proven ability to scale teams and operating models, including segmentation strategy, performance standards, and process rigor.
Comfortable operating in regulated industries and in private equity–backed or high-growth environments, with a data-driven and cross-functional leadership style.

Nice To Haves

Experience in home-based healthcare, the broader healthcare industry, or health technology organizations is strongly preferred.
Prior experience with Salesforce, Gong and Pendo.

Responsibilities

Own client adoption, value realization, and proactive identification of early-life risk through structured renewal readiness and predictive risk frameworks. Strategize and partner cross-functionally on revenue retention strategy and performance with a focus on maximizing Gross Revenue Retention and reduction of contract churn.
Lead engagement across the company’s most strategic accounts by overseeing enterprise Client Success coverage, ensuring consistent executive-level alignment, and partnering with Sales on account planning and Product on enhancement requests to position clients for renewal and long-term growth.
Guide the scaled Client Success motion for the broader client base, driving adoption, monitoring engagement and cancellation risk signals, and improving efficiency through thoughtful segmentation, automation, and coverage design.
Strengthen expansion readiness by ensuring accounts have clear growth roadmaps, whitespace opportunities are identified and documented, and clients are strategically prepared for expansion conversations in close collaboration with Sales.
Establish and operationalize a clear client health and value realization framework, including standardized business reviews, measurable adoption and outcome tracking, and executive-ready reporting that connects platform adoption to operational and financial impact.
Build a disciplined, data-informed retention engine with reliable forecasting, clear performance standards, and strong partnership with RevOps to ensure risk tracking, reporting rigor, and leadership visibility.
Develop and lead high-performing enterprise and scaled Client Success teams, with defined expectations, consistent performance management, and a scalable organizational model that supports growth.
Improve cross-functional alignment with Sales to increase expansion pipeline influence, conversion readiness, and multi-year renewal strength while maintaining clear accountability boundaries.
Deliver measurable improvements in retention and efficiency over time, including stronger enterprise GRR performance, reduced reactive churn events, clearer risk forecasting, and tight alignment with sales documented growth plans across strategic accounts.
All other job-related duties as assigned