VP Customer Success

VideaHealth•Boston, MA

44d

About The Position

We're looking for a VP of Customer Success to join the VideaHealth leadership team. We are looking for a strategic, customer obsessed leader to shape the customer experience, drive successful adoption of our product suite and ensure customer satisfaction. Working closely with the CEO and CRO, you will lead a growing team focused on ensuring customer implementation, adoption, satisfaction and retention.

Requirements

Experience rolling out enterprise software products that require integration with or migration from legacy systems, ideally in complex operational environments.
Demonstrated success driving product onboarding and continuous adoption, including deep change-management expertise for introducing new tools into established customer workflows.
Strong track record managing customers with centralized economic buyers and highly decentralized end-user bases, ensuring value realization across diverse stakeholder groups.
Experience leading Customer Success motions across both Enterprise and SMB segments, ideally in vertical SaaS
Leadership experience in a SaaS business scaling through Series A/B to Series D+, with a deep understanding of the organizational and operational demands of that stage.
Expertise in change management, multi-product enablement, and driving measurable improvements in customer outcomes.
Passion for technology and innovation, with a deep commitment to delivering value to customers.
Ability to thrive in a dynamic, entrepreneurial environment and drive results with limited resources.
Location: New York or Boston

Nice To Haves

Experience in dental or health tech companies is a plus, but not required.

Responsibilities

Own the end-to-end Customer Success lifecycle, including implementation, onboarding, ongoing change management, adoption, renewals, and overall customer satisfaction for enterprise and SMB customers
Drive success across both centralized customer organizations and distributed end-users, ensuring strong product adoption, engagement, and value realization at every level.
Build, lead, and develop a high-performing Customer Success team that is relentlessly focused on delivering exceptional customer experiences and maximizing user happiness.
Lead and execute QBRs and other executive-level engagement rhythms, ensuring customers are strategically aligned, supported, and positioned for long-term success across all products.
Collaborate closely with the executive team to provide actionable product feedback, influence product roadmap decisions, and contribute to company-wide leadership initiatives.
Establish strong relationships with key customers, understanding their needs, challenges, and objectives. Drive initiatives to enhance customer satisfaction, loyalty, and advocacy

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