VP, Customer Success

Videa • Boston, MA

2d

About The Position

The Vice President of Customer Success owns Videa’s post-sale onboarding and expansion engine. This person is responsible for managing the rollout, customer health, and strategic growth of DSO accounts, including the operating model, team, and cross-functional processes that connect Sales, Clinical Success, Product, and Partnerships across the customer lifecycle.
As a key leader within Videa’s GTM organization, this role partners closely with leadership to shape long-term customer value creation, GTM strategy, and product direction. This function has become a key differentiator for Videa, enabling Enterprise and Mid-Market customers to realize measurable clinical and financial value while expanding adoption of the company’s AI platform.

Requirements

• VP, Customer Success owns Videa’s post-sale onboarding and expansion engine.
• Responsible for managing the rollout, customer health, and strategic growth of DSO accounts.
• Manage operating model, team, and cross-functional processes connecting Sales, Clinical Success, Product, and Partnerships.
• Partner with leadership to shape long-term customer value creation, GTM strategy, and product direction.
• Oversee executive relationships and commercial outcomes for all customers.
• Set and execute account strategies for DSO partners.
• Improve and manage complex installation processes, maintaining timelines.
• Ensure new accounts are onboarded within contractual agreements.
• Provide team oversight and leadership sponsorship for executive QBRs.
• Develop ROI analysis.
• Mentor team to navigate complex stakeholder environments.
• Manage relationships and cross-sell motion for Strategic Accounts.
• Drive enterprise expansion strategy.
• Convert pilots into scaled deployments.
• Unlock cross-sell opportunities.
• Design pilot frameworks that demonstrate financial and clinical value.
• Turn at-risk pilots into successful deployments.
• Own expansion revenue motion across existing customers.
• Realize ARR through full rollouts and closing cross-sells.
• Coach and mentor a high-performing team and operating model.
• Recruit and develop Account Managers.
• Stand up the Account Management organization and playbook.
• Define customer lifecycle stages and ownership.
• Develop service delivery model for Enterprise and mid-market segments.
• Create scalable team operating rhythms and performance metrics.
• Manage revenue forecasting, pipeline visibility, and expansion tracking systems.
• Serve as the connective tissue across Sales, Product, and Clinical Success.
• Partner with Product to shape roadmap and product packaging.
• Support Sales and Marketing with deal support and referenceability.
• Act as primary source of internal visibility into strategic accounts.

Nice To Haves

• Do Not Meet Every Requirement - Apply anyway.
• We are not looking for perfect resumes.
• We are looking for the right teammate who is excited to contribute to our mission and grow with us.
• We are looking for the right teammate who is excited to contribute to our mission and are flexible on level of experience.

Responsibilities

• Oversee executive relationships and commercial outcomes for all of Videa’s customers. Set and execute account strategies for DSO partners, steering and adapting Videa’s internal operating model to best serve customers
• Improve and manage complex installation processes, maintaining set timelines, and ensure all new accounts are onboarded within the contractual agreements.
• Provide team oversight and leadership sponsorship for Videa’s executive QBRs (including development of ROI analysis)
• Mentor team to navigate complex stakeholder environments across clinical, operational, and IT leadership
• Personally manage relationships and cross-sell motion for Videa’s Strategic Accounts
• Drive enterprise expansion strategy, converting pilots into scaled deployments and unlocking cross-sell opportunities across Videa’s AI platform
• Design pilot frameworks that demonstrate financial and clinical value, and turn at-risk pilots into successful deployments
• Own the expansion revenue motion across existing customers, including realizing ARR through full rollouts and closing cross-sells
• Coach and mentor a high-performing team and operating model that scales Videa’s post-sale growth
• Recruit and develop Account Managers across Enterprise and Mid-market segments
• Stand up the Account Management organization and playbook, including account planning frameworks, QBR processes, and ROI narratives
• Define customer lifecycle stages and ownership across Sales, CS, and AM
• Develop service delivery model for Enterprise and mid-market segments
• Create scalable team operating rhythms and performance metrics, including revenue forecasting, pipeline visibility, and expansion tracking systems
• Serve as the connective tissue across Sales, Product, and Clinical Success
• Partner with Product to shape roadmap and product packaging based on customer insights
• Support Sales and Marketing by providing deal support and priming customers for referenceability
• Act as primary source of internal visibility into strategic accounts for leadership team and the broader Videa team

Benefits

• Competitive compensation and meaningful equity
• Unlimited PTO
• 100 percent company-paid dental and vision coverage
• Generous medical contributions
• The opportunity to work on AI that is actually used every day
• A team of thoughtful, driven people who genuinely care

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed