VP, Customer Success

Nabla

About The Position

We are a team of entrepreneurs, clinicians and engineers committed to bringing back joy to the practice of medicine. Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: the leading AI assistant that’s restoring the human connection at the heart of healthcare. By streamlining clinical documentation, Nabla is helping clinicians focus on what matters most - patient care. Today, over 85,000 clinicians across 130+ healthcare organizations trust Nabla to support how they deliver care every day. We’re at the start of an ambitious journey: Ambient listening, dictation, coding, and command capabilities are all converging into a proactive assistant that intuitively streamlines clinical and financial workflows. Backed by a recent $70M Series C, we’re hiring to build the next generation of clinical AI and improve the lives of clinicians and patients everywhere. This is a great time to join us! We are looking for a VP, Customer Success to lead and scale our post-sales organization. You’ll own the full customer lifecycle from onboarding through renewal and expansion — ensuring our health system partners realize measurable value from Nabla. This is a player-coach role: you’ll lead a growing team while staying close to our most strategic accounts.

Requirements

10+ years in Customer Success or Account Management, with 8+ years in a leadership role
Experience scaling a CS org from early-stage through Series D+ growth
Proven track record owning NRR targets of $20M+ ARR
Experience in healthcare technology, digital health, or enterprise SaaS strongly preferred
Deep understanding of health system procurement cycles, clinical workflows, and EHR ecosystems
Analytical and Executive mindset — you lead with data and can build a board-ready CS metrics story
Exceptional executive presence; comfortable presenting to C-suite and clinical leadership
Ability to travel up to 30%

Nice To Haves

Experience with AI/ML products in clinical settings
Background in clinical operations or health system administration
Familiarity with HL7/FHIR and EHR integrations (Epic, Cerner, Athena)

Responsibilities

Team Leadership
Build, manage, and mentor a high-performing CS team across Customer Success Managers, Implementation Specialists, Integrations, and Support
Define team structure, headcount plan, and career paths as we scale from startup to growth-stage
Foster a customer-obsessed, data-driven culture
Customer Outcomes & ARR (Annual Recurring Revenue) Expansion
Own GRR (Gross Revenue Retention), NRR (Net Revenue Retention), and CSAT as primary KPIs, along with ARR expansion
Elevate Nabla’s capability to communicate Customer Value, and drive penetration into C-level Customer Sponsorship for our strategic accounts
Be a strong partner to our Sales Team in identifying and strategizing on cross-sell and upsell opportunities
Personally manage relationships with our top-tier health system executives
Drive measurable clinical and operational outcomes for customers
Process & Systems
Build and refine scalable CS playbooks: onboarding, QBRs, health scoring, renewal, and expansion motions
Elevate Nabla’s Strategic Governance capabilities for our Must Grow Accounts, for example CVS, UCLA, UCSD, etc.
Implement and optimize tooling (CSP, CRM, health dashboards, etc.)
Cross-Functional Collaboration
Partner with Sales on expansion and upsell opportunities
Work with Marketing on case studies, references, and community programs
Partner with Product to strengthen the feedback loop between customer needs and product roadmap

Benefits

Compensation and Equity: Competitive salary and stock options
Comprehensive Health Plans: 100% individual coverage for Medical, Dental, and Vision insurance
Time Off: Unlimited paid time off and 11 national holidays
Health Comes First: Unlimited sick leave
Parental Leave: Paid leave for new parents
Remote-friendly: $1,500 to purchase home office equipment
Trust & accountability: Full ownership of your time and schedule

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