VP, Customer Success

Cosan Group • Tampa, FL

4d • Hybrid

About The Position

As VP, Customer Success, you’ll build and scale a customer success organization that drives onboarding excellence, retention, and expansion revenue growth. Join a mission-driven team where you’ll have direct impact on customer lifetime value and play a critical role in shaping how we deliver seamless post-sale experiences and measurable commercial outcomes. We’re looking for a strategic, customer-centric leader to own Cosán’s customer success function from the ground up. The ideal candidate has deep experience building or scaling customer success organizations with direct revenue accountability, ideally in healthcare services or health tech. You bring a strong operational mindset, thrive in fast-paced growth environments, and know how to design processes, playbooks, and metrics that drive retention and expansion. You’re a collaborative leader who partners seamlessly across sales, clinical, operations, product, and finance to ensure customers realize value quickly and consistently.

Requirements

• 10+ years of customer success, account management, or client services experience with at least 5 years in a senior leadership role.
• Proven experience building or scaling a customer success organization with direct revenue accountability.
• Strong background in healthcare services, health tech, or SaaS serving provider organizations.
• Demonstrated success driving retention and expansion within complex, multi-stakeholder customer environments.
• Experience leading teams that include early-career or internally promoted talent.
• Strong operational mindset with ability to design processes, playbooks, and metrics from the ground up.
• Highly collaborative leader with experience working cross-functionally across sales, clinical, operations, product, and finance.
• Strong CRM and analytics acumen (Salesforce, HubSpot); data-driven approach to customer health.
• Bachelor’s degree required.
• Exceptional leadership, communication, and relationship management skills.

Nice To Haves

• MBA or advanced degree in Business Administration or related field.
• Experience in value-based care, chronic care management, or care coordination services.
• Background in healthcare provider or payer organizations.
• Familiarity with healthcare metrics (Net Revenue Retention, churn, expansion metrics).
• Experience implementing customer success platforms or tools.
• Track record of achieving >90% net revenue retention.

Responsibilities

• Customer Success Strategy: Design and execute a scalable customer success strategy aligned with retention and expansion objectives. Establish the operating model, customer segmentation, engagement cadence, and success planning frameworks.
• Customer Onboarding: Lead the practice onboarding experience end-to-end. Partner with clinical, implementation, and operations teams to standardize processes. Establish metrics for onboarding success, time to value, and adoption milestones.
• Retention & Expansion Revenue: Own retention and expansion revenue targets with direct accountability. Develop account growth strategies to maximize customer lifetime value. Build disciplined forecasting for renewals and upsell/cross-sell opportunities.
• Team Leadership: Recruit, develop, and lead a high-performing customer success team. Provide coaching, enablement, and clear KPIs. Establish career paths and foster a customer-centric, accountable culture.
• Customer Insights & Executive Reporting: Serve as the voice of the customer across the organization. Develop dashboards and executive reporting on customer health, retention, and expansion. Partner with sales, operations, and finance on forecasting and performance analysis.

Benefits

• Unlimited Paid Time Off + Company Holidays.
• Medical, Dental, Vision Insurance.
• Complimentary Life Insurance.
• 401(k) Plan.
• Optional Short-Term, Long-Term Disability, Critical Illness & Accident coverage.
• Employee Assistance Program including mental health resources.
• Company-provided equipment (laptop, monitor, headset, etc.).

What This Job Offers

• Job Type: Full-time
• Career Level: Executive