VP, Customer Success

HealthEdge•Remote,

2d•$234,000 - $286,000•Remote

About The Position

The Vice President, Customer Success is a senior leadership role responsible for enterprise client success strategy and execution. This role drives customer retention, growth, and satisfaction across all a specific National Account vertical, providing visionary leadership and overseeing a team of Client Success Executives and related functions. Reporting directly to the Chief Customer Officer, the VP shapes and delivers the organization’s customer-centric strategy, ensuring operational excellence, financial performance, and long-term client value creation.

Requirements

Bachelor’s degree required; Master’s degree or MBA preferred.
10+ years of leadership experience in Customer Success or related roles within healthcare or health plan environments.
Proven track record of leading large teams, managing multi-million-dollar accounts, and driving enterprise-level customer success strategies.
Success in driving and creating operating models at scale that support National health plan’s complex organizational structures and breath of business needs.
Able to thrive in a highly matrixed environment and hold all parties accountable to the solutions including themselves and their teams.
Expertise in financial management, strategic planning, and executive stakeholder engagement.
Strong ability to influence at the C-suite level and navigate complex organizational structures.
Ability to create win/win relationships and solutions.
Comfortable communicating negative information but in a positive and constructive way that provides options to customers.

Nice To Haves

Preferred National health plan operating experience (10M+ lives)

Responsibilities

Define and execute the enterprise customer success strategy aligned with corporate objectives.
Serve as a key member of the Customer Leadership Team, influencing company-wide decisions impacting client experience.
Lead, mentor, and develop a high-performing team of Customer Success Executives.
Develop a strategy that best supports a National level customer doing business across multiple states, many types/lines of business (LOBs) and compliance requirements, numerous provider networks and reimbursement methodologies and significant membership.
Create an operating model that will match the unique requirements stated above for a National client and ensure business outcomes are achieved at all levels.
Establish departmental KPIs, monitor performance, and ensure alignment with organizational goals.
Own and enforce customer KPIs and SLAs at a National account enterprise (macro level) and at a customer’s unique LOB (micro level) splits.
Fully understand and advocate the account’s strategic national play in both the US healthcare industry and as a key account and partner.
Act as the executive sponsor for the account, building trusted relationships with C-suite stakeholders.
Own customer’s P&L, including revenue growth, retention, and EBITDA contribution.
Drive forecasting, budgeting, and cost optimization for the Client Success organization.
Collaborate with Sales, Product, Delivery, Engineering and Consulting to ensure seamless client experience and solution delivery.
Encourage customer participation in CSAT, NPP, Advisory Boards and other sponsored events as a means for the customer to express satisfaction levels and influence tactical and strategic decision making.
Influence product roadmap and service offerings based on client insights and market trends.
Champion data-driven decision-making, leveraging customer health metrics and predictive analytics.
Represent the company at industry events, conferences, and executive forums as a thought leader.