VP, Customer Success

Nabla • New York, NY

2d

About The Position

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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 11-50 employees