VP of Customer Growth

HirexHire•Elk Grove Township, IL

5d•Onsite

About The Position

Our client is hiring their first VP of Customer Growth — a revenue-generating commercial leader who will own net revenue retention, expansion ARR, and the strategic account program across our client's full customer base. This is not a traditional CS role. The VP Customer Growth carries expansion quota, builds a CS-as-revenue model, and leads a team that includes Customer Success-Enterprise, Outcomes Research & Registries, and Customer Success-Specialty Practice. The incoming leader will inherit a strong team, a clear structure, and a commercially ambitious mandate: grow NRR to 120%+ while protecting and expanding relationships with some of the most consequential health systems and specialty practices in the country.

Requirements

8+ years in Customer Success, Account Management, or commercial CS leadership in B2B SaaS or health technology.
Proven track record carrying and exceeding expansion quota — you have personally owned NRR targets, not just supported them.
Experience building CS-as-revenue models: CSM incentive design, expansion playbooks, and tech-touch at scale.
Health system or clinical technology account management experience — you understand how health systems buy, renew, and expand.
Led teams of 10+ including CS Directors or senior individual contributors.
Demonstrated ability to grow NRR from 120%+ in a prior role.
Dual-track model experience: Enterprise and Specialty simultaneously, with differentiated service approaches.
HubSpot CRM fluency; data-driven approach to account health and expansion forecasting.

Responsibilities

Own the full NRR and expansion ARR targets for our client— the primary commercial metric for this role.
Lead three teams: CS Enterprise (health systems, new strategic partners), CS Specialty Practice (specialty practices), and Outcomes Research & Registries (Provider, MedTech, Societies).
Carry and manage personal expansion quota; build and administer CSM-level expansion incentive plans tied to ARR growth.
Own the Strategic Account Program for named accounts — executive relationship management, multi-year expansion planning, and EBR cadence.
Build the CS-as-revenue operating model: playbooks, tooling, metrics, and team structure that treats CS as a growth engine, not a cost center.
Partner with the VP Provider Sales in a commercial pod model — aligned coverage of Enterprise and Specialty accounts from sale through expansion.
Drive the Enterprise/Specialty Practice bifurcation to full execution: differentiated service models, CSM ratios, and segment-specific expansion plays.
Develop and retain a high-performing team — coaching (CS Enterprise), (CS Specialty), and (Outcomes Research & Registries).
Oversee FY2027 headcount plan and capacity modeling.