VP of Customer Success

Steer Health•Dallas, TX

7d•Remote

About The Position

Steer Health is an AI-powered healthcare growth and automation platform helping health systems and medical groups improve patient access, operational efficiency, and revenue performance. Our solutions support digital front door, scheduling, intake, care coordination, and patient engagement, deeply integrated into clinical and administrative workflows. We sell to healthcare executives and operate in complex enterprise environments where outcomes, ROI, and execution matter. Role Overview — This Is a Builder Role We are seeking a Vice President of Customer Success to build, scale, and own post-sales revenue performance across retention, renewals, and expansion. This role carries direct accountability for Net Revenue Retention (NRR), Gross Retention, and Expansion ARR, and is a core member of the executive leadership team. This is not a role for someone who only manages large inherited teams. We are looking for a player-coach who has built CS organizations from the ground up, is comfortable managing strategic accounts personally, and can operate in a fast-moving startup environment.

Requirements

10+ years in Customer Success, Account Management, or Client Services
5+ years in senior leadership roles (Director or VP)
Proven ownership of NRR and expansion ARR in B2B SaaS
Healthcare or health-tech industry experience strongly preferred
Strong executive and board-level communication skills
Data-driven operator with experience scaling CS organizations
Has Healthcare SaaS experience selling to health systems or medical groups (not consumer health or pharma)
Has built CS teams from scratch (not only managed large inherited organizations)
Is metrics-obsessed and fluent in NRR, churn, expansion, and health scoring
Is a player-coach willing to manage strategic accounts personally
Views CS as a revenue function, not a support function
Is comfortable explaining AI and automation value to healthcare executives
Has strong executive presence with CIOs, CMOs, and CFOs
Thrives in startup environments with ambiguity, pressure, and rapid execution

Nice To Haves

Healthcare or health-tech industry experience strongly preferred

Responsibilities

Net Revenue Retention (NRR) targets
Renewal execution and forecasting
Expansion and upsell revenue from existing customers
Executive visibility into churn risk and ARR at risk
Forecast renewals, churn risk, and expansion pipeline with high accuracy
Build dashboards tracking NRR, GRR, health scores, time-to-value, and expansion signals
Align CS compensation and KPIs to revenue outcomes
Partner closely with Sales leadership on account planning and expansion motions
Define and execute the end-to-end Customer Success strategy aligned to ARR growth
Build and scale CS teams (initially 5–15, then beyond) with strong frontline leadership
Serve as executive sponsor for top enterprise and strategic accounts
Personally manage and rescue at-risk and high-value accounts when needed
Establish scalable playbooks for onboarding, adoption, renewal, and expansion
Own core CS metrics: NRR, GRR, Expansion ARR, Time-to-Value, CSAT, and Health Scores
Implement early-warning systems to detect churn risk before escalation
Own CS tooling (CRM, CS platforms, analytics) to support predictability and scale
Partner with Finance on revenue forecasting and board-level reporting
Partner with Product to ensure roadmap aligns to retention and expansion signals
Work with Engineering to address delivery risks impacting customer outcomes
Collaborate with Marketing on customer advocacy, case studies, and expansion campaigns
Act as a unifying force across Sales, CS, Product, and Engineering