Vice President, Customer Success

About the Company

High-growth health tech company

Industry
Information Technology and Services

Type
Privately Held, VC-backed

About the Role

The Company is seeking a Vice President of Customer Success to lead the development and scaling of the department, with a focus on fostering effective relationships, ensuring customer success, and driving upsell opportunities. The successful candidate will be responsible for building out the customer success function, managing a team that includes local and offshore members, and overseeing the care of large enterprise clients. This role demands a high level of independence, self-drive, and the ability to make decisions and drive outcomes autonomously, particularly in the context of time zone differences. The VP of Customer Success will work closely with sales, program management, and implementation teams, and will be expected to be a trusted advisor to customers, manage the corporate customer journey, and lead engagement campaigns to maximize ROI and retention. Applicants for the VP of Customer Success position at the company should have a Bachelor's degree in computer science or a related field, with at least 10 years' experience in customer success roles within startup environments. The role requires a candidate with a strong technical background, including the ability to understand and address complex customer issues related to APIs and webhooks, as well as a data-driven approach with knowledge of reporting and analytics tools. Strong consultative abilities, experience in consultative sales, and a proven track record of driving customer satisfaction and retention are essential. The ideal candidate will be performance-driven, results-oriented, and possess strong commercial acumen to identify and capitalize on upselling opportunities. Success in this role will be measured by customer retention, account expansion, and customer satisfaction rates.

Travel Percent
Less than 10%

Functions

• Sales/Revenue
• Information Technology
• Account Management/Optimization