VP, Customer Success

Overview

Overview: 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.

Key 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.

Qualifications

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. Preferred National health plan operating experience (10M+ lives) 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. Leadership Competencies Leadership presence and strategic thinking. Financial acumen and business insight. Change management and organizational development. Collaboration and cross-functional influence. Innovation and technology enablement. Recognition of key influencers or stakeholders. Negotiation skills. Geographic Responsibility: Remote, US Type of Employment: Full-time, permanent FLSA Classification (USA Only): Exempt Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job: The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work across multiple time zones in a hybrid or remote work environment. Long periods of time sitting and/or standing in front of a computer using video technology. May require travel dependent on company needs. The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check. HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. #LI-Remote **The annual US base salary range for this position is $234,000 to $286,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.