VP, Customer Success (Duarte, CA)
On-site · Duarte, California, United States
Job Summary
VP of Customer Success to own a regional portfolio of health-system partnerships, lead a team of Directors and senior Customer Success Executives, and drive net revenue retention and expansion across the region. Responsibilities include setting strategy, building playbooks and processes, coaching a team, serving as the executive point of contact for major health system clients, leading enterprise implementations, collaborating cross-functionally with Product, Engineering, and Sales, defining client success metrics (NRR), onboarding and training workflows, expanding regional revenue through upsell/cross-sell, representing the company at conferences, and supporting regional hiring strategy. This onsite role is based in Duarte, CA with five days per week at the client site and occasional travel to headquarters in Palo Alto, CA.
Required Qualifications
- Bachelor’s degree from an accredited university.
- 10–15 years of experience in healthcare, including 7+ years in customer-facing leadership roles working with or within health systems
- Proven ability to manage Directors and senior CS team members (manager of managers) and drive impact across large, matrixed provider organizations
- Deep knowledge of clinical workflows, operational processes, and care delivery models (especially nursing or revenue cycle)
- Experience leading cross-functional initiatives in a startup or high-growth technology environment
- Strong executive presence and communication skills, with proven ability to engage board-level sponsors and C-suite executives in enterprise organizations
- Demonstrated success in implementation excellence, change leadership, and delivering measurable results in healthcare innovation
- Track record of hitting or exceeding delivery and revenue goals in a CS organization.
- Experience building or shaping customer success playbooks, team structures, and scalable infrastructure/ processes - not just executing them.
- Ability to satisfy client-specific credentialing requirements, including drug screening and proof of required vaccinations or immunizations, as mandated by the healthcare facilities where you will be deployed.
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