Vice President, Customer Success

About Our ClientOur client is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. The company offers proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how this organization is transforming the future of healthcare.About the RoleAs the Vice President of Customer Success, this individual will be responsible for leading the charge for the organization's clients, which represent a standard-setting list of healthcare and pharma brands and deliver millions of patient visits through the platform every year. Given the strategic value of the organization's clients, the Vice President of Customer Success plays a pivotal role both internally and externally, connecting the dots on everything from strategic growth to roadmap development and operational standards.The Vice President of Customer Success will lead all elements of client implementation, solutions, and account management, and serve as the clients’ biggest advocate. This individual will be responsible for driving client satisfaction at all phases of their journey from launch to retention and growth, and will work closely with cross-functional teams to ensure the delivery of the organization's promise to its clients.Key ResponsibilitiesServe as the exec lead on enterprise accounts, driving internal and external alignment on product and operations priorities and ensuring the client voice is heard & understood by all team members.Lead, develop and manage a standard-setting client success team that clients love to work with and team mates enjoy collaborating with to ensure client and patient success.Drive client retention, expansion and growth strategy, hitting or exceeding revenue targets for client expansion.Lead all aspects of client implementation and continuously improve the enterprise implementation methodology and approach across segments to drive client satisfaction and successful launches.Lead cross-functional collaboration across operational teams including R&D, Network Operations, Clinical Operations and Finance to drive key initiatives to ensure performance to client requirements and attain high client NPS.Partner closely with the leadership team to ensure the successful delivery of the platform as well as delivering insights to R&D and Operations that drive strategic growth channels for the business.Develop and implement strategies to optimize client onboarding, adoption, and ongoing usage of the platform and services, building on the existing implementation methodology to create a world-class, enterprise strategy.Monitor and analyze client usage data, and use insights to drive product and service improvements.Develop and deliver regular reports on client success metrics, and use data to drive continuous improvement in client success initiatives.Stay up-to-date on industry trends and best practices in client success and virtual care delivery, and share insights with the broader team to drive innovation and growth.Required Qualifications12+ years of experience in client success, account management, or client success roles in enterprise healthcare, or virtual care delivery organizations.7+ years of experience leading and managing high-performing client success teams across Solutions, Implementation, and Account Management.Experience managing a P&L, and driving optimization and scalability of business units.Experience and deep understanding of R&D organizations and tech products, ability to work closely with Solutions Engineers to understand client needs and drive optimal implementations as well as upsell/cross-sell opportunities.Proven track record of driving client satisfaction, retention, and growth.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and internal stakeholders.Strong data analysis skills, with the ability to derive insights from data and use them to drive quick business decisions.Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.Bachelor’s degree in business, marketing, or a related field; MBA or advanced degree preferred.Salary and PerksPay Range: $221,000 - 199,000 base compensation. The role also offers a 20% bonus.Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.This organization is unable to consider sponsoring a new qualified applicant for employment authorization for this position. The role will remain open until Dec 31, 2025. Any eligible candidate that meets the essential criteria of the role may apply via the job posting or through the organization’s career page up until the designated application deadline.BenefitsAs an employee, you’ll enjoy a Total Rewards Program to help secure your financial future and preserve your health and well-being, including:Medical, Dental and VisionAncillary: Life, Short and Long Term Disability401K matchFlexible PTOParental LeaveStock optionsAdditional programs and perksNote:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”