Vice President of Customer Success

VP of Customer Success

Location: U.S. (East preferred)

4-5 days per week in office (NYC MidTown) NOT REMOTE!

We will only consider candidates for this role who have previous IN HOUSE HealthCare/Health Systems/Hospital experience that has then gone and worked at a Healthtech company.

Our client works with the top IDNs, and Health Systems/Hospitals in the country so its paramount this hire knows the inner workings.

Through a combination of AI, real-time location data (RTLS), and deep EHR integration, we enable care teams to operate with real-time intelligence and financial discipline, driving better outcomes for both patients and operators.

After rapid scale over the past two years, we are now building the foundation for the next phase of durable, disciplined hypergrowth.

About the Role

We’re hiring a VP of Customer Success to lead retention, adoption, ROI, and expansion across 150+ enterprise health systems. This is a strategic revenue leadership role, not support. You’ll own the post-deployment customer lifecycle, ensuring clients operationalize the platform into clinical and operational workflows, realize measurable impact, and expand over time. We need someone who understands complex healthcare operations, builds executive trust, and can scale operational rigor across Customer Success.

What You’ll Own

1. Net Revenue Retention (NRR) & Expansion

• Own and exceed aggressive NRR targets across enterprise accounts
• Build a structured, repeatable expansion motion (upsell + cross-sell) tied to ROI
• Partner with Sales to convert initial deployments into multi-year, multi-product growth engines

2. Post-Deployment Success & Value Realization

• Own the full post-go-live lifecycle: adoption, optimization, and expansion
• Ensure customers achieve measurable ROI across:
• Patient flow & throughput
• Asset visibility & utilization
• Staff efficiency & labor optimization
• Cost reduction & operational performance
• Standardize how ROI is defined, tracked, and communicated across IDNs

3. Strategic Customer Ownership

• Establish a mission-critical platform within health systems
• Build deep relationships across clinical, operational, IT, and executive stakeholders
• Drive outcome-based success plans aligned to hospital KPIs and system priorities
• Proactively identify risk, intervene early, and orchestrate internal resources to protect and grow accounts

4. Customer Success Operating System

• Build a scalable CS function grounded in:
• Segmentation & coverage models
• Customer health scoring
• Success plans & ROI tracking
• Renewal & expansion forecasting
• Implement consistent operating cadence:
• QBRs / Executive Business Reviews
• Renewal workflows
• Adoption and usage tracking
• Turn CS into a predictable, data-driven growth engine

5. Customer Success Practice & Scale

• Define and operationalize best-in-class CS playbooks across:
• Adoption
• Retention
• Expansion
• Value measurement
• Translate complex customer data into clear ROI narratives and repeatable frameworks
• Drive consistency and scalability across a rapidly growing customer base

6. Cross-Functional Leadership

• Partner closely with Sales, Product, Technical Services, Hardware Ops, and Marketing
• Ensure seamless handoffs from sale → implementation → value realization → expansion
• Act as the voice of the customer, shaping product roadmap and ROI-driven innovation

7. Team Building & Leadership

• Build, coach, and scale a high-performance enterprise CS organization
• Instill a culture of ownership, urgency, and accountability
• Develop leaders who can operate independently inside complex health systems

What “Great” Looks Like

• We are embedded into daily hospital workflows, not treated as a tool
• Customers can clearly articulate hard-dollar ROI and operational impact
• Expansion is systematic, data-driven, and expected
• Renewals are predictable and frictionless
• Your team operates with precision, consistency, and executive presence

Who You Are

• 10+ years in Customer Success in hospital and healthtech
• Proven ownership of NRR in enterprise SaaS (healthcare/healthtech strongly preferred)
• Deep experience working with IDNs, acute care systems, and complex healthcare environments
• Strong understanding of:
• Clinical and operational workflows
• Healthcare technology ecosystems (RTLS, EHR integrations, SaaS platforms)
• Post-deployment lifecycle management
• Track record of driving:
• Adoption → optimization → measurable ROI → expansion
• Experience scaling CS in $50M–$300M ARR environments
• Executive presence with the ability to engage C-suite stakeholders (COO, CIO, CNO)
• Highly operational and data-driven; strong command of CRM systems (e.g., Salesforce)
• Thrives in fast-paced, high-change, growth-stage environments

Why This Role

• You’ll own the company’s most important growth lever: retention and expansion
• You’ll work with the largest and most complex health systems in the U.S.
• You’ll define how AI + RTLS + workflow automation transform acute care operations
• You’ll build the Customer Success engine that powers the next phase of scale

Compensation: Below.