Vice President, Client Success
Job Summary
Job Description
The Vice President, Client Success will lead and scale a high-performing client success organization focused on delivering measurable value to health systems and provider networks. This executive role oversees the full client lifecycle, from onboarding through renewal, ensuring strong retention, revenue expansion, and strict adherence to healthcare compliance standards. The position requires strategic leadership, operational rigor, and executive-level relationship management within a dynamic healthcare information environment.
Responsibilities:
- Develop and execute a comprehensive client success strategy aligned with corporate and compliance objectives.
- Build and expand executive-level relationships across enterprise healthcare accounts.
- Drive retention, renewals, upsell, and cross-sell initiatives in collaboration with Sales and Product teams.
- Establish scalable processes, CRM systems, and customer health dashboards to support client engagement.
- Oversee issue escalation and resolution frameworks to ensure timely and effective outcomes.
- Lead and develop a high-performing client success team focused on accountability and continuous improvement.
Requirements:
- 10+ years of experience in client success, account management, or healthcare operations.
- Minimum 5 years of leadership experience managing large enterprise relationships.
- Strong background in healthcare IT or health information services.
- Deep knowledge of compliance standards including HIPAA, CMS, and OCR guidelines.
- Experience using CRM platforms such as Salesforce.
- Bachelor’s degree required; Master’s degree preferred.
This role requires up to 25% travel and demands strategic thinking, operational excellence, and executive communication skills to drive long-term client loyalty and growth.
