Vice President, Customer Success - Acute and Payer

📋 Description

• Lead retention and growth for Acute and Payer customers; accountable for NRR, GRR, expansion
• Define and operationalize customer success frameworks, including health scores, executive reviews
• Manage and grow a portfolio representing ~112M ARR with strong engagement and value realization.
• Drive Customer Engagement Transformation to support outcomes and growth.
• Align CS with GTM strategies with Sales and Revenue leadership to support renewals and expansion.
• Establish cross-functional risk reviews; escalate and resolve issues while driving accountability.

🎯 Requirements

• Bachelor’s degree required; MBA or healthcare-related advanced degree asset.
• 10+ years in Customer Success/Account Management with at least 5 years leading CS teams in a
• Preferred: 10+ years U.S. healthcare payer/provider experience.
• Proven track record in retention, expansion, NRR, and GRR across large portfolios.
• Experience scaling CS organizations during growth and transformation.
• Strong executive presence; ability to influence C-suite stakeholders.

🎁 Benefits

• Base salary + bonus + benefits; details discussed during hiring.
• PointClickCare Benefits & Perks; many programs starting Day 1.
• Retirement Plan Matching, Flexible PTO, Wellness Spending, Parental & Caregiver Leaves.
• Fertility & Adoption Support; Continuous Development; EAP; Learning Resources.
• Employee Recognition and more.