VP, Client Experience

About the Role

Key Responsibilities

• Lead the customer experience team, including onboarding, implementation, training, and support functions.
• Manage and develop a team of approximately 30 employees, including managers in project management, implementation, and support roles.
• Own and deliver on key departmental and company metrics such as on-time implementations, revenue recognition, ARR retention, NPS, and customer reference ability.
• Collaborate with the Executive Leadership Team to influence outcomes and achieve financial and operational goals.
• Scale the organization and processes to support rapid growth and a diverse customer base, from small to enterprise clients.
• Identify and implement improvements to enhance organizational scalability and customer satisfaction.
• Present and communicate effectively at the executive and board levels.

Requirements

• More than 10 years of experience leading and managing teams of 25+ people, including direct management of 3+ managers.
• Extensive experience in customer onboarding, project management, training, and support for SaaS software companies.
• Over 5 years of leadership experience at the director or VP level.
• At least 5 years of engaging with senior customer levels and managing customer experience teams.
• Proven ability to analyze data and use it to drive decision-making.
• Experience with software tools such as Salesforce, project management, support ticket systems, LMS, and webinars.
• Bachelor's degree or higher; PMP, MBA, or Master’s degree preferred.
• Experience deploying Healthcare IT solutions, especially Electronic Health Record software, is highly desirable.
• Experience partnering with third-party System Integrators for complex SaaS implementations is highly desirable.
• Experience owning and improving NPS and process improvement projects in customer success functions is highly desirable.
• Experience managing a P&L for a professional services organization is highly desirable.

Nice to Have

• Experience deploying Healthcare IT solutions, particularly EHR software.
• Partnering with third-party System Integrators for enterprise SaaS solutions.
• Owning and improving NPS and process improvement projects.
• Managing a P&L for a professional services organization.
• Utilizing Learning Management Systems for on-demand eLearning content.

Qualifications

• Bachelor's degree or higher.
• Preferably PMP certified, MBA or Master’s Degree.
• Minimum of 10 years of experience managing customer success teams in a SaaS environment supporting dispersed teams across multiple states.

Benefits & Perks

• Competitive salary range of $198K - $299K annually.
• Hybrid work model with 3 days in the office and 2 days remote, with potential future changes.
• Opportunity to work in a fast-growing, innovative healthcare software company recognized for excellent customer service.