Vice President, Client Success

Vice President, Client Success

Summary of Position:

The Vice President of Client Success will lead and scale a high-performing client success organization focused on delivering exceptional client outcomes, driving retention, growth, and loyalty across our health system and provider network. This executive will be responsible for the end-to-end client experience—from onboarding to renewal—ensuring our solutions deliver measurable value while maintaining the highest levels of compliance, trust, and satisfaction in a rapidly evolving health information landscape.

Key Responsibilities:

Strategic Leadership:

• Develop and execute a comprehensive client success strategy aligned with corporate goals and health information compliance standards
• Partner cross-functionally with Client Operations, Sales, Product, Implementation, Finance, and
• Compliance teams to ensure a seamless and strategic client experience
• Champion the voice of the client across the organization and within executive leadership conversations

Client Relationship Management:

• Responsible for client relationship development, client growth, and high-level issue resolution
• Expand executive-level relationships with key client contacts to build trust, assess evolving needs, and proactively mitigate risks
• Develop client growth/expansion strategy plans and review cycles (e.g., success plans, executive updates)

Retention & Growth:

• Design and manage programs to drive client engagement, satisfaction, renewal, and expansion across enterprise accounts
• Analyze client data to identify risk signals, growth opportunities, and areas for improvement
• Drive upsell and cross-sell strategies in partnership with Sales and Product leadership

Team Development:

• Create a culture of accountability, transparency, and continuous improvement
• Track performance metrics, training opportunities, and career development paths

Operational Excellence:

• Establish scalable processes, tools, and systems (e.g., CRM, customer health dashboards,feedback loops) that support efficient and high-touch client interactions
• Oversee issue escalation and resolution frameworks with attention to detail and urgency

Minimum Qualifications:

• 10+ years in client success, account management, or healthcare operations roles, with at least 5 years in a leadership capacity
• Strong background in healthcare IT or health information services (e.g., release of information, patient records, health data management, interoperability, HIM systems)
• Proven track record managing large provider or health system relationships and driving retention, renewals, and account expansion
• Deep understanding of compliance standards (HIPAA, CMS, OCR guidelines) and their implications in client operations
• Exceptional executive presence and communication skills
• Strategic thinker with a data-driven and solution-oriented mindset
• Strong operational and analytical skills; experience with CRM systems like Salesforce
• Team-oriented leader who thrives in collaborative, fast-paced environments
• Bachelor's degree required; Master’s degree in Business Administration, Health Administration, or related field preferred
• Ability to travel up to 25% of the time, or more as needed