Vice President, Customer Success

Transcarent; Polska; Hybrid; PLN 300,000 - 540,000; Full time

Job summary

Transcarent is seeking a senior enterprise Customer Success leader to drive strategic transformations in health systems, plans, and providers. You will own executive relationships, develop multi-year roadmaps, and guide customers from pilots to enterprise adoption.

Leverage AI capabilities to optimize adoption, ROI, and long-term partnerships. You will build a high-performing CS organization, translate complex technology into business value, and collaborate with Product and Engineering to align

Qualifications

• 12+ years in enterprise technology, healthcare tech, SaaS, consulting, or digital transformation.
• 5+ years leading enterprise customers or Customer Success at a senior level.
• Experience with large healthcare organizations and C-suite stakeholders.
• Proven track record of retention, expansion, and strategic customer growth.
• Strong commercial and financial acumen with executive communication skills.
• Ability to translate complex technology into business value and lead high-performing teams.

Responsibilities

• Own executive relationships with strategic customers and advise CEOs, CIOs, CMIOs, CFOs, and COOs.
• Develop multi-year transformation roadmaps and lead executive business reviews.
• Drive adoption, ROI, and long-term enterprise partnerships; manage retention and expansion.
• Partner with Sales on strategy, renewals, and expansion opportunities.
• Translate customer needs into Product/Engineering priorities and build a high-performing CS organization.
• Define operating models, KPIs, forecasting, and transformation playbooks.

Skills

Executive relationships

Strategic accounts

Change management

Executive communication

AI/GenAI understanding

Job description

Job Description

What You’ll Lead

Develop AI transformation strategies with health systems, health plans, employers, life sciences organizations, and other healthcare enterprises.

Identify and prioritize high-value AI use cases and guide customers from pilots to enterprise-scale adoption.

Advise customers on workflow integration, change management, governance, and responsible AI implementation.

Establish clear measures of clinical, operational, financial, and workforce impact.

Strategic Customer Leadership

Own executive relationships with our most strategic customers and serve as a trusted advisor to CEOs, CIOs, CMIOs, CFOs, COOs, and other senior leaders.

Develop multi-year transformation roadmaps aligned to customer priorities.

Lead executive business reviews centered on adoption, outcomes, ROI, and future opportunities.

Navigate complex stakeholder environments and position the company as a strategic transformation partner.

Own retention, expansion, and strategic account growth.

Partner with Sales on account strategy, renewals, and expansion opportunities.

Define and track adoption, utilization , time-to-value, ROI, and business outcomes.

Identify barriers to adoption and lead interventions to accelerate value realization.

Turn successful AI deployments into broader, long-term enterprise partnerships.

Product & Organizational Leadership

Translate customer needs and market insights into priorities for Product, Engineering, and AI teams.

Build and lead a high-performing enterprise Customer Success organization.

Establish scalable operating models, segmentation, KPIs, forecasting, and customer transformation playbooks.

Build a culture of customer obsession, commercial accountability, and technical fluency.

How Success Will Be Measured

Success will be measured by enterprise AI adoption, customer outcomes, retention, expansion, time-to-value, ROI, strategic account growth, executive engagement, and customer advocacy.

What You Bring

12+ years in enterprise technology, healthcare technology, SaaS, consulting, Customer Success, strategic accounts, or digital transformation.

5+ years leading enterprise customers or Customer Success organizations at a senior level.

Deep experience with large, complex healthcare organizations and C-suite stakeholders.

Demonstrated success scaling AI, analytics, automation, SaaS, or digital transformation solutions.

Strong understanding of generative AI and the organizational changes required to drive enterprise adoption.

Proven track record of driving retention, expansion, and strategic customer growth.

Strong commercial and financial acumen with exceptional executive communication skills.

Ability to translate complex technology into clear business, clinical, and operational value.

Experience building high-performing teams and scalable operating models.

Who we are

Transcarent is the One Place for Health and Care, bringing medical, pharmacy, and point solutions together with the WayFinding experience, the first and only generative AI-powered health and care platform for health consumers.

Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com , and follow us on LinkedIn .

At Transcarent, our values guide everything we do:

• People First: We prioritize our Members, clients, and each other in every decision
• Care: Every decision starts with improving health and care for our Members
• Resilience: We push boundaries and take the uncharted path to change an industry
• Results: We take ownership, solve with speed, and deliver for our people and each other
• Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.

Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental, and vision coverage
• Competitive 401(k) Plan with a generous company match
• Flexible Time Off/Paid Time Off, 13 paid holidays
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
• Mental Health and Wellness benefits

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.

Job Snapshot

Department

Client Success

Location