Head of Customer Success & Delivery

Mass Digital Health; Waltham (MA); On-site; USD 206,000 - 309,000; Full time

Job summary

PHT seeks a Vice President, Customer Success to lead onboarding, implementations, training, adoption, and service delivery across the portfolio. This executive oversees ~90 customer‑facing professionals through multiple leadership layers and partners with Product, Sales, Marketing, Technology, and Finance to drive retention and value realization.

The role focuses on scalable operating models, standardized practices, and high‑impact delivery across Health Language, CSC, and Medi‑Span, reporting

Qualifications

• Bachelor's degree in a related field.
• 15+ years of progressive leadership in customer delivery/saas.
• 10+ years leading large, multifunctional teams.

Responsibilities

• Define and execute onboarding, implementation, training, adoption, customer success, and service delivery strategy.
• Drive retention, renewal readiness, revenue realization, and scalability.
• Lead organizational transformation and standardization across customer‑facing functions.

Skills

Executive leadership

Strategic thinking

Stakeholder management

Change management

Financial acumen

Cross‑functional collaboration

Communication

Education

Bachelor's degree

MBA / MHA preferred

Job description

PHT seeks a Vice President, Customer Success to lead onboarding, implementations, training, adoption, and service delivery across the portfolio. This executive oversees ~90 customer‑facing professionals through multiple leadership layers and partners with Product, Sales, Marketing, Technology, and Finance to drive retention and value realization.

The role focuses on scalable operating models, standardized practices, and high‑impact delivery across Health Language, CSC, and Medi‑Span, reporting