Vice President of Customer Success

360Care; Pittsburgh (Allegheny County); Remote; USD 120,000 - 150,000; Full time

Job summary

A leading company in healthcare services is seeking a Vice President of Customer Success to enhance customer satisfaction and retention. This role involves strategic leadership, customer relationship management, and collaboration with teams to drive growth and advocacy. The ideal candidate will have extensive experience in customer success within the healthcare sector and a strong educational background.

Qualifications

• Minimum 5-7 years in customer success or account management roles.
• 3-5 years of management experience in a healthcare setting.

Responsibilities

• Define and execute the vision and strategy for customer success.
• Lead customer success programs to strengthen customer relationships.
• Develop KPIs linking service quality and NPS to growth metrics.

Skills

Leadership

Communication

Collaboration

Analytical Skills

Customer Service

Education

Bachelor’s degree in healthcare administration

Bachelor’s degree in Business Administration

Job description

Overview

The Vice President of Customer Succes will play a pivotal role in driving customer satisfaction, retention, growth, and advocacy. This position involves establishing strong relationships with executive stakeholders, driving revenue growth, gathering service feedback, and promoting customer advocacy.

Responsibilities

• Define and execute the vision and strategy for customer success aligned with company objectives.
• Lead customer success programs to strengthen and expand customer relationships.
• Drive retention strategies, referrals, and lifetime value through customer experience initiatives.
• Develop strong relationships with key accounts and transform customers into brand advocates through case studies and referrals.
• Build and lead high-performing teams, fostering a positive employee culture.
• Collaborate with a diverse team to drive sustained business growth.
• Ensure clients receive the highest standard of care through empathetic leadership.
• Nurture existing customer relationships to identify and capitalize on growth opportunities.
• Use service interactions to gather insights that inform sales strategies.
• Establish key service excellence metrics to track and enhance quality outcomes.
• Build relationships at all organizational levels and cross-functionally, partnering closely with Sales and Operations to drive customer success.
• Align customer service and sales goals by partnering with Sales and Marketing to identify upselling and cross-sell opportunities. Identify leads and expansion opportunities.
• Scale onboarding and support processes that improve retention and satisfaction.
• Deliver professional presentations to decision-makers.
• Develop KPIs linking service quality and NPS to growth metrics.
• Report key performance data and customer insights to senior leadership.
• Align initiatives with regulatory requirements and accreditation standards.
• Stay abreast of industry trends and innovations in healthcare service models.
• Lead efforts to recognize and celebrate service excellence.
• Identify and mitigate risks related to service quality.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager.
• Reacts positively to change and performs other duties as assigned.

Qualifications

• Bachelor’s degree in healthcare administration, Business Administration, or a related field is preferred.
• Minimum of 5-7 years of in customer success or account management roles, preferably in the healthcare sector.
• Strong understanding of healthcare services and long-term care facilities.
• At least 3-5 years of management or leadership experience in a healthcare setting.
• Proven track record in nurturing and growing customer relationships.
• Experience building and managing high-performing teams.
• Strong collaboration skills with a diverse team.
• Proven success establishing strong relationships with sales and Operations.
• Empathetic leadership and effective management skills.
• Excellent communication and presentation skills.
• Strong analytical and data-driven approach to identifying growth opportunities.
• Ability to work independently and with other team members.
• Excellent interpersonal, oral, and written communication skills.
• Must be detail oriented and self-motivated.
• Excellent customer service skills.
• Anticipate needs in a proactive manner to increase satisfaction.
• Take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems.

We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.

We are an equal opportunity employer.