VP, Customer Success

Mass Digital Health; Boston (MA); On-site; USD 200,000 - 350,000; Full time

Benefits offered by this job

Competitive compensation

Meaningful equity

Unlimited PTO

Dental coverage

Vision coverage

Medical contributions

AI platform impact

Thoughtful team

Job summary

Videa in Boston, MA seeks a VP of Customer Success to lead post-sale onboarding and expansion, owning the rollout, customer health, and strategic growth of DSOs across the customer lifecycle. You will shape long-term value, GTM strategy, and product direction, partnering across Sales, Clinical Success, Product, and Partnerships.

The role focuses on driving enterprise expansion, designing ROI-driven pilots, and turning pilots into scaled deployments while enabling cross-sell opportunities and

Responsibilities

• Oversee executive relationships and commercial outcomes for all customers.
• Set and execute account strategies for DSO partners and adapt internal operating models accordingly.
• Mentor team to navigate complex stakeholder environments across clinical, operational, and IT leadership.
• Manage relationships and cross-sell motion for strategic accounts.

Job description

VP, Customer Success

Less complexity. More dentistry. More impact.

Role Overview

The Vice President of Customer Success owns Videa’s post-sale onboarding and expansion engine. This person is responsible for managing the rollout, customer health, and strategic growth of DSO accounts, including the operating model, team, and cross-functional processes that connect Sales, Clinical Success, Product, and Partnerships across the customer lifecycle.

As a key leader within Videa’s GTM organization, this role partners closely with leadership to shape long-term customer value creation, GTM strategy, and product direction. This function has become a key differentiator for Videa, enabling Enterprise and Mid-Market customers to realize measurable clinical and financial value while expanding adoption of the company’s AI platform.

Key Responsibilities

Strategic Account Leadership

Oversee executive relationships and commercial outcomes for all of Videa’s customers. Set and execute account strategies for DSO partners, steering and adapting Videa’s internal operating model to best serve customers

• Improve and manage complex installation processes, maintaining set timelines, and ensure all new accounts are onboarded within the contractual agreements.
• Provide team oversight and leadership sponsorship for Videa’s executive QBRs (including development of ROI analysis)
• Mentor team to navigate complex stakeholder environments across clinical, operational, and IT leadership
• Personally manage relationships and cross-sell motion for Videa’s Strategic Accounts

Revenue Expansion & Value Realization

Drive enterprise expansion strategy, converting pilots into scaled deployments and unlocking cross-sell opportunities across Videa’s AI platform

• Design pilot frameworks that demonstrate financial and clinical value, and turn at-risk pilots into successful deployments
• Own the expansion revenue motion across existing customers, including realizing ARR through full rollouts and closing cross-sells

Account Management Function

Coach and mentor a high-performing team and operating model that scales Videa’s post-sale growth

• Recruit and develop Account Managers across Enterprise and Mid-market segments
• Stand up the Account Management organization and playbook, including account planning frameworks, QBR processes, and ROI narratives
• Define customer lifecycle stages and ownership across Sales, CS, and AM
• Develop service delivery model for Enterprise and mid-market segments
• Create scalable team operating rhythms and performance metrics, including revenue forecasting, pipeline visibility, and expansion tracking systems

Cross-Functional GTM Leadership

Serve as the connective tissue across Sales, Product, and Clinical Success

• Partner with Product to shape roadmap and product packaging based on customer insights
• Support Sales and Marketing by providing deal support and priming customers for referenceability
• Act as primary source of internal visibility into strategic accounts for leadership team and the broader Videa team

What It Is Like to Work Here

We win and lose together as one team. Collaboration is not a buzzword here. We share context early, ask for input, and step in to help when someone is stuck.

We hold a high bar, but we stay grounded. We move fast, learn as we go, and stay focused on what matters most for clinicians and patients.

What We Offer

• Competitive compensation and meaningful equity
• Unlimited PTO
• 100 percent company-paid dental and vision coverage
• Generous medical contributions
• The opportunity to work on AI that is actually used every day
• A team of thoughtful, driven people who genuinely care

Equal Opportunity

Videa is committed to building an equitable, inclusive, and supportive workplace. Diverse teams build better products and better healthcare. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We have raised more than $67 million from world-class investors, including Threshold Ventures, Spark Capital, Zetta Venture, and Pillar VC, as well as leaders such as Frederic Kerrest, co-founder of Okta. Our work has been featured in TechCrunch and The Wall Street Journal.