VP, Customer Success

Jobtailor; Massachusetts; On-site; USD 120,000 - 180,000; Full time

Job summary

Jobtailor seeks a seasoned leader to own post-sale onboarding and expansion for large, strategic accounts within the United States. You will manage DSO accounts, drive enterprise expansion, and design pilot frameworks that demonstrate clinical and financial value.

The role requires building an Account Management organization, mentoring teams, and aligning sales, CS, and product to maximize ARR. You will collaborate across executive leadership, Sales, Marketing, and Product to forecast and track

Qualifications

• Experience leading customer success, account management, or post-sale growth functions.
• Experience managing DSO accounts and complex stakeholder environments across clinical, operational, and IT leadership.
• Experience designing pilot frameworks that demonstrate financial and clinical value.
• Experience driving enterprise expansion, full rollouts, cross-sell opportunities, and ARR realization.
• Experience recruiting and developing Account Managers across Enterprise and Mid-market segments.
• Experience building Account Management organizations, playbooks, account planning frameworks, QBR processes, and ROI narratives.
• Experience defining customer lifecycle stages and ownership across Sales, Customer Success, and Account Management.
• Experience developing service delivery models for Enterprise and mid-market segments.
• Experience creating performance metrics, revenue forecasting, pipeline visibility, and expansion tracking systems.
• Experience partnering cross-functionally with Sales, Product, Clinical Success, and Marketing.
• Willingness to work in or commute to NYC or Boston as applicable.
• Ability to work in the United States; application asks whether sponsorship will be required.

Responsibilities

• Own post-sale onboarding and expansion for large accounts.
• Manage rollout, customer health, and strategic growth of DSO accounts.
• Set and execute account strategies for DSO partners.
• Improve installation processes and ensure onboarding within contractual timelines.
• Provide leadership sponsorship for executive QBRs, including ROI analysis.
• Mentor the team through complex clinical, operational, and IT stakeholder environments.
• Personally manage Strategic Account relationships and cross-sell motions.
• Drive enterprise expansion strategy and convert pilots into scaled deployments.
• Design pilot frameworks demonstrating financial and clinical value.
• Own expansion revenue across existing customers, including ARR realization and cross-sells.
• Coach and mentor a high-performing Account Management team and scalable operating model.
• Recruit and develop Account Managers across Enterprise and Mid-market segments.
• Establish the Account Management organization, playbook, account planning frameworks, QBR processes, and ROI narratives.
• Define customer lifecycle stages and ownership across Sales, Customer Success, and Account Management.
• Develop service delivery models for Enterprise and mid-market segments.
• Create operating rhythms and metrics for forecasting, pipeline visibility, and expansion tracking.
• Partner with Product on roadmap and packaging based on customer insights.
• Support Sales and Marketing with deal support and customer referenceability.
• Provide internal visibility into strategic accounts for leadership and the broader Videa team.

Skills

Customer Success

Account Management

DSO Accounts

Enterprise Expansion

Cross-Sell

Revenue Forecasting

Pilot Framework Design

QBR Processes

ROI Narratives

Leadership

Mentoring

Stakeholder Management

Product Collaboration

Roadmap Alignment

Tools

QBR Processes

Account Planning Frameworks

Job description

• Own Videa’s post-sale onboarding and expansion engine
• Manage rollout, customer health, and strategic growth of DSO accounts
• Set and execute account strategies for DSO partners
• Improve installation processes and ensure onboarding within contractual timelines
• Provide leadership sponsorship for executive QBRs, including ROI analysis
• Mentor the team through complex clinical, operational, and IT stakeholder environments
• Personally manage Strategic Account relationships and cross-sell motions
• Drive enterprise expansion strategy and convert pilots into scaled deployments
• Design pilot frameworks demonstrating financial and clinical value
• Own expansion revenue across existing customers, including ARR realization and cross-sells
• Coach and mentor a high-performing Account Management team and scalable operating model
• Recruit and develop Account Managers across Enterprise and Mid-market segments
• Establish the Account Management organization, playbook, account planning frameworks, QBR processes, and ROI narratives
• Define customer lifecycle stages and ownership across Sales, Customer Success, and Account Management
• Develop service delivery models for Enterprise and mid-market segments
• Create operating rhythms and metrics for forecasting, pipeline visibility, and expansion tracking
• Partner with Product on roadmap and packaging based on customer insights
• Support Sales and Marketing with deal support and customer referenceability
• Provide internal visibility into strategic accounts for leadership and the broader Videa team

Requirements

• Experience leading customer success, account management, or post-sale growth functions
• Experience managing DSO accounts and complex stakeholder environments across clinical, operational, and IT leadership
• Experience designing pilot frameworks that demonstrate financial and clinical value
• Experience driving enterprise expansion, full rollouts, cross-sell opportunities, and ARR realization
• Experience recruiting and developing Account Managers across Enterprise and Mid-market segments
• Experience building Account Management organizations, playbooks, account planning frameworks, QBR processes, and ROI narratives
• Experience defining customer lifecycle stages and ownership across Sales, Customer Success, and Account Management
• Experience developing service delivery models for Enterprise and mid-market segments
• Experience creating performance metrics, revenue forecasting, pipeline visibility, and expansion tracking systems
• Experience partnering cross-functionally with Sales, Product, Clinical Success, and Marketing
• Willingness to work in or commute to NYC or Boston as applicable
• Ability to work in the United States; application asks whether sponsorship will be required

Core Competencies

Demonstrates expertise in managing DSO accounts and leading customer success initiatives, with a strong focus on enterprise expansion strategies and account management frameworks. Proven ability to mentor teams and develop service delivery models that drive financial and clinical value.

Highest-signal resume keywords

• Customer Success Management
• DSO Account Management
• Enterprise Expansion Strategy
• Account Management Organization Development
• Performance Metrics Creation

Hard Skills

• Account Strategy Execution
• Pilot Framework Design
• Revenue Forecasting
• Cross-Sell Opportunities
• Service Delivery Model Development

Soft Skills

• Leadership
• Mentoring
• Collaboration

Industry Keywords

• Clinical Value
• Operational Environments
• Stakeholder Management
• Sales and Marketing Support
• Customer Lifecycle Stages

Tools & Technologies

• QBR Processes
• Account Planning Frameworks