VP, Customer Success & Programs Operations

Mpathic; Bellevue (WA); Remote; USD 180,000 - 260,000; Full time

Job summary

mpathic is seeking a Vice President, Customer Success to lead post-sale experiences for Life Sciences and AI Labs campaigns. You will oversee Program Operations and a team of Technical Program Managers responsible for contracts through delivery, ensuring customer outcomes, retention, and growth.

This role emphasizes people, process, and customer-centric design, with a remote-first posture and collaboration across Sales, Product, and Delivery.

Qualifications

• Leads teams to deliver high-touch programs in SaaS environments.
• Creates customer-centric processes and playbooks for complex accounts.
• Experience managing managers or multi-function teams in customer delivery leadership.

Responsibilities

• Build and coach a high-performing Program Operations team (Technical Program Managers).
• Define end-to-end customer journeys from onboarding to renewal and expansion.
• Own executive relationships and forecast with Sales for renewals and growth.
• Create scalable systems and tooling for visibility and quality across programs.
• Partner with Product, Engineering, and Clinical Solutions to relay customer feedback.

Skills

Leadership

Customer Success

Program management

SaaS

Stakeholder management

Remote leadership

Education

Bachelor's degree in relevant field

Job description

mpathic is seeking a Vice President, Customer Success to lead post-sale experiences for Life Sciences and AI Labs campaigns. You will oversee Program Operations and a team of Technical Program Managers responsible for contracts through delivery, ensuring customer outcomes, retention, and growth.

This role emphasizes people, process, and customer-centric design, with a remote-first posture and collaboration across Sales, Product, and Delivery.