VP, Customer Success — Remote Data-Driven Growth Leader

MatrixCare; United States; Remote; USD 210,000 - 260,000; Full time

Job summary

MatrixCare is seeking a Vice President of Customer Success to lead and scale our post-acute care CS organization. You will drive proactive, data-driven strategies to improve adoption, retention, GRR and NRR across a remote US portfolio, partnering with Commercial and Product teams to deliver measurable customer outcomes.

You will build operating models, define segmentation and playbooks, and equip teams with AI-enabled tools to prioritize actions and manage risk, while aligning customer health

Qualifications

• 12+ years of progressive leadership in Customer Success, Customer Experience, Account Management, or related customer-facing functions within SaaS, enterprise software, healthcare technology, or another complex technology environment, including 7+ years leading large Customer Success organizations and teams of leaders.
• Demonstrated success transforming and scaling Customer Success organizations across people, process, technology, segmentation, coverage models, and operating models.
• Proven accountability for retention, GRR, NRR, churn reduction, renewal performance, and customer growth in a recurring-revenue business.
• Experience designing customer segmentation, differentiated coverage models, success planning, customer health frameworks, and customer risk-management processes, and using AI, automation, and digital engagement to increase CSM productivity and scale.
• Healthcare technology experience supporting healthcare providers or healthcare-related organizations, including mission-critical clinical, financial, operational, or compliance workflows.
• Exceptional leadership, executive communication, change management, and cross-functional influence, with strong business and financial acumen connecting customer outcomes to recurring revenue, retention, growth, and cost-to-serve.
• Experience in post-acute care, long-term care, skilled nursing, home health, hospice, or related healthcare settings.
• Understanding of healthcare technology adoption, customer change management, interoperability, and workflow integration.
• Experience partnering with Product, Implementation, Professional Services, Support, Education, and Commercial teams to improve customer outcomes and reduce risk in a complex healthcare technology environment.

Responsibilities

• Build and execute a Customer Success strategy and operating model centered on customer outcomes, proactive engagement, adoption, retention, GRR, and NRR, backed by clear performance management and operating cadences.
• Establish a consistent approach to success planning and value realization that connects MatrixCare solutions to customers' clinical, financial, and operational objectives.
• Define adoption strategies, benchmarks, and measurable indicators of proficiency, utilization, and realized value, and equip CSMs with playbooks and action plans to close adoption gaps.
• Design customer segmentation, coverage models, and structured engagement strategies (journeys, playbooks, executive engagement, and lifecycle milestones) based on customer needs, value, complexity, risk, and growth potential.
• Partner with Customer Operations and Technology to equip CSMs with AI, automation, and customer intelligence that surface insights, prioritize actions, and expand coverage without linear increases in headcount.
• Build a customer risk and retention operating system with defined risk thresholds, escalation criteria, action plans, owners, deadlines, and executive review cadences, so changes in customer health, adoption, and sentiment are caught before they become churn or contraction.
• Establish disciplined renewal-readiness processes, risk assessments, and forecasting to improve retention predictability and reduce preventable churn and downsell.
• Define and operationalize clear ownership between Customer Success and Commercial teams: CSMs own the relationship, adoption, success planning, outcomes, and identification of risk and growth, while Commercial teams own contracting and negotiations, with strong coordination on qualified referrals and expansion opportunities.
• Establish a measurement framework (NPS, relationship CSAT, customer effort, customer health, adoption, retention, and sentiment), bring structured voice-of-customer insights into Product, Technology, Commercial, and company strategy, and build executive sponsorship models for strategic customers.
• Develop leaders and CSMs with the skills, tools, data, and accountability to deliver customer outcomes at scale, working across Support, Professional Services, Customer Education, Product, Technology, Sales, Marketing, and Finance to deliver a connected customer experience.

Skills

Customer Success

SaaS

Customer Risk And Retention System

Adoption Strategies

Job description

MatrixCare is seeking a Vice President of Customer Success to lead and scale our post-acute care CS organization. You will drive proactive, data-driven strategies to improve adoption, retention, GRR and NRR across a remote US portfolio, partnering with Commercial and Product teams to deliver measurable customer outcomes.

You will build operating models, define segmentation and playbooks, and equip teams with AI-enabled tools to prioritize actions and manage risk, while aligning customer health