VP, Customer Success — Remote, High-Impact Client Partnerships

Mpathic; Bellevue (WA); Remote; USD 180,000 - 240,000; Full time

Job summary

mpathic is seeking a Vice President, Customer Success to lead the post-sale experience for key clients across Life Sciences and AI Labs campaigns. You will oversee Program Operations and a team of Technical Program Managers responsible from contract handoff through delivery, and you will be accountable for customer outcomes, retention, and growth.

This role emphasizes people and process, building a positive culture, designing customer-centric processes, and ensuring high-stakes projects are

Qualifications

• 10+ years in customer success or delivery leadership at a SaaS/ services company.
• 3+ years managing managers or multi-function teams.
• Proven ability to build trusted, high-performing teams.
• Experience with AI safety or regulated life sciences is a plus.

Responsibilities

• Build a positive, high-performing team culture and set career paths.
• Design customer-centric processes for high-touch clients across Life Sciences and AI Labs.
• Own executive relationships and partner with Sales on renewals and expansion.
• Define end-to-end customer journey from contract handoff to renewal.
• Establish scalable systems to improve project visibility, quality, and throughput.

Skills

Customer Success Leadership

People Management

Program Management

Executive Communication

Job description

mpathic is seeking a Vice President, Customer Success to lead the post-sale experience for key clients across Life Sciences and AI Labs campaigns. You will oversee Program Operations and a team of Technical Program Managers responsible from contract handoff through delivery, and you will be accountable for customer outcomes, retention, and growth.

This role emphasizes people and process, building a positive culture, designing customer-centric processes, and ensuring high-stakes projects are