VP of Customer Success

Provider Passport; United States; On-site; USD 180,000 - 280,000; Full time

Job summary

Provider Passport is building a real-time healthcare identity and automation platform. We seek a VP of Customer Success to design and lead a full CS function spanning implementation, onboarding, training, account management and support.

You’ll own post-sale relationships, drive NRR and CSAT, and shape product direction with executive visibility. You will implement scalable playbooks, systems, and AI-enabled workflows to support high-touch service while staying efficient.

Qualifications

• 8+ years leading customer success in SaaS organizations.
• Healthcare SaaS experience preferred; exposure to credentialing/enrollment workflows is a plus.
• Proven track record of improving net revenue retention, renewal rates and reducing churn.
• Experience building and evolving a customer success function in early-stage or high-growth companies.
• Willingness to travel periodically to engage with strategic health system and provider customers.
• Strong cross-functional collaboration across Sales, Product, Marketing and Engineering.

Responsibilities

• Develop and scale the customer success function across implementation, onboarding, training, account management and support.
• Define end-to-end customer journey and lifecycle post-sale.
• Create playbooks, processes, and SOPs for a high-quality, scalable customer experience.
• Build a roadmap for a community manager function as the base grows.
• Hire, coach, and develop leaders and team members across CS functions.
• Establish career paths, performance standards, and a culture of accountability and customer advocacy.
• Foster collaboration so customers experience one seamless team.

Skills

NRR management

Churn reduction

Customer journey mapping

Leadership

Strategic partnerships

Data-driven decision making

Healthcare SaaS experience

HubSpot

Tools

HubSpot

Job description

Provider Passport is building a real-time digital healthcare identity and automation ecosystem, connecting providers, health systems, payers, and patients. Our platform transforms months-long credentialing and enrollment workflows into real-time automation, unlocking revenue and operational efficiency at scale.

We are scaling aggressively, targeting 10x growth, with a clear path to category leadership. This is a rare opportunity to join a high-growth healthcare SaaS company at an inflection point and build the customer success function that turns our health system and provider clients into long-term partners and advocates.

Role Overview

We are seeking a VP of Customer Success to build and lead Provider Passport's end-to-end customer success function, encompassing implementation and onboarding, customer training, account management, and support, with a community manager function planned as we scale. Reporting to the COO and holding a seat on the leadership team, you will own the customer relationship after the sale, serve as the internal voice of the customer, and directly shape our product and company vision.

This is a hands‑on build role for a leader who thrives on developing and scaling a function, including the playbooks, systems, processes, and metrics needed to deliver an exceptional customer experience. You will be responsible for driving net revenue retention (NRR), reducing gross churn, and improving NPS and CSAT across our client base. You embrace modern systems, tools, and AI to efficiently scale a high‑touch customer experience and are comfortable traveling periodically to be onsite with our most strategic customers.

Key Responsibilities:

Customer Success Strategy & Function Building

• Evolve and scale Provider Passport's customer success organization across implementation and onboarding, training, account management, and support to keep pace with company growth and an expanding customer base.
• Define the end‑to‑end customer journey and lifecycle model, from post‑sale handoff through renewal and expansion.
• Build playbooks, processes, and standard operating procedures that enable a consistent, high‑quality customer experience as we scale.
• Establish a phased roadmap for adding a community manager function as the customer base matures.
• Hire, coach, and develop leaders and individual contributors across implementation, training, account management, and support.
• Create career paths, performance standards, and a culture of accountability and customer advocacy within the team.
• Foster close collaboration across customer success functions so customers experience one seamless team rather than multiple handoffs.

Implementation, Onboarding & Customer Training

• Own the implementation and onboarding experience for new health system and provider clients, minimizing time‑to‑value and ensuring smooth go‑lives.
• Oversee the design of a scalable customer training program, including documentation, live training, and self‑service content that drives product adoption and confidence.
• Partner with Product and Engineering to identify and resolve recurring friction points throughout onboarding, implementation, and ongoing platform use.
• Own the account management function, driving renewal rates, net revenue retention (NRR), and account expansion across the client base.
• Build a proactive account health and risk‑management model that identifies at‑risk accounts early and enables timely intervention.
• Develop and execute upsell and cross‑sell motions in partnership with Sales as Provider Passport's platform expands.
• Build strong customer relationships that generate references, case studies, testimonials, and referrals.

Customer Support

• Own the support function, setting service levels, escalation paths, and quality standards that reflect Provider Passport's commitment to reliability and efficiency.
• Ensure support insights feed directly into Product, Training, and Account Management to address recurring issues and improve the overall customer experience.
• Build a support model that scales efficiently as the customer base grows without compromising responsiveness.

Voice of the Customer & Executive Leadership

• Serve on Provider Passport's leadership team and help shape company and product vision as the internal voice of the customer.
• Synthesize customer feedback, usage data, and market signals into clear insights that inform the product roadmap and go‑to‑market strategy.
• Represent Provider Passport with strategic customers, including onsite travel for executive business reviews, escalations, relationship‑building, and events.
• Partner with Sales, Marketing, Product, and Engineering on customer‑facing strategy, messaging, and cross‑functional initiatives.
• Own and report on core customer success metrics, including net revenue retention (NRR), gross churn, NPS, and CSAT.
• Build the measurement infrastructure needed to manage the function through data and actionable insights.
• Evaluate and implement systems, tools, and AI capabilities that enable the team to operate efficiently and effectively at scale, from onboarding automation to AI‑assisted support and account insights.
• Continuously improve processes based on data, customer feedback, and team learnings.
• Experience with CRM tools, reporting, and dashboards; HubSpot experience is a plus.

Experience

• 8+ years of experience in customer success, account management, or client services leadership, including at least 3 years leading a multi‑functional customer success organization spanning implementation, training, account management, and/or support.
• Experience in healthcare SaaS is strongly preferred; direct exposure to provider credentialing, enrollment, payer or health system workflows, or related healthcare compliance software is a strong plus.
• Proven track record of owning and improving NRR, renewal rates, and churn metrics in a subscription/SaaS business.
• Experience building and evolving a customer success function at an early‑stage or high‑growth company.
• Comfort operating in a high‑growth startup environment with evolving processes and limited infrastructure.
• Willingness to travel periodically to be onsite with strategic health system and provider customers.

Skillset

• Strong operational and analytical skills, with experience owning metrics, health scores, and reporting to leadership teams and boards.
• Experience selecting, implementing, and driving adoption of customer success systems, tools, and AI‑enabled workflows to scale efficiency.
• Demonstrated ability to build and scale teams, processes, and infrastructure.
• Executive presence with the ability to represent the customer's voice at the leadership table and with strategic accounts.
• Strong cross‑functional collaborator with Sales, Product, Marketing, and Engineering.

Mindset

• Builder mentality — energized by creating and scaling functions, teams, and systems.
• Genuinely customer‑obsessed, with a focus on developing long‑term partnerships and customer advocates.
• Data‑driven and accountable to outcomes, including NRR, churn, NPS, and CSAT.
• Adaptable to a fast‑moving, evolving startup environment.
• Mission‑driven — genuinely interested in the impact of healthcare technology.
• Working knowledge of health system operations and the provider credentialing and enrollment landscape is strongly preferred.
• Familiarity with the compliance, regulatory, and stakeholder complexities that healthcare organizations navigate.
• Ability to communicate credibly with credentialing, compliance, revenue cycle, and operations leaders across health system and provider organizations.