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Vice President of Customer Success

Vice President of Customer Success

QrataBuffalo, NY, US
1 day ago
Job type
  • Full-time
Job description

Key Responsibilities :

  • ? Lead and scale customer success strategy for enterprise clients across the US, with a focus on healthcare and RCM process optimization.
  • ? Serve as the primary relationship owner for senior client stakeholders, ensuring a trusted and strategic partnership.
  • ? Drive customer retention and renewal by proactively identifying risks, streamlining RCM workflows, and creating mitigation plans.
  • ? Partner with cross-functional teams (Sales, Product, Operations, Support) to deliver an exceptional client experience tailored to client RCM goals.
  • ? Develop account plans, quarterly business reviews (QBRs), and success roadmaps for high-value clients.
  • ? Identify upsell and cross-sell opportunities, particularly around end-to-end revenue cycle solutions, working closely with the sales team to drive revenue expansion.
  • ? Establish and track key success metrics (NPS, CSAT, retention, adoption, financial performance, and expansion).
  • ? Mentor and guide a team of customer success managers, ensuring best practices and a client-first culture.
  • ? Represent the "Voice of the Customer" internally to influence product and service improvements, especially in coding accuracy, billing compliance, and claims management.
  • ? Leverage hands-on knowledge of medical coding to ensure alignment between client expectations and operational delivery, fostering accuracy and efficiency across the RCM lifecycle.

Qualification :

  • ? 15+ years of progressive experience in Customer Success, Client Relations, or Enterprise Account Management, preferably in SaaS / Technology / Services.
  • ? Strong track record of managing and growing enterprise-level client relationships.
  • ? Proven success in driving retention, renewals, and account expansion.
  • ? Exceptional communication, negotiation, and stakeholder management skills.
  • ? Experience leading and mentoring customer success teams.
  • ? Strong business acumen with the ability to align client goals with company solutions.
  • ? Comfortable working with executive-level stakeholders (CIO, CTO, CFO, etc.).
  • ? US market experience is mandatory.

    • What We Offer :

  • ? Competitive compensation with performance-based incentives.
  • ? Comprehensive benefits package ( Health).
  • ? Opportunity to shape and lead customer success strategy at a growing company.
  • ? Collaborative, innovative, and people-first culture.
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