Vice President of Customer Success

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 :

What We Offer :