Vice President, Client Success

About this role

Overview
The Vice President of Client Success will build and lead the client success function for the Curation Solutions business unit. This is a new leadership role created to unify client relationship management, reduce client attrition, and ensure that every client in a $150M+ portfolio realizes measurable value from our solutions.
Reporting to President, Curation Solutions, you will own the end-to-end client success lifecycle — from post-sales onboarding through ongoing value realization and retention. You will be accountable for gross revenue retention and for identifying growth opportunities for the Commercial team to drive up-sell and expansion. You will directly oversee the creation and management of the new Client Success function, as well as actively partner with cross-functional leaders across Clinical Services (Operations), Product, Implementation, Commercial, and Advisory to ensure alignment around a shared commitment to client outcomes.
This role requires a leader who can simultaneously build the infrastructure of a modern client success organization (health scoring, tiered engagement models, escalation frameworks, playbooks) while personally engaging with the most strategic and at-risk clients. You will bring both the strategic vision to design the function and the operational discipline to execute against measurable retention and satisfaction targets.
Responsibilities
Client Success Strategy & Operations

• Design and implement a tiered client engagement model ensuring appropriate coverage and service levels from strategic ($2M+) through scale (<$100K) accounts.Establish proactive risk detection and intervention processes — replacing the current reactive approach with early-warning triggers and structured recovery playbooks for at-risk accounts.

• Create and implement a value realization methodology that equips the Client Success team to articulate partnership ROI to clients and counter cost/value perception challenges in QBRs and partner conversations.

• Drive adoption of client-facing technology platforms by ensuring appropriate processes and structures are in place (e.g., training and onboarding, demos, tech support and troubleshooting, voice-of-customer feedback, proactive roadmap updates, etc.)

• Own the risk & attrition management process end-to-end, including post-mortem analysis, root cause documentation, preventive action tracking,, and reporting to senior leadership.

• Establish playbooks that coordinate efforts across Product, Support, Commercial, Clinical Services, and Advisory efforts to ensure a consistent and holistic client experience

• Establish a client intelligence framework to ensure client needs and priorities are understood and reflected in Client Success activities

• Design and implement closed-loop feedback processes that translate client concerns and strategic goals into measurable action across Product, Operations, and Growth.

Team Leadership & Development

• Directly manage and develop the Client Success team, establishing clear expectations for client coverage, touchpoint frequency, documentation, and escalation standards.

• Recruit, coach, and retain a high-performing client success team, including defining career progression for the client success team.

• Reduce individual performance variation by implementing standardized playbooks, templates, onboarding guides, and engagement protocols.

• Foster a culture of client advocacy within the team — serving as a neutral, trusted voice that bridges Commercial, Operations, and client interests.

Cross-Functional Alignment

• Serve as the primary liaison between the Client Success function, Clinical and Commercial leadership, establishing a regular cadence for sharing delivery patterns, risk signals, and quality trends.

• Partner with commercial team on renewal strategy, expansion identification, and retention planning.

• Collaborate with Product and Marketing to represent the voice of the client, ensuring client feedback influences roadmap decisions and marketing messaging, and that product updates are proactively communicated to clients.

• Work with Implementation teams to design smooth handoff protocols that prevent post-implementation satisfaction gaps.

• Coordinate with Commercial and Finance on invoicing, billing, and pricing conversations that require client-facing sensitivity and context.

• Work with Commercial team to negotiate and execute renewals

Executive Engagement & Reporting

• Personally own relationships with the most strategic and complex health system clients, including C-suite engagement and Executive Summits.

• Work with Clinical Services and Commercial leadership to design and implement refreshed Quarterly Business Reviews for Tier 1 accounts.

• Report to senior leadership on gross revenue retention, client health trends, NPS trajectory, churn risk, and corrective actions in progress.

• Represent the client success perspective in executive leadership meetings, M&A integration planning, and board-level discussions as needed.

As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities — these may evolve right along with us!
Qualifications
Required Abilities, Education, and Skills

• 10+ years of progressive experience in client success, account management, or customer operations in B2B healthcare technology, health services, or clinical data management.

• 5+ years in a leadership role managing client-facing teams of 10+ people, with demonstrated success in reducing churn and improving net revenue retention.

• Deep experience working with health systems, hospital quality teams, or multi-facility healthcare organizations as clients or partners.

• Proven ability to build a client success function or significantly transform an existing one — including designing health scoring, tiered engagement models, escalation…