Vice President, Client Success

April 27, 2026 Auto Import

Vice President, Client Success Summary of Position: The Vice President of Client Success will lead and scale a high-performing client success organization focused on delivering exceptional client outcomes, driving retention, growth, and loyalty across our health system and provider network. This executive will be responsible for the end-to-end client experience—from onboarding to renewal—ensuring our solutions deliver measurable value while maintaining the highest levels of compliance, trust, and satisfaction in a rapidly evolving health information landscape. Key Responsibilities: Strategic Leadership: <ul> <li>Develop and execute a comprehensive client success strategy aligned with corporate goals and health information compliance standards</li> <li>Partner cross-functionally with Client Operations, Sales, Product, Implementation, Finance, and</li> <li>Compliance teams to ensure a seamless and strategic client experience</li> <li>Champion the voice of the client across the organization and within executive leadership conversations</li> </ul> Client Relationship Management: <ul> <li>Responsible for client relationship development, client growth, and high-level issue resolution</li> <li>Expand executive-level relationships with key client contacts to build trust, assess evolving needs, and proactively mitigate risks</li> <li>Develop client growth/expansion strategy plans and review cycles (e.g., success plans, executive updates)</li> </ul> Retention & Growth: <ul> <li>Design and manage programs to drive client engagement, satisfaction, renewal, and expansion across enterprise accounts</li> <li>Analyze client data to identify risk signals, growth opportunities, and areas for improvement</li> <li>Drive upsell and cross-sell strategies in partnership with Sales and Product leadership</li> </ul> Team Development: <ul> <li>Create a culture of accountability, transparency, and continuous improvement</li> <li>Track performance metrics, training opportunities, and career development paths</li> </ul> Operational Excellence: <ul> <li>Establish scalable processes, tools, and systems (e.g., CRM, customer health dashboards,feedback loops) that support efficient and high-touch client interactions</li> <li>Oversee issue escalation and resolution frameworks with attention to detail and urgency</li> </ul> Minimum Qualifications: <ul> <li>10+ years in client success, account management, or healthcare operations roles, with at least 5 years in a leadership capacity</li> <li>Strong background in healthcare IT or health information services (e.g., release of information, patient records, health data management, interoperability, HIM systems)</li> <li>Proven track record managing large provider or health system relationships and driving retention, renewals, and account expansion</li> <li>Deep understanding of compliance standards (HIPAA, CMS, OCR guidelines) and their implications in client operations</li> <li>Exceptional executive presence and communication skills</li> <li>Strategic thinker with a data-driven and solution-oriented mindset</li> <li>Strong operational and analytical skills; experience with CRM systems like Salesforce</li> <li>Team-oriented leader who thrives in collaborative, fast-paced environments</li> <li>Bachelor's degree required; Master’s degree in Business Administration, Health Administration, or related field preferred</li> <li>Ability to travel up to 25% of the time, or more as needed</li> </ul>

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