Vice President, Customer Success

Remote
Full Time
Customer Success
Experienced

Title: Vice President, Customer Success

Reporting to: Chief Revenue Officer

Location/Travel: This position can be based remotely in the US. ~30% Travel Required

Company Revenue: ~$80M (targeting $250M growth trajectory)

Customer Base: 150+ Health System Clients

Opportunity:

We are seeking a deeply technical, outcomes‑driven Vice President of Customer Success who can diagnose and address the core product, engineering, implementation, and utilization challenges that determine client success. This executive will be equally comfortable in front of health system executives and alongside our engineers, reviewing technical debt, product gaps, workflow issues, and utilization patterns that impact customer outcomes.

This leader will play a hands‑on, field‑oriented role—spending 50%+ of their time with clients to understand real‑world usage, workflow integration, value realization, and barriers to adoption. They will develop joint value and utilization plans with clients, while partnering internally to address technical and operational blockers.

Success in this role will be defined by measurable improvements in utilization, NPS, cSAT, renewal rates, and net revenue retention.

As our company accelerates from $80M to $250M in revenue, the VP of Customer Success will play a pivotal role in building a world-class, data-driven, and scalable success model that aligns customer satisfaction with company growth objectives.

Internal Application Deadline: Wednesday, December 3

Responsibilities:

Customer Success Strategy & Leadership

  • Define and execute a comprehensive customer success strategy that drives retention, adoption, and expansion across the 125+ health system client base.
  • Build and mentor a high-performing organization of account principals, customer success managers, and outcomes consultants.
  • Establish a clear operating rhythm and success framework that aligns customer lifecycle management with revenue growth objectives.

Revenue & Retention Impact

  • Drive >95% renewal rates across commercial clients (in both $ and # of clients).
  • Achieve 100% renewal at the VA.
  • Deliver 115%+ Net Revenue Retention (NRR) through expansion tied to measurable value.
  • Build predictive renewal models leveraging analytics, outcomes data, and utilization insights.

Operational Excellence

  • Develop consistent metrics and dashboards to track customer health, usage, renewal, and NPS across the enterprise customer portfolio.
  • Develop deep expertise in our full product suite, implementation workflows, architecture, technical debt areas, and competitive alternatives.
  • Partner with the CRO, Product, and Implementation leaders to optimize customer onboarding, adoption, and renewal processes.
  • Leverage AI-driven insights and automation to enhance the customer experience, proactively address risk, and surface new value opportunities.
  • Create scalable playbooks for customer engagement across tiers—from high-touch strategic health systems to tech-enabled accounts.

Client Engagement & Field Leadership

  • Spend >50% of time onsite with clients to:
    • Understand operational processes, workflows, and success metrics.
    • Review product usage patterns, adoption barriers, and integration gaps.
    • Build strong executive and operational relationships.
    • Co-develop plans that deliver maximum value, utilization, NPS, and renewal outcomes.

Cross-Functional Collaboration

  • Partner with Product Management to translate customer insights into roadmap enhancements that increase adoption and stickiness.
  • Work with Implementation teams to ensure smooth go-lives and rapid time-to-value for new deployments.
  • Align with Finance to forecast renewals, model churn risk, and track renewal velocity.

Requirements:

Required

  • 10+ years of experience in Customer Success, Account Management, or Client Services within SaaS, digital health, or HCIT environments.
  • Proven track record of leading enterprise customer success teams at scale—driving retention and growth from $50M+ to $200M+ in ARR.
  • Deep understanding of healthcare provider operations, health system buying cycles, and value realization frameworks.
  • Data-driven mindset with experience implementing customer success platforms and KPIs that link directly to revenue performance.
  • Executive presence and communication skills capable of influencing C-suite stakeholders in large health systems.
  • Inspirational leadership style with the ability to build, coach, and retain high-performing teams.

Preferred

  • Experience in AI-enabled healthcare solutions or digital engagement platforms.
  • Bachelor’s degree required; MBA or advanced degree preferred.
  • Experience integrating customer success with product-led growth or AI-first SaaS environments is highly desirable.

Attributes of the Ideal Candidate:

  • Customer Evangelist: Passionate about measurable customer outcomes and advocacy.
  • Builder & Operator: Skilled at designing and scaling teams, systems, and playbooks for rapid growth and cross-sell.
  • Strategic Influencer: Able to balance enterprise relationship management with operational rigor.
  • Analytical Leader: Driven by data, with a bias toward action and continuous improvement.
  • Collaborative Partner: Works cross-functionally to align customer success with revenue acceleration.

About GW RhythmX

GW RhythmX is revolutionizing healthcare through connected, AI-native intelligence that unites clinical insight, patient engagement, and system-wide care orchestration. The company combines market-leading AI precision care technology with extensive trusted patient engagement leadership to help health systems deliver the right care, at the right time, through the right clinician and channel. Its solutions are deployed across more than 150 health systems, touching more than 85M patients including 8M U.S. military veterans. The company's award-winning solutions were recognized again in 2024 by KLAS Research, Fierce Healthcare, and AVIA Marketplace. A SymphonyAI Group company, GW RhythmX leverages various firm assets, including $1B+ in R&D investment, longitudinal data related to 300 million patients, 4.4 billion total annual claims, and 1.8 million healthcare professionals at more than 3,000 facilities globally.

About SymphonyAI Group

SymphonyAI Group (SAIGroup) is a private investment firm building leading global enterprise AI businesses by accelerating innovation and growth. SAIGroup companies ConcertAI, SymphonyAI, and GW RhythmX deliver AI solutions that transform industries and bring value to companies, workers, healthcare professionals, and patients. The companies collectively represent a workforce of more than 4,000 talented engineers, data scientists and industry/healthcare experts. SAIGroup is backed by a $1 billion commitment from Founder and CEO Dr. Romesh Wadhwani, a noted entrepreneur and philanthropist. Learn more at  www.saigroup.ai and follow SAIGroup on LinkedIn.

When it comes to careers, our approach is simple: empower employees to do their best work and live their best professional and personal lives. Meeting the needs of a diverse group of employees across more than 30 states means offering tools to support financial, physical and emotional well-being and the choice to design what meets your needs. You’ll find everything you’d expect and many things you don’t: exceptionally generous paid time away from work, a variety of paid leave programs, savings opportunities with 401(k) and incentive plans, internal education programs, full array of health benefits, fitness reimbursement, cell phone subsidy, casual offices with snacks and drinks, peer recognition programs, health advocacy and employee assistance programs, chili cook-offs, pet insurance (yes, really) and so much more. Our most valuable benefit? An environment that supports YOU. The estimated pay range for this position is $200,000- $250,000  in base salary plus performance based incentives tied to retention and NRR target . Base salary is dependent on many factors including, but not limited to education, experience and skills. This range is subject to change and may be modified in the future.

Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.


 
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