Vice President, Client Success

MRO

. Build and lead the client success function for the Curation Solutions business unit .

Posted 10/9/2026full-timeRemote • United StatesLead💰 $204,800 - $276,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client success management, focusing on reducing churn and improving net revenue retention through strategic leadership and cross-functional collaboration. Proficient in developing client success processes, health scoring models, and value realization methodologies within the healthcare technology sector.

Highest-signal resume keywords

Client Success ManagementRevenue Retention StrategiesCross-Functional CollaborationC-Suite EngagementData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Success ProcessesHealth Scoring ModelsTiered Engagement ModelsEscalation FrameworksValue Realization MethodologyChurn Reduction TechniquesAnalytical SkillsPost-Mortem AnalysisRisk ManagementPlatform Migration Management

Soft Skills

LeadershipCoachingCommunicationCollaborationExecutive Presence

Tools & Technologies

SalesforceGainsightTotangoChurnZeroCustomer Success Platforms

Industry Keywords

B2B Healthcare TechnologyHealth ServicesClinical Data ManagementHospital Quality TeamsClinical Registry Services

About the role

Key responsibilities & impact

Build and lead the client success function for the Curation Solutions business unit
Unify client relationship management, reduce client attrition, and ensure measurable value realization across a $150M+ portfolio
Own the end-to-end client success lifecycle from post-sales onboarding through value realization and retention
Own gross revenue retention and identify growth opportunities for Commercial to drive upsell and expansion
Establish health scoring, tiered engagement models, escalation frameworks, early-warning triggers, recovery playbooks, and client success processes
Create a value realization methodology to articulate partnership ROI and address cost/value challenges
Drive adoption of client-facing technology platforms through training, onboarding, demos, technical support, troubleshooting, feedback, and roadmap updates
Own risk and attrition management, including post-mortem analysis, root-cause documentation, preventive action tracking, and senior leadership reporting
Establish cross-functional playbooks and closed-loop feedback processes across Product, Support, Commercial, Clinical Services, Operations, Advisory, and Growth
Directly manage, recruit, coach, develop, and retain the Client Success team
Define client coverage, touchpoint, documentation, escalation, and career progression standards
Serve as primary liaison between Client Success, Clinical, and Commercial leadership
Partner on renewal strategy, expansion identification, retention planning, invoicing, billing, pricing, and renewal negotiations
Collaborate with Product and Marketing to represent client feedback in roadmaps and messaging
Design handoff protocols with Implementation teams
Personally manage strategic and complex health system client relationships, including C-suite engagement and Executive Summits
Design refreshed Quarterly Business Reviews for Tier 1 accounts
Report gross revenue retention, client health trends, NPS trajectory, churn risk, and corrective actions to senior leadership
Represent Client Success in executive leadership meetings, M&A integration planning, and board-level discussions as needed

Requirements

What you’ll need

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
Demonstrated success in reducing churn and improving net revenue retention
Deep experience working with health systems, hospital quality teams, or multi-facility healthcare organizations
Proven ability to build or significantly transform a client success function, including health scoring, tiered engagement models, escalation frameworks, and playbooks
Strong executive presence and comfort engaging C-suite stakeholders at large health systems
Analytical mindset with experience using data to drive client health decisions, identify risk patterns, and report on retention outcomes
Demonstrated ability to work cross-functionally across Commercial, Operations, Product, and Finance
Excellent written and verbal communication skills
Bachelor’s degree or equivalent experience
Familiarity with Salesforce and customer success platforms such as Gainsight, Totango, ChurnZero, or similar
Familiarity with CMS quality programs, clinical registries, or hospital regulatory
Background in clinical registry services, quality reporting, or outsourced healthcare data management is preferred
Experience managing through a platform migration or major product transition with an existing client base is preferred
Ability to travel up to 25%

Benefits

Comp & perks

Annual cash bonus
Medical insurance
Dental insurance
Vision insurance
Life insurance
401(k) plan
Fully remote work within the United States
Up to 25% travel