VP of Customer Success

The VP of Customer Success leads the strategy and execution of Paytient’s post-sales organization. This leader is responsible for ensuring customers successfully adopt the product and realize intended value, while simultaneously driving ARR growth through renewals and expansion. A primary focus for this role will be maturing the overall Customer Success function into a value-driven, strategy-focused team and group of experts on the forefront of the change we’re enabling in healthcare. This group will have a culture of proactive growth and continuing our service excellence. .

1. Strategic Leadership & Organizational Design

• →Team Transformation: Successfully transition the Account Management team to a new organizational structure designed for scalability and revenue optimization. Implement AI-driven workflows and tools to automate routine tasks (e.g., meeting summaries, health scoring, and sentiment analysis), allowing the team to focus on high-value strategic consulting. This team will develop into our foremost employer industry experts.
• →ARR Growth Strategy: Architect and implement a comprehensive plan for driving Net Revenue Retention (NRR) through proactive upsell and expansion initiatives. Partner with Sales leadership to create excellent collaboration with employer and broker sales teams, turning the Account Management team into a significant lead generation group.
• →Operational Excellence: Define and optimize the customer lifecycle, utilizing data-driven segmentation to improve engagement and resource allocation.

2. Drive Customer & Revenue Outcomes

• →Modernized QBR Framework: Design and deploy a new Quarterly Business Review (QBR) process that shifts conversations from tactical support to strategic value delivery and ROI justification.
• →Retention & Advocacy: Drive gross renewals and reduce churn by influencing future lifetime value through higher product adoption and customer health scores. Partner with Growth Operations to leverage existing growth systems to their fullest.
• →Sales Alignment: Partner closely with the Sales team to align on "land and expand" strategies, renewal forecasting, and seamless handoffs.

3. Build & Lead a World-Class Team

• →Performance Culture: Recruit, develop, and mentor a high-performing team; foster a culture of accountability where every team member is an owner of both customer happiness and revenue growth.
• →Cross-Functional Partnership: Integrate Customer Success motions with Marketing (for advocacy), Product (for feedback loops), and Finance (for ARR tracking).
• →Transformation Leadership: Act as a change agent, keeping the team motivated and engaged through structural shifts while aligning efforts to Paytient’s broader mission.

4. Escalation & Execution

• →Address high-stakes client issues with urgency, orchestrating resources across the company to resolve roadblocks and protect key accounts. Become a beacon for the voice of the client and help Paytient see around the corner.

• →Standardize the use of CRM and CS platforms to provide real-time visibility into account health and expansion pipelines.

1. Net Revenue Retention (NRR): Target growth through expansion and upsell.
2. Gross Retention Rate (GRR): Minimizing churn and contractions.
3. QBR Completion & Quality: Successful rollout and execution of the new strategic review process.
4. Team Productivity: Efficiency gains following the structural transition.