VP, Customer Success

naviHealth is one of the leading healthcare technology and services providers in the United States and Customer Success is vital to our long-term strategies.We will not be successful unless our customers experience peerless experiences and outcomes from our software and services.The Vice President of Customer Success will be responsible for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Principal Duties and Responsibilities

Lead World-class Customer Success Team

  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team

Drive Customer Success Outcomes

  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Reference and advocacy solutions
  • Customer Success Management platform

Define and Optimize Customer Lifecycle

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry

Manage Customer Success Activities

  • Customer Success Management                ●  Advocacy
  • Renewals                                                          ●  Cross-sell / Up-sell

Measure Effectiveness of Customer Success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive leadership team and broader company

Inspire Customer Success Across Company

  • Create company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Skills and Qualifications

  • 15+ years’ experience in leading SaaS customer-facing organizations
  • Bachelor’s Degree required
  • MBA or relevant post-graduate degree preferred
  • Deep understanding of value drivers in recurring revenue business models
  • Ability to manage and influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Analytical and process-oriented mindset
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Experience in healthcare field encouraged but not required
  • Up to 50% travel is possible.  Travel is generally not over a weekend.  Valid driver’s license required.

About naviHealth

NaviHealth partners with health plans, health systems and post-acute providers to manage the entire continuum of post-acute care. We utilize evidence-based protocols to optimize care and bundled payment methodologies to align all stakeholders. The result: optimized care and outcomes, reduced inpatient days, reduced hospital readmissions, and increased patient satisfaction.

NaviHealth ™ is proud to be an equal opportunity/affirmative action employer. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.