VP of Customer Success

Summary

Join Rad AI, a leading healthcare AI company, as their Vice President of Customer Success. This high-visibility role requires building and scaling a high-performing customer success team, designing a best-in-class customer success strategy, and establishing a scalable operating system. You will foster strong customer relationships, collaborate cross-functionally, and drive customer engagement, retention, and expansion. The ideal candidate possesses extensive experience in customer success within healthcare SaaS or technology companies, proven leadership in scaling teams, and strong communication and interpersonal skills. Rad AI offers a comprehensive benefits package, including health insurance, retirement benefits, paid time off, flexible work arrangements, and more.

Requirements

• 10+ years of experience in customer success, account management, or related functions within a healthcare SaaS or technology company
• Proven leadership in scaling customer success teams in high-growth environments, with deep experience building and optimizing customer success playbooks, operating frameworks, and automation tools to scale a rapidly expanding organization
• Demonstrated ability to build and manage CXO-level relationships within large healthcare organizations while also driving engagement at the frontline provider level
• Strong leadership skills with a history of mentoring and developing senior-level customer success leaders
• Experience designing and implementing scalable processes and customer engagement strategies
• Strong commercial orientation with a proven track record of driving multi-product cross-sell and expansion strategies, maximizing customer lifetime value and revenue growth
• Strong understanding applications of AI in healthcare and the ability to articulate technical concepts to non-technical stakeholders
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal executives
• Data-driven mindset with experience using customer success metrics to drive decision-making

Responsibilities

• Build, scale and lead a high-performing customer success team
• Develop future leaders, foster a culture of excellence, and provide strategic direction to elevate an already strong team
• Design and execute a best-in-class customer success strategy that drives customer engagement, retention, and expansion while aligning with company’s rapid growth and objectives
• Establish scalable, data-driven operating system for managing customer success, ensuring seamless onboarding, proactive engagement, risk mitigation, and renewal strategies, to maximize customer engagement and growth
• Foster deep, trusted customer relationships across all customer levels - from CXOs to frontline physicians - to drive adoption, loyalty, and expansion
• Partner closely with sales, product, implementations, and marketing to create a seamless customer experience, advocating for customer needs and translating insights into product innovation and business growth
• Define, track, and optimize key customer success metrics, including Net Promoter Score (NPS), adoption, retention, expansion revenue, and customer health metrics, providing data-driven insights to the executive team

Benefits

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA (with employer match), FSA, & DCFSA
• 401(k)
• 11 paid company holidays
• Location-flexibility (remote-first company!)
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend