Vice President, Client Success

Vice President, Client Success Summary of Position: The Vice President of Client Success will lead and scale a high-performing client success organization focused on delivering exceptional client outcomes, driving retention, growth, and loyalty across our health system and provider network. This executive will be responsible for the end-to-end client experience—from onboarding to renewal—ensuring our solutions deliver measurable value while maintaining the highest levels of compliance, trust, and satisfaction in a rapidly evolving health information landscape. Key Responsibilities: Strategic Leadership: Develop and execute a comprehensive client success strategy aligned with corporate goals and health information compliance standards Partner cross-functionally with Client Operations, Sales, Product, Implementation, Finance, and Compliance teams to ensure a seamless and strategic client experience Champion the voice of the client across the organization and within executive leadership conversations Client Relationship Management: Responsible for client relationship development, client growth, and high-level issue resolution Expand executive-level relationships with key client contacts to build trust, assess evolving needs, and proactively mitigate risks Develop client growth/expansion strategy plans and review cycles (e.g., success plans, executive updates) Retention & Growth: Design and manage programs to drive client engagement, satisfaction, renewal, and expansion across enterprise accounts Analyze client data to identify risk signals, growth opportunities, and areas for improvement Drive upsell and cross-sell strategies in partnership with Sales and Product leadership Team Development: Create a culture of accountability, transparency, and continuous improvement Track performance metrics, training opportunities, and career development paths Operational Excellence: Establish scalable processes, tools, and systems (e.g., CRM, customer health dashboards,feedback loops) that support efficient and high-touch client interactions Oversee issue escalation and resolution frameworks with attention to detail and urgency Minimum Qualifications: 10+ years in client success, account management, or healthcare operations roles, with at least 5 years in a leadership capacity Strong background in healthcare IT or health information services (e.g., release of information, patient records, health data management, interoperability, HIM systems) Proven track record managing large provider or health system relationships and driving retention, renewals, and account expansion Deep understanding of compliance standards (HIPAA, CMS, OCR guidelines) and their implications in client operations Exceptional executive presence and communication skills Strategic thinker with a data-driven and solution-oriented mindset Strong operational and analytical skills; experience with CRM systems like Salesforce Team-oriented leader who thrives in collaborative, fast-paced environments Bachelor's degree required; Master’s degree in Business Administration, Health Administration, or related field preferred Ability to travel up to 25% of the time, or more as needed