Vice President of Customer Success

Job Description

Client Summary:

Focuses on improving balance and mobility to enhance quality of life across age groups.
Uses science-based methods and mobile technology to support fall prevention.
Provides a digital training program that strengthens both mind and body coordination.
Designed for ease of use, requiring only short, accessible sessions from home.
Aims to help individuals maintain independence and confidence as they age.
Demonstrates strong engagement and measurable outcomes at a low cost.
Supports health plans and wellness programs through scalable, compliant solutions.
Recently expanded offerings to address additional wellness and mobility challenges.

Position Responsibilities:

Proven executive-level relationship ownership with payers, including credibility with senior leaders; Medicare Advantage experience preferred
Deep digital health experience building and operating a Customer Success Operating System with clear playbooks, KPIs, dashboards, and renewal frameworks
Strong strategic and data-driven storyteller, able to translate outcomes, cost savings, and engagement metrics into executive-level narratives
Demonstrated ability to lead complex, cross-functional execution across Product, Engineering, Analytics, Sales, Marketing, and Operations
Experience owning the full customer lifecycle, including implementation, launch, outcomes reporting, renewals, and expansion
Operationally rigorous leader with strong judgment, capable of building enterprise-grade processes and accountability at scale
Hands-on people leader with experience building and scaling high-performing teams in fast-paced, growth-stage environments
High-integrity, self-directed operator with exceptional attention to detail and passion for improving health outcomes for older adults

Experience & Skills:
Required Experience and Qualifications:

10+ years in digital health, customer success, payer account management, Stars, or quality leadership
5+ years leading teams in digital health, health plans, or high-growth health tech
Proven success navigating complex payer organizations and managing enterprise relationships
Demonstrated ability to present compelling population-level outcomes to actuarial, clinical, and executive stakeholders
Strong analytical skills with comfort interpreting cost savings, claims trends, and engagement data
Experience designing scalable CS systems, playbooks, dashboards, and KPIs
Exceptional communication and executive presentation skills
Ability to thrive in a startup environment and operate with high autonomy and integrity

Preferred Experience and Qualifications: