Vice President of Customer Growth

About Us

PatientIQ is the leading outcomes intelligence platform for healthcare — purpose-built to help health systems, specialty practices, medical device companies, and medical societies collect, analyze, and act on patient-reported outcomes data at scale. Our platform — ClinicalPRO, ResearchPRO, and DataPRO — powers clinical research, post-market surveillance, registry management, and value-based care programs across hundreds of provider organizations and some of the largest device manufacturers in the world.

About The Role

PatientIQ is hiring its first VP of Customer Growth — a revenue-generating commercial leader who will own net revenue retention, expansion ARR, and the strategic account program across our full customer base. This is not a traditional CS role. The VP Customer Growth carries expansion quota, builds a CS-as-revenue model, and leads a team that includes Customer Success-Enterprise, Outcomes Research & Registries, and Customer Success-Specialty Practice. The incoming leader will inherit a strong team, a clear structure, and a commercially ambitious mandate: grow NRR to 120%+ while protecting and expanding relationships with some of the most consequential health systems and specialty practices in the country.

Role Responsibilities

• Own the full NRR and expansion ARR targets for PatientIQ — the primary commercial metric for this role
• Lead three teams: CS Enterprise (health systems, new strategic partners), CS Specialty Practice (specialty practices), and Outcomes Research & Registries (Provider, MedTech, Societies)
• Carry and manage personal expansion quota; build and administer CSM-level expansion incentive plans tied to ARR growth
• Own the Strategic Account Program for named accounts — executive relationship management, multi-year expansion planning, and EBR cadence
• Build the CS-as-revenue operating model: playbooks, tooling, metrics, and team structure that treats CS as a growth engine, not a cost center
• Partner with the VP Provider Sales in a commercial pod model — aligned coverage of Enterprise and Specialty accounts from sale through expansion
• Drive the Enterprise/Specialty Practice bifurcation to full execution: differentiated service models, CSM ratios, and segment-specific expansion plays
• Develop and retain a high-performing team — coaching (CS Enterprise), (CS Specialty), and (Outcomes Research & Registries)
• Oversee FY2027 headcount plan and capacity modeling

Requirements

• 8+ years in Customer Success, Account Management, or commercial CS leadership in B2B SaaS or health technology
• Proven track record carrying and exceeding expansion quota — you have personally owned NRR targets, not just supported them
• Experience building CS-as-revenue models: CSM incentive design, expansion playbooks, and tech-touch at scale
• Health system or clinical technology account management experience — you understand how health systems buy, renew, and expand
• Led teams of 10+ including CS Directors or senior individual contributors
• Demonstrated ability to grow NRR from 120%+ in a prior role
• Dual-track model experience: Enterprise and Specialty simultaneously, with differentiated service approaches
• HubSpot CRM fluency; data-driven approach to account health and expansion forecasting
• Ability to travel up to 50%

Benefits

Great Benefits - top-notch health, dental, and vision insurance. Additional perks available, including 401K
We are Mission Driven - our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes
True Idea Meritocracy - great ideas win out. We encourage all team members to challenge the status quo because our mission demands this
Flexible Time Off - we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up
World-Class Team - we're at the top of our industry because of our employees. They're the best investment we can make, and we never forget that
Fast Growing - we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes