Vice President of Customer Success

About the role

Join our team at SNF Metrics as the Vice President of Customer Success! The Vice President of Customer Success owns the post-sale strategy for healthcare customers — adoption, renewal, and expansion — while directly managing the support/ticketing team and leading key escalations. Also delivers product demos to prospective customers. A hands-on leadership role: sets strategy while staying personally involved in implementations, escalations, and customer meetings.

Responsibilities

• Own the customer journey — onboarding, adoption, renewal, and expansion — including segmentation, success plans, health scores, and executive business reviews
• Directly manage customer service reps: ticket triage, SLAs, escalations, and service-quality metrics
• Build trusted relationships with customer executives and stakeholders; monitor health and lead at-risk recovery plans
• Drive customer engagement and identify upsell opportunities to expand existing accounts onto additional products and features
• Deliver product demos to prospects and support Sales through late-stage deal activities
• Represent the voice of the customer to Product/Engineering; partner with Security, Legal, and Compliance
• Ensure the team handles protected health information and compliance-sensitive issues appropriately

Required Qualifications

• Progressive Customer Success/account management/support leadership experience at a software company
• Direct experience managing customer-facing staff and support/ticketing operations
• Strong product demo and presentation skills across executive, operational, and technical audiences
• Track record managing strategic accounts, complex escalations, and renewals
• Comfortable in a hands-on, evolving small-company environment

Preferred Qualifications

• Healthcare software/health tech / regulated healthcare environment experience
• Familiarity with HIPAA and healthcare privacy/security expectations
• Experience with SaaS renewals, CRM, and customer-health/usage-analytics tools

Pay

$90,000-$200,000 per year