VP, Client Success

About the role

Carenet is looking for a VP of Client Success to lead the future of Client Success and drive strategic growth for one of the country's leading healthcare engagement organizations. This is an onsite role in San Antonio, Texas.

Responsibilities

• Leads the Client Success organization with accountability for customer retention, account growth, and overall client success.
• Develops and executes enterprise Client Success strategies aligned with business growth and customer lifetime value.
• Partners with Sales to establish governance, strengthen account planning, and drive revenue growth within existing clients.
• Oversees customer portfolio performance, including renewals, customer health, adoption, pricing optimization, and expansion opportunities.
• Builds scalable Client Success processes, operating standards, and cross-functional collaboration with Product, Operations, Finance, and executive leadership.
• Leads executive client relationships, strategic account governance, and long-term partnership planning.
• Develops organizational capability through talent management, leadership development, succession planning, and performance management.
• Presents portfolio performance, customer insights, revenue results, and strategic growth initiatives to executive leadership.

Qualifications

• Bachelor's degree required; Master's degree preferred.
• 15+ years of progressive experience in Client Success, Customer Experience, Commercial Leadership, or related fields, including executive leadership responsibility.
• Demonstrated success leading large-scale customer organizations with revenue accountability in BPO environment.
• Proven experience delivering retention, expansion, and customer value outcomes across enterprise portfolios.
• Strong commercial, financial, and operational leadership capabilities.
• Ability to travel up to 50% as needed to support client relationships, business objectives, leadership activities, and organizational priorities.
• Recognized industry expert with deep market knowledge and a strong reputation as a thought leader.
• Exceptional executive negotiation, communication, and influencing skills, with the ability to build strong partnerships across leadership teams.
• Proven success in shaping business and growth strategies while leading organizational change and transformation.
• Demonstrated ability to build, scale, and develop high-performing teams, operating models, and organizational capabilities.
• Healthcare, payer, provider, or health services industry experience is strongly preferred.
• Experience managing enterprise customer growth and retention strategies.
• Exposure to customer operating models, digital transformation, or commercial excellence initiatives.
• Willing to work in our San Antonio Office.