VP, Customer Success (SaaS)

Highlights Location Remote, US Start Date Dec 1, 2026 Work Location Allows Remote Work Skills Customer Success SaaS Customer Risk And Retention System Adoption Strategies Description About MatrixCare MatrixCare provides software solutions to more than 15,000 providers supporting skilled nursing, senior living and long-term care, life plan communities, and home health and hospice care. A multi-year winner of the Best in KLAS award, MatrixCare is trusted by thousands of facility-based and home-based care organizations to improve provider efficiencies and promote a better quality of life for the people they serve. For more information, visit www.matrixcare.com. About The Role We are looking for a Vice President, Customer Success to join our customer organization and lead and scale Customer Success across MatrixCare's portfolio of post-acute care solutions. Reporting to the Chief Customer Officer, you will turn Customer Success into a proactive, structured, data-driven, and AI-enabled organization focused on helping customers achieve measurable clinical, financial, and operational outcomes while improving customer health, adoption, retention, Gross Revenue Retention (GRR), and Net Revenue Retention (NRR). You will establish one consistent operating model, including segmentation and coverage, success planning, customer health, risk management, and renewal readiness, with clear accountability between Customer Success and Commercial teams. We are seeking a leader who equips Customer Success Managers (CSMs) with the data, AI, tools, and processes to prioritize the right customers and deliver value at scale. What You'll Do Build and execute a Customer Success strategy and operating model centered on customer outcomes, proactive engagement, adoption, retention, GRR, and NRR, backed by clear performance management and operating cadences.Establish a consistent approach to success planning and value realization that connects MatrixCare solutions to customers' clinical, financial, and operational objectives.Define adoption strategies, benchmarks, and measurable indicators of proficiency, utilization, and realized value, and equip CSMs with playbooks and action plans to close adoption gaps.Design customer segmentation, coverage models, and structured engagement strategies (journeys, playbooks, executive engagement, and lifecycle milestones) based on customer needs, value, complexity, risk, and growth potential.Partner with Customer Operations and Technology to equip CSMs with AI, automation, and customer intelligence that surface insights, prioritize actions, and expand coverage without linear increases in headcount.Build a customer risk and retention operating system with defined risk thresholds, escalation criteria, action plans, owners, deadlines, and executive review cadences, so changes in customer health, adoption, and sentiment are caught before they become churn or contraction.Establish disciplined renewal-readiness processes, risk assessments, and forecasting to improve retention predictability and reduce preventable churn and downsell.Define and operationalize clear ownership between Customer Success and Commercial teams: CSMs own the relationship, adoption, success planning, outcomes, and identification of risk and growth, while Commercial teams own contracting and negotiations, with strong coordination on qualified referrals and expansion opportunities.Establish a measurement framework (NPS, relationship CSAT, customer effort, customer health, adoption, retention, and sentiment), bring structured voice-of-customer insights into Product, Technology, Commercial, and company strategy, and build executive sponsorship models for strategic customers.Develop leaders and CSMs with the skills, tools, data, and accountability to deliver customer outcomes at scale, working across Support, Professional Services, Customer Education, Product, Technology, Sales, Marketing, and Finance to deliver a connected customer experience. What You'll Bring Required Qualifications 12+ years of progressive leadership in Customer Success, Customer Experience, Account Management, or related customer-facing functions within SaaS, enterprise software, healthcare technology, or another complex technology environment, including 7+ years leading large Customer Success organizations and teams of leaders.Demonstrated success transforming and scaling Customer Success organizations across people, process, technology, segmentation, coverage models, and operating models.Proven accountability for retention, GRR, NRR, churn reduction, renewal performance, and customer growth in a recurring-revenue business.Experience designing customer segmentation, differentiated coverage models, success planning, customer health frameworks, and customer risk-management processes, and using AI, automation, and digital engagement to increase CSM productivity and scale.Healthcare technology experience supporting healthcare providers or healthcare-related organizations, including mission-critical clinical, financial, operational, or compliance workflows.Exceptional leadership, executive communication, change management, and cross-functional influence, with strong business and financial acumen connecting customer outcomes to recurring revenue, retention, growth, and cost-to-serve. Preferred Qualifications Experience in post-acute care, long-term care, skilled nursing, home health, hospice, or related healthcare settings.Understanding of healthcare technology adoption, customer change management, interoperability, and workflow integration.Experience partnering with Product, Implementation, Professional Services, Support, Education, and Commercial teams to improve customer outcomes and reduce risk in a complex healthcare technology environment. What Success Looks Like One consistent Customer Success operating model is in place across MatrixCare, with clear accountability between Customer Success and Commercial teams.GRR and NRR improve measurably, churn and contraction decline, and renewals become more predictable.Product adoption, customer proficiency, value realization, and customer health improve across the portfolio, along with NPS, relationship CSAT, and customer sentiment.A high-risk customer operating system is established with clear owners, deadlines, and executive visibility, and CSM productivity and capacity grow through better data, AI, automation, and playbooks. Why Join MatrixCare? At MatrixCare, we are committed to fostering a culture where teammates can grow their careers and make an impact on the healthcare industry. We offer opportunities to contribute to innovative solutions that help improve care delivery, while benefiting from a flexible and supportive work environment. Our teammate value proposition includes comprehensive health and wellness benefits, flexible time off, professional development opportunities, and a collaborative culture built on trust, innovation, and teamwork. By joining MatrixCare, you'll be part of a purpose-driven organization dedicated to advancing healthcare technology and creating an exceptional experience for both teammates and customers. Compensation & Benefits $210,000-$260,000 We are shaping the future at MatrixCare, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world's best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. This position qualifies for a comprehensive benefits package and individual pay decisions are based on a variety of factors, such as the candidate's geographic work location, relevant qualifications, work experience, and skills. At MatrixCare it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Work Environment / Location Expectations Remote (US) Equal Employment Opportunity / Legal Statements MatrixCare is committed to fostering a diverse, inclusive, and equitable workplace where every individual is treated with respect and dignity. We are an Equal Opportunity Employer and make employment decisions based on qualifications, merit, business needs, and performance, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We are dedicated to providing equal access to opportunities and reasonable accommodations throughout the recruitment and employment process, ensuring that all teammates can contribute, grow, and succeed in an environment where diverse perspectives are valued and encouraged.