VP, Client Success

Why join Nextech?

We are a leader in specialty healthcare technology solutions.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected].

Job Summary

The Vice President of Client Success is an experienced Client Success leader who leads our Small Business, Strategic Accounts, and Enterprise Client Success teams. This role is responsible for bringing a strategic vision and innovative approach to lead critical customer-facing teams at Nextech. Reporting to the SVP of Customer Experience, the VP of Client Success plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Nextech’s customers.

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.

Essential Functions:
• Lead, expand, and mentor the Client Success teams by setting the strategy and prioritizing key metrics in alignment with broader company vision and strategy

• Hire, train, and develop a world-class team

• Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities

• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization

• Architect the customer success organization and solutions to leverage and scale in support of our company strategy

• Partner with our sales teams to ensure all leads are effectively handled and followed up on.

• Know and understand your department data and provide monthly executive level reports

• Learn and understand our product roadmap and assist in communicating the value of new releases to customers

• Continue to maintain client renewal rate at or above company required goals. Address exit strategies as needed and ensure SalesForce is updated by team as needed.

• Attend Trade Shows to represent the company and strengthen relationships with existing client base

• Partner with company leadership to achieve our goal to improve our Net Promotor Score and account reference ability

• Collaborate with Product and Technology teams to understand the product roadmap and ensure customers clearly understand the value of new releases and enhancements

• Establish scalable programs, playbooks, and operating rhythms that enable consistent execution across all Client Success teams

• Review, analyze, and clearly communicate department performance through regular executive-level reporting

• Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents

• Carry out additional responsibilities as assigned based on business needs

Minimum Requirements:
• 10+ years of client success / account management experience

• 8 + years of progressive experience in a Customer Success and/or Professional Services leadership role

• Experience managing teams, including leading other people leaders

• A strong strategic vision for the customer experience, professional services, and customer support

• Exceptional written and verbal communication skills

• Demonstrated ability to problem solve; strong judgment and interpersonal skills.

• The skills to be a data-driven decision maker, with a willingness to experiment and iterate

• A strong customer advocate with the ability and willingness to engage directly with customers

• Ability to work effectively with all levels of the organization

• Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction/outcomes

• Ability to travel throughout the year, including occasionally on weekends

Preferred Qualifications:
• SaaS experience

• Healthcare experience

• Bachelor’s Degree

Total Rewards:
Generous annual bonus opportunity

401(k) with Employer Match

Flexible Time Off: take time off when you need it without worrying about available hours

11 paid holidays

Your Day Your Way - Celebrate a day of cultural or social significance to you

Insurance: Choice of Medical, Dental, and Vision plans

Health Savings Account with employer match

Flexible Spending Account

100% Company-Paid Parental leave (After 6 months with the company)

100% Company-Paid Life Insurance and Short/Long Term Disability Insurance

Nextech Luminary Peer Recognition Program

Wellness Program including discounts on medical premiums

Employee Assistance Program with free counseling sessions available

Corporate Discounts on Retail, Travel, and Entertainment