Vice President, Client Success

Vice President, Client Success

Summary of Position:
The Vice President of Client Success will lead and scale a high-performing client success organization focused on delivering exceptional client outcomes, driving retention, growth, and loyalty across our health system and provider network. This executive will be responsible for the end-to-end client experience—from onboarding to renewal—ensuring our solutions deliver measurable value while maintaining the highest levels of compliance, trust, and satisfaction in a rapidly evolving health information landscape.

Key Responsibilities:

Strategic Leadership:

Develop and execute a comprehensive client success strategy aligned with corporate goals and health information compliance standards

Partner cross-functionally with Client Operations, Sales, Product, Implementation, Finance, and

Compliance teams to ensure a seamless and strategic client experience

Champion the voice of the client across the organization and within executive leadership conversations

Client Relationship Management:

Responsible for client relationship development, client growth, and high-level issue resolution

Expand executive-level relationships with key client contacts to build trust, assess evolving needs, and proactively mitigate risks

Develop client growth/expansion strategy plans and review cycles (e.g., success plans, executive updates)

Retention & Growth:

Design and manage programs to drive client engagement, satisfaction, renewal, and expansion across enterprise accounts

Analyze client data to identify risk signals, growth opportunities, and areas for improvement

Drive upsell and cross-sell strategies in partnership with Sales and Product leadership

Team Development:

Create a culture of accountability, transparency, and continuous improvement

Track performance metrics, training opportunities, and career development paths

Operational Excellence:

Establish scalable processes, tools, and systems (e.g., CRM, customer health dashboards,feedback loops) that support efficient and high-touch client interactions

Oversee issue escalation and resolution frameworks with attention to detail and urgency

Minimum Qualifications:

10+ years in client success, account management, or healthcare operations roles, with at least 5 years in a leadership capacity

Strong background in healthcare IT or health information services (e.g., release of information, patient records, health data management, interoperability, HIM systems)

Proven track record managing large provider or health system relationships and driving retention, renewals, and account expansion

Deep understanding of compliance standards (HIPAA, CMS, OCR guidelines) and their implications in client operations

Exceptional executive presence and communication skills

Strategic thinker with a data-driven and solution-oriented mindset

Strong operational and analytical skills; experience with CRM systems like Salesforce

Team-oriented leader who thrives in collaborative, fast-paced environments

Bachelor's degree required; Master’s degree in Business Administration, Health Administration, or related field preferred

Ability to travel up to 25% of the time, or more as needed