Vice President, Customer Success

🕒 Junho 30

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Arbital Health

SiteLinkedInTodas as Vagas

1 - 10 funcionários

Fundada em 2023

🏥 Saúde

💼 Consultoria

⚕️ Seguro de Saúde

Healthcare • Consulting • Healthcare Insurance

A Arbital Health é uma inovadora em contratos baseados em valor na indústria de saúde. Ao alavancar uma estrutura profunda de ciência de dados, capacidades avançadas de plataforma e expertise atuarial especializada, a Arbital Health atua como um parceiro neutro de terceira parte para apoiar pagadores, provedores e outros stakeholders em contratos de risco. A empresa foca no alinhamento financeiro e na melhoria dos resultados para todos os stakeholders, incluindo Medicare Advantage, Medicaid, empregadores comerciais e Organizações de Cuidados Responsáveis. Os serviços da Arbital visam simplificar contratos de risco, melhorar o atendimento ao paciente e gerar economia de custos. Através de sua plataforma de adjudicação e serviços atuariais, eles garantem uma gestão de contratos eficaz e o alinhamento de performance em cuidados baseados em valor.

Descrição

• Own and grow ARR across the entire client portfolio through disciplined retention and expansion strategies. • Build, lead, and develop the Customer Success team, including Director-level leaders and individual contributors. • Define and execute a scalable Customer Success strategy aligned to Arbital’s growth trajectory and product roadmap. • Partner cross-functionally with Sales, Product, and Delivery to create a seamless client experience from contract through renewal. • Establish a company-wide Voice of Customer program that systematically informs product development and strategic priorities. • Own Customer Success forecast, renewal pipeline, expansion forecast, and retention metrics as part of the company's overall revenue plan. • Recruit, hire, and develop a world-class Customer Success team including Directors of Client Success and their reports. • Coach and mentor Director-level leaders, fostering a culture of accountability, client focus, and continuous improvement. • Establish performance metrics and OKRs for the CS organization, holding the team accountable to outcomes. • Own net revenue retention (NRR) and gross revenue retention (GRR) across the full client portfolio. • Establish executive-level relationships with strategic accounts to deepen partnerships and identify expansion opportunities. • Personally serve as Executive Sponsor for Arbital's largest and most strategic customer relationships. • Oversee portfolio-level health scoring and risk identification, intervening proactively on at-risk accounts. • Partner with Sales leadership to align on renewal and upsell strategy, pipeline, and go-to-market motions. • Drive expansion across new markets, use cases, and buyer personas within existing accounts. • Design and implement the end-to-end Customer Success operating model: processes, playbooks, tooling, and reporting. • Define and track key CS metrics (NRR, GRR, CSAT, time-to-value, adoption) and present regular business reviews to the executive team. • Oversee onboarding, implementation, training, and enablement programs developed by Director-level leaders. • Select and manage CS technology stack (CRM, customer success platforms, analytics tools) to enable scale and visibility. • Lead a structured Voice of Customer program that surfaces insights from across the portfolio to inform product strategy. • Serve as a senior executive sponsor for key accounts, representing Arbital at client executive business reviews and industry events. • Partner with Product, Engineering, and Delivery to close feedback loops and ensure client commitments are met. • Collaborate with Marketing on client case studies, references, and community-building initiatives.

🎯 Requisitos

• 8+ years of Customer Success or Account Management experience, with at least 3 years in a senior leadership role managing managers in a SaaS or platform business • Demonstrated success owning and improving NRR and GRR metrics at scale in complex enterprise environments • Experience in healthcare technology, health plans, provider organizations, or value-based care strongly preferred • Proven track record of building and scaling CS teams, processes, and infrastructure from the ground up • Executive presence with the ability to build trusted relationships with C-suite stakeholders at payer and provider organizations • Data-driven leader who leverages metrics and analytics to manage team performance and client outcomes • Highly collaborative with demonstrated ability to lead cross-functional initiatives across Sales, Product, Delivery, and Marketing • Experience serving as an executive sponsor for strategic customer relationships and influencing C-suite stakeholders • Comfortable operating in a fast-paced, high-growth startup environment with ambiguity and evolving priorities

🏖️ Benefícios

• Generous equity grants of ISO stock options • We offer an exceptional benefits package with high employer-paid contributions for health, dental, and vision insurance • 4% 401(k) match • Flexible PTO, a weeklong winter shutdown, and 10 holidays each year • Occasional travel required - Quarterly team offsites