VP of Customer Success – Implementation

October 16

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Heartbeat Health

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Healthcare Insurance • Telecommunications

Heartbeat Health is a revolutionary healthcare company focused on transforming cardiovascular care through virtual-first cardiology. By leveraging device connectivity and real-time clinical data, they provide accessible, high-quality cardiovascular care remotely, offering services such as televisits, same-day diagnostic reads, and comprehensive care programs. Heartbeat Health aims to make heart health care more accessible and effective, using a nationwide model that allows for coordinated delivery between patients, cardiologists, and primary care physicians. They collaborate with various partners to create a seamless, connected health experience, both synchronously and asynchronously. Their approach simplifies complex care processes into manageable steps, improving patient outcomes and engagement, especially in regions with limited access to cardiologists.

11 - 50 employees

⚕️ Healthcare Insurance

📡 Telecommunications

📋 Description

• The Vice President of Implementation and Customer Success will help lead the client-facing delivery of our virtual cardiology solutions, ensuring that affordable care organizations, in-home care companies, payers, and health systems seamless onboarding, effective adoption, and ongoing clinical and operational success. • This role will be responsible for building scalable, repeatable frameworks that support clinical and operational excellence, scalability, regulatory compliance, and outstanding patient/provider satisfaction. • The VP will oversee cross-functional teams to ensure rapid implementation of services, proactive customer success strategies, and structured issue resolution processes that uphold the highest standards of patient safety, quality, and trust. • Direct the implementation of virtual cardiology solutions for primary care partners, hospitals and health systems, and payer clients. • Develop repeatable and scalable processes that meet client and regulatory requirements. • Partner with Clinical, Product, Engineering, Data, Security, Legal, and Operations teams to ensure seamless integration into existing and development of new workflows and technical systems. • Partner with the team to drive training programs for clinicians and staff to ensure effective adoption of virtual cardiology tools. • Design and execute a customer success strategy that promotes improved patient outcomes, provider efficiency, and long-term organizational partnerships. • Lead Customer Success Managers in building trusted relationships with healthcare partners, ensuring renewal, expansion, and satisfaction. • Establish KPIs for clinical adoption, utilization rates, and patient/provider experience. • Act as an executive sponsor for strategic healthcare clients. • Establish a structured process for clinical and operational issue resolution, ensuring rapid triage and root-cause identification. • Lead escalation management for mission-critical healthcare services, ensuring minimal disruption to patient care. • Develop transparent communication protocols with clients during critical incidents, maintaining trust and confidence. • Provide feedback loops to Product, Clinical, and Engineering teams to continuously improve the patient and provider experience. • Build and mentor a high-performing team of implementation specialists, customer success managers, and issue resolution leaders. • Align departmental objectives with organizational goals of advancing virtual cardiology and improving cardiovascular health outcomes. • Partner with Product and Clinical leadership to bring forward customer insights that inform product innovation and clinical best practices. • Represent the company with healthcare executives, medical directors, and operational leaders as a trusted strategic advisor.

🎯 Requirements

• 12+ years of experience in healthcare leadership roles, with a focus on implementation, customer success, or clinical operations. • 7+ years in executive or senior management roles in health technology, telehealth, or digital health. • Strong knowledge of healthcare delivery systems, cardiology workflows, and regulatory requirements (HIPAA, CMS, value-based care models). • Experience leading escalations and issue resolution in clinical environments where patient safety and continuity of care are paramount. • Demonstrated ability to build scalable customer operations in a high-growth, mission-driven healthcare organization. • Exceptional leadership, communication, and relationship management skills, particularly with physicians, health system executives, and clinical staff.

🏖️ Benefits

• We are mission-driven: we're revolutionizing the way cardiovascular care is delivered • We are fast-paced & agile: we move quickly, iterate often, and value experimentation • We are remote-first: flexibility, autonomy, and trust are at the core of how we operate • We care about diversity: diversity allows us to build an excellent patient experience • We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status