Vice President, Customer Success

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Arbital Health

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

⚕️ Healthcare Insurance

☁️ SaaS

💸 Finance

Healthcare Insurance • SaaS • Finance

Arbital Health is an innovator in value-based contracting within the healthcare industry. By leveraging a deep data science framework, advanced platform capabilities, and specialized actuarial expertise, Arbital Health acts as a neutral third-party partner to support payers, providers, and other stakeholders in risk contracting. The company focuses on financial alignment and improved outcomes across all stakeholders, including Medicare Advantage, Medicaid, commercial employers, and Accountable Care Organizations. Arbital's services aim to streamline risk contracts, improve patient care, and drive cost savings. Through their adjudication platform and actuarial services, they ensure effective contract management and performance alignment in value-based care.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ Benefits

• 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