Vice President, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $165k - $200k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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mpathic

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

mpathic is an AI-driven safety and analytics company that offers SaaS products and APIs to record, transcribe, analyze, and improve human–AI and human–human interactions in clinical, life‑science, and enterprise settings. Their offerings include speech-to-text transcription, PII redaction, behavior and checklist analytics, human-curated benchmarking datasets, red‑teaming expertise, and an Observing Agent API to add domain-informed guardrails for healthcare and medical agents. mpathic targets life sciences, clinical research organizations, healthcare providers, insurers, and HR/enterprise teams focused on empathy, safety, bias reduction, and compliance.

📋 Description

• Lead the post-sale experience for high-touch Life Sciences and AI Labs clients • Lead Program Operations and Technical Program Managers from contract handoff through delivery • Hire, coach, and develop the Program Operations team and future people managers • Build a culture of trust, psychological safety, accountability, recognition, and sustainable performance • Establish remote-first working practices, documentation, communication cadences, and team rituals • Define the end-to-end customer journey from contract handoff through onboarding, delivery, review, renewal, and expansion • Build playbooks for kickoffs, status reporting, executive business reviews, escalations, and campaign close-out • Tailor engagement models for Life Sciences and AI Labs clients • Create customer health measures and feedback loops, including CSAT, retrospectives, and executive check-ins • Serve as executive sponsor and escalation point for key accounts • Partner with Sales on renewals, expansion, and forecasting • Bring customer feedback to Product, Engineering, and Clinical Solutions • Improve sales-to-delivery handoffs and maintain cross-functional alignment • Partner on staffing and capacity planning • Own retention, net revenue retention, on-time delivery, quality, and customer satisfaction metrics • Build scalable systems and tooling to improve project visibility, quality, and throughput • In the first 60–90 days, assess workflows, meet customers and Program Operations, establish cross-functional relationships, and create an improvement plan • In the first year, establish a structured Program Operations team, repeatable customer processes, measurable customer improvements, and a feedback loop influencing the roadmap

🎯 Requirements

• 10+ years of experience in customer success, program or project management, or customer-facing delivery leadership at a SaaS, services, or hybrid software-and-services company • 3+ years managing managers or multi-function teams • Experience building positive, supportive, high-trust team cultures • Experience designing customer-centric processes and playbooks for high-touch, complex accounts • Experience leading technical program or project management teams delivering complex, expert-driven programs • Comfort with high-stakes, sensitive subject matter • Ability to communicate crisply and credibly with executives, customers, and distributed teams • Experience in AI safety, LLM evaluation, red teaming, or human data operations, or deep experience with AI/ML customers • Ideally, experience managing projects or programs in Life Sciences or Healthcare • Ability to thrive in an early-stage, remote-first environment • Remote work location in the US; West Coast preferred