Vice President, Client Success

Job not on LinkedIn

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $204.8k - $276.6k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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MRO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

📋 Compliance

💰 Series unknown on 2019-11

Healthcare • SaaS • Compliance

MRO is an enterprise healthcare software company that provides a Clinical Data Exchange Platform (CDXP) and modular solutions to securely curate, normalize, and exchange clinical data across providers, payers, registries, and clinical data requesters. MRO helps hospitals, health systems, ambulatory practices, and payers streamline release of information, compliance workflows, MIPS/quality reporting, ACO tracking, and clinical intelligence by connecting to hundreds of disparate EHRs, reducing administrative burden and accelerating patient-focused care delivery. The company emphasizes security and regulatory compliance and has been recognized with Best in KLAS awards for Release of Information.

📋 Description

• Build and lead the client success function for the Curation Solutions business unit • Unify client relationship management, reduce client attrition, and ensure measurable value realization across a $150M+ portfolio • Own the end-to-end client success lifecycle from post-sales onboarding through value realization and retention • Own gross revenue retention and identify growth opportunities for Commercial to drive upsell and expansion • Establish health scoring, tiered engagement models, escalation frameworks, early-warning triggers, recovery playbooks, and client success processes • Create a value realization methodology to articulate partnership ROI and address cost/value challenges • Drive adoption of client-facing technology platforms through training, onboarding, demos, technical support, troubleshooting, feedback, and roadmap updates • Own risk and attrition management, including post-mortem analysis, root-cause documentation, preventive action tracking, and senior leadership reporting • Establish cross-functional playbooks and closed-loop feedback processes across Product, Support, Commercial, Clinical Services, Operations, Advisory, and Growth • Directly manage, recruit, coach, develop, and retain the Client Success team • Define client coverage, touchpoint, documentation, escalation, and career progression standards • Serve as primary liaison between Client Success, Clinical, and Commercial leadership • Partner on renewal strategy, expansion identification, retention planning, invoicing, billing, pricing, and renewal negotiations • Collaborate with Product and Marketing to represent client feedback in roadmaps and messaging • Design handoff protocols with Implementation teams • Personally manage strategic and complex health system client relationships, including C-suite engagement and Executive Summits • Design refreshed Quarterly Business Reviews for Tier 1 accounts • Report gross revenue retention, client health trends, NPS trajectory, churn risk, and corrective actions to senior leadership • Represent Client Success in executive leadership meetings, M&A integration planning, and board-level discussions as needed

🎯 Requirements

• 10+ years of progressive experience in client success, account management, or customer operations in B2B healthcare technology, health services, or clinical data management • 5+ years in a leadership role managing client-facing teams of 10+ people • Demonstrated success in reducing churn and improving net revenue retention • Deep experience working with health systems, hospital quality teams, or multi-facility healthcare organizations • Proven ability to build or significantly transform a client success function, including health scoring, tiered engagement models, escalation frameworks, and playbooks • Strong executive presence and comfort engaging C-suite stakeholders at large health systems • Analytical mindset with experience using data to drive client health decisions, identify risk patterns, and report on retention outcomes • Demonstrated ability to work cross-functionally across Commercial, Operations, Product, and Finance • Excellent written and verbal communication skills • Bachelor’s degree or equivalent experience • Familiarity with Salesforce and customer success platforms such as Gainsight, Totango, ChurnZero, or similar • Familiarity with CMS quality programs, clinical registries, or hospital regulatory • Background in clinical registry services, quality reporting, or outsourced healthcare data management is preferred • Experience managing through a platform migration or major product transition with an existing client base is preferred • Ability to travel up to 25%

🏖️ Benefits

• Annual cash bonus • Medical insurance • Dental insurance • Vision insurance • Life insurance • 401(k) plan • Fully remote work within the United States • Up to 25% travel