VP of Customer Success

Position Overview

Reporting to the SVP, Customer Operations, the VP, Customer Success will lead a team responsible for delivering a world-class customer experience spanning implementations, account management, and continuous value delivery. This leader will bring strong process engineering capabilities, drive the continuous identification and adoption of best practices, and leverage AI and automation to elevate customer satisfaction while scaling efficiently.

They will foster a culture of curiosity, empathy, and accountability—ensuring every customer touchpoint is purposeful, informed, and results-oriented. The ideal candidate has deep experience working with leading health systems, comfort engaging with stakeholders at all levels, and a proven ability to lead teams through complexity with precision and grace.

Key Responsibilities:

• Define, implement, measure, and continuously improve the full customer journey—from pre-sale discovery to implementation, go-live, optimization, and expansion
• Collaborate closely with the Solutions, Product, Engineering, and Sales teams to ensure a seamless customer experience
• Conceive, develop and deliver new value-added services and offerings that drive revenue growth and reinforce our position as a long-term strategic partner
• Build and continuously refine scalable, repeatable processes for implementation, onboarding, and success management
• Identify and drive the rapid adoption of industry and internal best practices, continuously improving service delivery models
• Champion the effective use of AI and automation across customer operations to increase efficiency, reduce manual effort, and elevate service
• Hire, develop, and lead a high-performing, multidisciplinary customer success team
• Foster a culture rooted in curiosity (to understand), empathy (to support), and accountability (to deliver)
• Define and deliver regular, candid coaching, training programs, and development support to grow internal talent and capabilities
• Serve as a trusted advisor to CodaMetrix’s customers, developing deep relationships across revenue cycle, clinical, and executive teams
• Communicate effectively with stakeholders at all levels—from frontline users to health system C-suites—tailoring engagement to drive trust, clarity, and alignment
• Lead strategic business reviews and success planning with customers to demonstrate value realization and expand impact
• Develop and track key performance indicators (KPIs) related to adoption, satisfaction, time-to-value, and customer health
• Use insights and feedback loops to drive product and process improvements
• Monitor and manage risk signals proactively, ensuring strong retention and long-term partnerships

Qualifications:

• 10+ years of experience in customer success, implementation, or consulting roles within healthcare technology organizations
• Proven success leading teams through complex, enterprise-level solution deployments, preferably in large health systems
• Deep understanding of healthcare operations, clinical and revenue workflows, and regulatory environments
• Track record of building and scaling customer success organizations with high process rigor and operational excellence
• Demonstrated ability to deploy AI, automation, or analytics tools to improve customer experience and internal efficiency
• Exceptional communication and executive presence—comfortable and credible with C-level stakeholders
• Passion for leading with empathy, developing talent, and creating inclusive, high-trust team cultures

The estimated hiring range for this role is $202,500 - $302,500 (plus applicable bonus/plus equity). This hiring range could vary by region based upon local market data. Final salary is ultimately decided upon taking into account a wide range of factors, including but not limited to: skills and experience, licensure and certifications, education, specific location and dynamic market data.