Vice President, Customer Success Operations & Enablement
WFA Digital Insight
As the demand for digital transformation in healthcare grows, companies like Modernizing Medicine are seeking skilled leaders to drive customer success. With a 30% increase in investment in healthtech in 2025, professionals with expertise in Salesforce and Excel are in high demand. Modernizing Medicine stands out for its innovative approach, and this role offers a unique opportunity to make a significant impact. Before applying, candidates should be prepared to showcase their strategic leadership skills and experience in driving operational excellence.
Job Description
About the Role
The Vice President, Customer Success Operations & Enablement plays a critical role in driving the efficiency, scalability, and customer impact of the Customer Success organization at Modernizing Medicine. This leader will oversee Customer Success Ops Enablement, Education, and Services, developing and executing a unified strategy aligned with company goals for retention, adoption, and growth.As a key member of the Customer Success team, the VP will lead the strategy, delivery, and optimization of customer-facing enablement and service offerings, including Customer Education, Training, Internal Learning & Enablement, and Customer Success Transformation. The VP will also champion digital transformation initiatives, leveraging AI, automation, and analytics to enhance both internal productivity and customer service delivery.
The VP will report to the SVP, Customer Success, and will be responsible for maximizing customer time-to-value, adoption, satisfaction, and long-term success while ensuring operational excellence across the departments.
What You Will Do
- Develop and execute a unified strategy for Customer Success Operations, Enablement, and Services
- Lead digital transformation initiatives across the customer lifecycle, leveraging AI, automation, and analytics
- Partner with the executive team to define CS OKRs and KPIs that link to enterprise outcomes
- Develop and manage the CS Technology Roadmap, leading the selection, implementation, and integration of new technologies
- Oversee the strategy, delivery, and optimization of customer-facing enablement and fee-based service offerings
- Drive revenue growth and operational excellence across these functions through effective packaging, pricing, and digital delivery models
- Champion digital enablement, introducing self-service learning platforms, AI-powered education, and predictive analytics for customer needs
- Ensure all service offerings accelerate time-to-value, adoption, and measurable customer outcomes
- Build and maintain the Customer Success technology roadmap to ensure data integrity and automation
- Establish a robust framework for measuring and reporting CS performance, including key metrics like retention, churn rate, product adoption, CSM efficiency, and service revenue KPIs
What We Are Looking For
- 10+ years of experience in customer success, operations, or a related field
- Proven track record of driving growth, adoption, and customer satisfaction
- Strong expertise in Salesforce and Excel
- Experience in developing and executing strategic plans, managing budgets, and leading cross-functional teams
- Strong communication, interpersonal, and project management skills
- Ability to analyze complex data sets, identify trends, and develop insights to inform business decisions
- Experience in managing and implementing technology roadmaps, including selection, implementation, and integration of new technologies
Nice to Have
- Experience in the healthcare or healthtech industry
- Knowledge of AI, automation, and analytics technologies
- Certification in Salesforce or other relevant technologies
- Experience in managing global teams and working with international customers
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a innovative and growing company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest technologies and tools
- Recognition and reward for outstanding performance
- Comprehensive health insurance and wellness programs
- Generous paid time off and holidays
- 401(k) or other retirement plan matching
- Stock options or equity participation
- Flexible spending accounts and other benefits
How to Stand Out
- Research Modernizing Medicine's approach to customer success and be prepared to discuss how your skills and experience align with their goals.
- Showcase your expertise in Salesforce and Excel, and be prepared to provide examples of how you have used these tools to drive growth and adoption.
- Highlight your experience in developing and executing strategic plans, managing budgets, and leading cross-functional teams.
- Be prepared to discuss your approach to digital transformation and how you have leveraged AI, automation, and analytics to enhance customer success.
- Consider creating a portfolio that showcases your experience and skills in customer success, operations, and related fields.
- Be prepared to negotiate your salary and benefits package, and do not be afraid to ask about opportunities for professional development and growth.
- Research the company culture and values, and be prepared to discuss how you align with them.
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