Vice President of Customer Growth

About the Role

The successful candidate will inherit a strong team, a clear structure, and a commercially ambitious mandate to grow NRR to 120%+ while protecting and expanding relationships with some of the most consequential health systems and specialty practices in the country. This is an exciting opportunity for a results-driven leader who is passionate about driving growth and making a meaningful impact in the healthcare industry.

PatientIQ's commitment to improving patient outcomes is evident in its cutting-edge platform, which powers clinical research, post-market surveillance, registry management, and value-based care programs across hundreds of provider organizations and some of the largest device manufacturers in the world.

What You Will Do

• Own the full NRR and expansion ARR targets for PatientIQ, with a primary focus on driving revenue growth and customer expansion
• Lead three teams: Customer Success-Enterprise, Outcomes Research & Registries, and Customer Success-Specialty Practice
• Carry and manage a personal expansion quota, with a focus on building and administering CSM-level expansion incentive plans tied to ARR growth
• Develop and execute the Strategic Account Program for named accounts, including executive relationship management, multi-year expansion planning, and EBR cadence
• Build the CS-as-revenue operating model, including playbooks, tooling, metrics, and team structure
• Partner with the VP Provider Sales in a commercial pod model, with aligned coverage of Enterprise and Specialty accounts from sale through expansion
• Drive the Enterprise/Specialty Practice bifurcation to full execution, including differentiated service models, CSM ratios, and segment-specific expansion plays
• Develop and retain a high-performing team, with a focus on coaching and mentoring
• Oversee the FY2027 headcount plan and capacity modeling

What We Are Looking For

• 8+ years of experience in Customer Success, Account Management, or commercial CS leadership in B2B SaaS or health technology
• Proven track record of carrying and exceeding expansion quota, with a focus on driving revenue growth and customer expansion
• Experience building CS-as-revenue models, including CSM incentive design, expansion playbooks, and tech-touch at scale
• Health system or clinical technology account management experience, with a deep understanding of how health systems buy, renew, and expand
• Leadership experience, with a proven ability to lead teams of 10+ and develop high-performing team members
• Demonstrated ability to grow NRR from 120%+ in a prior role
• Dual-track model experience, with a focus on Enterprise and Specialty simultaneously
• HubSpot CRM fluency, with a data-driven approach to account health and expansion forecasting
• Ability to travel up to 50%

Nice to Have

• Experience working with cross-functional teams, including sales, marketing, and product
• Knowledge of the healthcare industry, with a focus on patient outcomes and value-based care
• Experience with customer success platforms and tools, including Gainsight or Medallia
• Certification in customer success or a related field, such as CCSP or CSM

Benefits and Perks

• Great benefits, including top-notch health, dental, and vision insurance
• Additional perks, including 401K and flexible time off
• Opportunity to work with a mission-driven company, with a focus on improving patient outcomes
• Collaborative and dynamic work environment, with a team of experienced professionals
• Professional development opportunities, with a focus on coaching and mentoring
• Flexible work arrangements, with the ability to work remotely up to 50% of the time
• Access to cutting-edge technology and tools, including HubSpot CRM and customer success platforms

• Tip: Showcase your experience in building CS-as-revenue models and leading high-performing teams, as these skills are crucial for success in this role.
• Develop a deep understanding of the healthcare industry, with a focus on patient outcomes and value-based care, to stand out as a candidate.
• Be prepared to discuss your experience with customer success platforms and tools, including HubSpot CRM, and how you've used data to drive account health and expansion forecasting.
• Highlight your ability to lead cross-functional teams and collaborate with sales, marketing, and product teams to drive revenue growth and customer expansion.
• Research PatientIQ's commitment to improving patient outcomes and be prepared to discuss how your skills and experience align with the company's mission and values.
• Consider obtaining certifications in customer success or related fields, such as CCSP or CSM, to demonstrate your expertise and dedication to the field.
• Prepare examples of your experience in driving revenue growth and customer expansion, and be prepared to discuss your strategies for achieving these goals.