Vice President, Customer Success

The VP of Customer Success is a senior leadership role responsible for the overall health, retention, and growth of Arbital Health’s client portfolio. Reporting to the C-suite, this leader will build, manage, and scale the Customer Success organization—including Directors of Client Success and their teams—to deliver world-class outcomes for payers, providers, and other value-based care stakeholders.

This leader will own the strategy and execution of Arbital’s post-sale client experience, driving Annual Recurring Revenue (ARR) retention and expansion while institutionalizing scalable processes, infrastructure, and a high-performing team capable of supporting rapid company growth.

Key Objectives

• Own and grow ARR across the entire client portfolio through disciplined retention and expansion strategies.  

• Build, lead, and develop the Customer Success team, including Director-level leaders and individual contributors.  

• Define and execute a scalable Customer Success strategy aligned to Arbital’s growth trajectory and product roadmap.  

• Partner cross-functionally with Sales, Product, and Delivery to create a seamless client experience from contract through renewal.  

• Establish a company-wide Voice of Customer program that systematically informs product development and strategic priorities. 

• Own Customer Success forecast, renewal pipeline, expansion forecast, and retention metrics as part of the company's overall revenue plan.

Core Responsibilities

Team Leadership & Organizational Development

• Recruit, hire, and develop a world-class Customer Success team including Directors of Client Success and their reports.  Define team structure, roles, and career paths to support current needs and future growth

• Coach and mentor Director-level leaders, fostering a culture of accountability, client focus, and continuous improvement.  Establish performance metrics and OKRs for the CS organization, holding the team accountable to outcomes.

Portfolio Retention, Risk Management & Expansion

• Own net revenue retention (NRR) and gross revenue retention (GRR) across the full client portfolio

• Establish executive-level relationships with strategic accounts to deepen partnerships and identify expansion opportunities. Personally serve as Executive Sponsor for Arbital's largest and most strategic customer relationships.

• Oversee portfolio-level health scoring and risk identification, intervening proactively on at-risk accounts

• Partner with Sales leadership to align on renewal and upsell strategy, pipeline, and go-to-market motions

• Drive expansion across new markets, use cases, and buyer personas within existing accounts.

Strategy, Operations & Scalable Infrastructure

• Design and implement the end-to-end Customer Success operating model: processes, playbooks, tooling, and reporting.

• Define and track key CS metrics (NRR, GRR, CSAT, time-to-value, adoption) and present regular business reviews to the executive team.

• Oversee onboarding, implementation, training, and enablement programs developed by Director-level leaders

• Select and manage CS technology stack (CRM, customer success platforms, analytics tools) to enable scale and visibility.

Voice of Customer & Cross-Functional Partnership

• Lead a structured Voice of Customer program that surfaces insights from across the portfolio to inform product strategy

• Serve as a senior executive sponsor for key accounts, representing Arbital at client executive business reviews and industry events

• Partner with Product, Engineering, and Delivery to close feedback loops and ensure client commitments are met

• Collaborate with Marketing on client case studies, references, and community-building initiatives

Requirements:

• 8+ years of Customer Success or Account Management experience, with at least 3 years in a senior leadership role managing managers in a SaaS or platform business

• Demonstrated success owning and improving NRR and GRR metrics at scale in complex enterprise environments

• Experience in healthcare technology, health plans, provider organizations, or value-based care strongly preferred

• Proven track record of building and scaling CS teams, processes, and infrastructure from the ground up

• Executive presence with the ability to build trusted relationships with C-suite stakeholders at payer and provider organizations

• Data-driven leader who leverages metrics and analytics to manage team performance and client outcomes

• Highly collaborative with demonstrated ability to lead cross-functional initiatives across Sales, Product, Delivery, and Marketing

• Experience serving as an executive sponsor for strategic customer relationships and influencing C-suite stakeholders

• Comfortable operating in a fast-paced, high-growth startup environment with ambiguity and evolving priorities