VP, Customer Success

The Vice President, Customer Success is a key member of the PHT Leadership Team responsible for leading customer onboarding, implementation, training, adoption, customer success, and service delivery across the PHT portfolio.

This executive oversees approximately 90 customer-facing professionals through multiple layers of leadership and is accountable for ensuring customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle. The role leads teams supporting Health Language, CSC, and Medi-Span and partners closely with Product, Sales, Marketing, Technology, Finance, and Content leadership to drive customer retention, operational excellence, revenue realization, and long-term growth.

As one of the three primary functional leaders within PHT, alongside the VP Product and VP Sales, this leader will play a critical role in shaping customer delivery strategy, scaling customer-facing operations, and creating a more unified and efficient operating model across the business.

Scope of Leadership

• Lead an organization of approximately 90 employees across multiple layers of management.
• Provide executive leadership across customer-facing teams supporting Health Language, CSC, and Medi-Span.
• Directly manage Director-level leaders
• Oversee customer onboarding, implementation, training, adoption, customer success, support, retention, and operational performance across the PHT portfolio.
• Support a diverse portfolio of healthcare technology, SaaS, data, terminology, content, analytics, and workflow solutions serving pharmacies, providers, payers, PBMs, health systems, government agencies, and healthcare technology partners.

Why This Role Matters

This role is more than leading implementation and customer success teams. It is responsible for bringing together multiple customer-facing organizations, creating a scalable operating model, standardizing best practices, and ensuring customers consistently realize value from PHT solutions.

Success will be measured through improved customer outcomes, implementation excellence, stronger adoption and retention, increased operational efficiency, and the ability to scale customer delivery capabilities across a growing healthcare technology portfolio.

Key Responsibilities

Strategic Leadership & Business Execution

• Establish and execute PHT's customer onboarding, implementation, training, adoption, customer success, and service delivery strategy.
• Drive customer retention, renewal readiness, revenue realization, and operational scalability across the portfolio.
• Lead initiatives that improve customer outcomes and simplify how customers engage with PHT solutions.
• Partner with Product and Sales leadership on strategic investments, resource allocation, go-to-market execution, and customer experience priorities.
• Serve as executive sponsor for strategic customer relationships, escalations, and high-impact delivery initiatives.
• Own operational performance metrics that support customer retention, adoption, implementation success, and delivery excellence.

Customer Delivery & Success

• Ensure customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle.
• Oversee implementation, onboarding, customer training, customer success, support, informatics, and service delivery functions.
• Establish consistent service standards and delivery practices across CSC, Health Language, and Medi-Span.
• Lead executive-level customer escalations and service recovery efforts.
• Develop programs that improve customer engagement, satisfaction, adoption, and long-term success.

Operational Excellence & Transformation

• Lead operational planning, process improvement, and organizational transformation initiatives across customer-facing functions.
• Build scalable operating models that support business growth, efficiency, and customer retention.
• Standardize implementation, training, customer success, support, and operational delivery processes across the organization.
• Drive automation, operational efficiency, and continuous improvement initiatives.
• Lead change management efforts associated with business transformation, new products, and organizational integration initiatives.

Cross-Functional Leadership

• Partner closely with Product, Sales, Marketing, Finance, Technology, and Content leadership to align priorities and execution.
• Utilize customer and operational insights to influence product roadmap decisions and customer experience improvements.
• Ensure customer-facing teams are prepared to support new product launches, enhancements, and strategic initiatives.
• Support customer growth and business performance through effective cross-functional execution.
• Establish governance, metrics, and operating rhythms that improve accountability and organizational effectiveness.

Organizational Leadership & Talent Development

• Lead and develop a multi-layered organization consisting of Directors, Managers, Team Leads, and customer-facing professionals.
• Build a culture of accountability, customer focus, collaboration, innovation, and continuous improvement.
• Drive leadership development, succession planning, and organizational capability building.
• Develop and retain high-performing teams capable of supporting future growth and transformation.
• Foster engagement and alignment across geographically diverse and functionally diverse teams.

Minimum Qualifications

• Bachelor's degree in Business, Healthcare Administration, Information Systems, Healthcare Informatics, or a related field.
• 15+ years of progressive leadership experience in customer delivery, implementation, customer success, professional services, customer operations, SaaS, healthcare technology, or a related field.
• 10+ years of experience leading large, multifunctional organizations through multiple layers of management, including Director-level leaders.
• Demonstrated experience leading organizations of 50+ employees with accountability for customer outcomes, operational performance, and business results.
• Proven success leading complex customer implementations across multiple products, delivery models, business units, or customer segments.
• Experience overseeing customer lifecycle functions such as onboarding, implementation, training, customer success, professional services, support, or service delivery.
• Demonstrated success leading operational transformation, organizational redesign, process standardization, and change management initiatives.
• Strong business, financial, and operational acumen with experience influencing investment decisions, resource allocation, and organizational priorities.
• Proven ability to build scalable operating models that improve customer outcomes, delivery quality, efficiency, retention, and revenue realization.
• Demonstrated ability to partner effectively with Product, Sales, Marketing, Technology, Finance, and executive leadership teams.
• Exceptional executive communication, stakeholder management, cross-functional leadership, and talent-development capabilities.

Preferred Qualifications

• MBA, MHA, or another relevant advanced degree.
• Leadership experience within healthcare technology, pharmacy technology, clinical workflow solutions, healthcare data, SaaS, or another complex technology environment.
• Experience building, scaling, or transforming implementation, customer success, professional services, training, or customer operations organizations.
• Experience leading customer-facing functions across multiple business units, product portfolios, and customer segments.
• Familiarity with healthcare data standards, clinical terminology, pharmacy workflows, healthcare informatics, reimbursement, or healthcare operations.
• Experience supporting mergers, acquisitions, organizational integrations, or operating-model redesign initiatives.
• Lean, Six Sigma, PMP, or other relevant operational excellence certifications.

Leadership Competencies

• Strategic Thinking & Vision
• Customer Focus
• Operational Excellence
• Business & Financial Acumen
• Executive Presence
• Cross-Functional Leadership
• Change Leadership
• Data-Driven Decision Making
• Talent Development
• Innovation & Continuous Improvement

Success in This Role

• Customers implement and adopt solutions faster and more successfully.
• Customer retention, satisfaction, and renewal performance improve.
• Customer-facing organizations operate through a unified and scalable delivery model.
• Operational efficiency, consistency, and service quality improve across the portfolio.
• Teams are aligned around common customer success practices, metrics, and goals.
• PHT is positioned for sustainable growth through strong customer outcomes and operational excellence.

Travel Requirements

• Ability to travel up to 25%, primarily for customer engagements, leadership meetings, strategic planning sessions, and industry events.