VP, Delivery & Client Success

VP of Delivery & Client Success

Location: eMed HQ, Miami, FL 33132

Department: Delivery & Client Success

Reports to: Head of GTM Operations

About eMed

eMed is a pioneering digital health leader built on its Empathetic AI™ Population Health Platform. Our primary mission is to provide large employers, state/federal governments, unions, and payers with unique healthcare solutions aimed at reducing obesity, improving employee health, and lowering company healthcare costs. Our integrated GLP-1 medication weight management program utilizes state-of-the-art at-home blood collection kits and connected clinical telehealth services to screen, onboard, and manage qualified candidates, ensuring medication adherence and effective management of side effects through continuous telehealth support.

Position Summary

The Vice President of Delivery and Client Success will be responsible for ensuring our solutions are implemented successfully, our clients achieve their desired outcomes, and our operations scale efficiently. This role combines strategic leadership with hands-on execution, focusing on driving product adoption, operational excellence, and customer satisfaction.

Key Responsibilities

Client Delivery & Implementation

• Lead the successful deployment of eMeds solutions, ensuring seamless client onboarding, integration, and ongoing optimization.

• Develop and refine implementation frameworks to improve efficiency and scalability.

• Collaborate with Product, Engineering, and Sales to align client needs with technology and service capabilities.

• Establish KPIs to measure and improve delivery timelines, adoption rates, and client satisfaction.

 

Client Success & Retention

• Build and lead a high-performing Client Success team to drive adoption, engagement, and retention.

• Act as a trusted advisor to key clients, proactively addressing challenges and identifying expansion opportunities.

• Develop a structured approach to ongoing client education, training, and support.

• Monitor client health metrics and implement proactive strategies to mitigate churn.

Operational Leadership

• Define and optimize processes for scalable operations, ensuring seamless coordination across teams.

• Implement best practices for project management, ensuring alignment between client expectations and internal capabilities.

• Partner with the CEO and leadership team to drive growth, efficiency, and profitability.

• Identify and implement automation, tools, and strategies to enhance operational effectiveness. Partner with Sales and Operations Leadership 

Team Development & Leadership

• Build and mentor a team of high-performing professionals across delivery, customer success, and support functions.

• Foster a culture of accountability, continuous improvement, and customer-centricity.

• Establish training programs to develop internal talent and improve service delivery.

Qualifications & Experience

• 10+ years of experience in healthcare technology, SaaS, or digital health, with leadership experience in delivery, operations, or client success.

• Proven track record of managing enterprise-level client relationships and driving successful implementations.

• Strong operational acumen with experience scaling processes and teams in a fast-growth environment.

• Excellent strategic thinking, problem-solving, and decision-making abilities.

• Experience leading cross-functional teams, including Product, Engineering, and Sales.

• Deep understanding of healthcare regulations, interoperability, and payer/provider ecosystems (preferred).

Why Join eMed?

• Opportunity to drive innovation in digital health and make a tangible impact on patient outcomes.
• Collaborative, mission-driven culture with a focus on cutting-edge technology.
• Competitive compensation, equity, and benefits package.

If you are a visionary technology leader passionate about transforming healthcare through innovation, we invite you to apply and join us in shaping the future of digital health at eMed.