VP, Customer Success

The Vice President (VP) of Customer Success reports to the Chief Clinical Trial Officer (CCTO) and will be an influential leader representing Customer Success across the business. The VP will partner with the CCTO and other executives to drive strategic thinking and operational excellence across internal and customer-facing programs that will allow Florence Healthcare to scale while continuing to provide white glove service to its stakeholders.

The VP is responsible for defining and implementing key commercial programs to drive growth and operational effectiveness both in and out of Florence.

The ideal candidate will be energized by the opportunity to define an industry-leading customer experience and tackle day-to-day challenges within a rapidly scaling commercial organization.  

• Build customer insights. The VP will lead the Customer Support and Customer Success teams in developing customer insights and data strategies that will help identify gaps and opportunities in the end-to-end customer journey. He/She/They will focus on identifying consumer trends and related implications and opportunities for Florence, and developing and testing concepts grounded in future-forward trends and insights.
• Deliver an outstanding customer experience. The VP will drive a culture of innovation and customer-first mindset, along with a collaboration to design for one integrated customer experience across functions. The VP will work with the CCTO to set expectations for business growth, strategic industry outlook, and competitive analyses.
• Scale support. The VP will launch strategic analysis projects to benchmark hiring, staffing, and customer feedback to measure performance against goals. Performance targets will include CSAT, NPS, and Gross Retention.  

• Help our customers be advocates. The VP will create a culture of excellence that drives Customer Led Growth (CLG) through the implementation of a comprehensive customer success vision, the creation of a value-driven customer success model, and establishment of comprehensive account plans. 

You will:

• Design, then execute, the strategic vision for their assigned verticals through strategic planning, team design, and implementation of operations and systems to manage business functions of the division while promoting company culture and vision. 
• Align and collaborate with Business Development and Product strategic leaders on the development of the multi-year organizational plan that aligns with corporate strategy and informs decisions on department design, staffing plans, and product roadmaps.
• Proactively identify key issues and opportunities impacting the success of the business to create a culture of customer “stickiness” through broad based deployment of customer KPIs (Dashboards), escalation pathways (issue resolution), and cadence of executive governance meetings.
• Be a cultural steward with a focus on honesty, engagement, clear communication, and personnel development. 
• Maintain a track record of structuring strong performing teams and assisting with talent development to build and motivate high achieving team members.

An Ideal Candidate Is/Has:

• Bachelor of Arts or Science degree or equivalent professional experience required- Master of Business Administration (MBA) or similar advanced degree preferred
• 15+ years industry experience preferred-preference for SAAS experience 
• Excellent leadership and communication skills, with the ability to design, communicate, and execute a program vision
• Proven track record of implementing and driving transformational change to include transparency, accountability, speed and amazing customer focus 
• Experience working with the modern tech stack & tools used to drive cutting edge customer strategy at scale
• Deep experience putting in critical building blocks to allow for customer expansion and increased revenue stream 
• Possess a passion and confidence for the customer journey; maintain empathy and commitment to customer success 
• Be a data-driven decision-maker, with a willingness to experiment and iterate 
• Thrive in a fast-paced, rapidly changing, diverse environment