Vice President of Customer Success

The Company is seeking a Vice President of Customer Success to lead the strategic and operational efforts in retaining and expanding key customer relationships. This senior leader will be responsible for establishing and shaping the customer success function, with a focus on supporting and growing the most vital customer accounts. The role involves leading a multidisciplinary team, including strategic account leads, partner success managers, technical support, and training, to ensure the highest level of customer satisfaction and engagement. The successful candidate will be tasked with owning the strategy for net revenue retention and gross retention, building executive relationships, and overseeing the renewal process to align with government fiscal cycles. Applicants for the Vice President of Customer Success role at the company should have a minimum of 12 years' experience in customer success, client services, or account management, with at least 8 years in a leadership capacity. A background in a scaling B2B software environment, particularly in the $20M–$100M ARR range, is essential. Experience working with government, healthcare, or other highly regulated public sector stakeholders is also a key requirement. The ideal candidate will have a proven track record in meeting retention and expansion targets, as well as the ability to engage with senior public sector executives. A strong emphasis is placed on the ability to balance high-level strategy with hands-on execution, and a passion for the mission of democratizing technology development in health and research.