Vice President of Customer Success at Qrata
Job Description
Key Responsibilities:
● Lead and scale customer success strategy for enterprise clients across the US, with a focus on healthcare and RCM process optimization.
● Serve as the primary relationship owner for senior client stakeholders, ensuring a trusted and strategic partnership.
● Drive customer retention and renewal by proactively identifying risks, streamlining RCM workflows, and creating mitigation plans.
● Partner with cross-functional teams (Sales, Product, Operations, Support) to deliver an exceptional client experience tailored to client RCM goals.
● Develop account plans, quarterly business reviews (QBRs), and success roadmaps for high-value clients.
● Identify upsell and cross-sell opportunities, particularly around end-to-end revenue cycle solutions, working closely with the sales team to drive revenue expansion.
● Establish and track key success metrics (NPS, CSAT, retention, adoption, financial performance, and expansion).
● Mentor and guide a team of customer success managers, ensuring best practices and a client-first culture.
● Represent the “Voice of the Customer” internally to influence product and service improvements, especially in coding accuracy, billing compliance, and claims management.
● Leverage hands-on knowledge of medical coding to ensure alignment between client expectations and operational delivery, fostering accuracy and efficiency across the RCM lifecycle.
Qualification:
● 15+ years of progressive experience in Customer Success, Client Relations, or Enterprise Account Management, preferably in SaaS/Technology/Services.
● Strong track record of managing and growing enterprise-level client relationships.
● Proven success in driving retention, renewals, and account expansion.
● Exceptional communication, negotiation, and stakeholder management skills.
● Experience leading and mentoring customer success teams.
● Strong business acumen with the ability to align client goals with company solutions.
● Comfortable working with executive-level stakeholders (CIO, CTO, CFO, etc.).
● US market experience is mandatory.
What We Offer:
● Competitive compensation with performance-based incentives.
● Comprehensive benefits package ( Health).
● Opportunity to shape and lead customer success strategy at a growing company.
● Collaborative, innovative, and people-first culture.
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