[Hiring] VP, Customer Success @Nabla

Role Description

We are looking for a VP, Customer Success to lead and scale our post-sales organization. You’ll own the full customer lifecycle from onboarding through renewal and expansion — ensuring our health system partners realize measurable value from Nabla. This is a player-coach role: you’ll lead a growing team while staying close to our most strategic accounts.

Responsibilities

• Team Leadership
  • Build, manage, and mentor a high-performing CS team across Customer Success Managers, Implementation Specialists, Integrations, and Support.
  • Define team structure, headcount plan, and career paths as we scale from startup to growth-stage.
  • Foster a customer-obsessed, data-driven culture.
• Customer Outcomes & ARR (Annual Recurring Revenue) Expansion
  • Own GRR (Gross Revenue Retention), NRR (Net Revenue Retention), and CSAT as primary KPIs, along with ARR expansion.
  • Elevate Nabla’s capability to communicate Customer Value, and drive penetration into C-level Customer Sponsorship for our strategic accounts.
  • Be a strong partner to our Sales Team in identifying and strategizing on cross-sell and upsell opportunities.
  • Personally manage relationships with our top-tier health system executives.
  • Drive measurable clinical and operational outcomes for customers.
• Process & Systems
  • Build and refine scalable CS playbooks: onboarding, QBRs, health scoring, renewal, and expansion motions.
  • Elevate Nabla’s Strategic Governance capabilities for our Must Grow Accounts, for example CVS, UCLA, UCSD, etc.
  • Implement and optimize tooling (CSP, CRM, health dashboards, etc.).
• Cross-Functional Collaboration
  • Partner with Sales on expansion and upsell opportunities.
  • Work with Marketing on case studies, references, and community programs.
  • Partner with Product to strengthen the feedback loop between customer needs and product roadmap.

Qualifications

• 10+ years in Customer Success or Account Management, with 8+ years in a leadership role.
• Experience scaling a CS org from early-stage through Series D+ growth.
• Proven track record owning NRR targets of $20M+ ARR.
• Experience in healthcare technology, digital health, or enterprise SaaS strongly preferred.
• Deep understanding of health system procurement cycles, clinical workflows, and EHR ecosystems.
• Analytical and Executive mindset — you lead with data and can build a board-ready CS metrics story.
• Exceptional executive presence; comfortable presenting to C-suite and clinical leadership.
• Ability to travel up to 30%.

STRONGLY PREFER

• Experience with AI/ML products in clinical settings.
• Background in clinical operations or health system administration.
• Familiarity with HL7/FHIR and EHR integrations (Epic, Cerner, Athena).

Benefits

• Competitive salary and stock options.
• 100% individual coverage for Medical, Dental, and Vision insurance.
• Unlimited paid time off and 11 national holidays.
• Unlimited sick leave.
• Paid leave for new parents.
• $1,500 to purchase home office equipment.
• Full ownership of your time and schedule.