What are the responsibilities and job description for the VP, Customer Success position at Medicom?
About Medicom
Medicom is a leading enterprise imaging software company that solves longstanding interoperability challenges for clinicians, staff, patients, and researchers. Its core platform, Connect, supports diverse enterprise imaging interoperability use cases. These include access to prior and unread imaging studies, point-of-care workflows, patient access to images, orders and results workflows for teleradiology, telestroke and trauma, and cross-institution sharing of digital imaging. Medicom's Network is adopted by over 1,000 US healthcare institutions and backed by leading venture capital firms, such as UPMC Enterprises. Data and insights from the Medicom Connect network drive Medicom's Intellect offering, which helps clinicians and researchers advance patient care and develop new therapies.
About the role
As the Vice President of Customer Success, you will be responsible for leading, scaling, and optimizing our Customer Success organization to drive product utilization along with customer satisfaction, retention, and ultimately revenue growth. You will develop scalable processes, leverage data-driven strategies, and build a high-performing team to ensure Medicom’s customers achieve long-term success.
Additionally, you will oversee the outreach program, ensuring its effectiveness in expanding and strengthening Medicom’s network. Your leadership will play a critical role in aligning customer needs with business objectives, working closely with Sales, Marketing, Product, and Finance to maximize customer value.
What you'll do
- Develop and execute a scalable Customer Success strategy that aligns with company goals and revenue growth.
- Design, document, and refine repeatable processes and playbooks for onboarding, engagement, renewals, and expansion opportunities.
- Leverage automation and analytics to enhance efficiency and proactively address customer needs and risks.
- Develop a proactive engagement model, incorporating customer health scores and predictive insights to drive retention.
- Be the voice of the customer, translating feedback into actionable insights for Product, Sales, and Operations.
- Recruit, mentor, and develop a high-performing Customer Success team, ensuring clear roles and growth paths; currently 6 total FTE.
- As part of the CS function, lead the outreach process, ensuring it effectively expands the Medicom network while complementing Customer Success goals.
- Establish key performance metrics for Customer Success, tracking progress and optimizing results.
- Optimize results for KPIs such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Churn Rate.
- Collaborate with Sales and Marketing to align Customer Success efforts with growth initiatives, including upsell and expansion strategies.
- Partner with Product and Engineering to drive feature adoption and ensure seamless customer experiences.
- Develop customer insights reporting to inform executive leadership on customer trends and impact
Qualifications
- 8 years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a Director/VP leadership role.
- Proven experience with working in and building/scaling a Customer Success function from an early stage (preferably in a B2B SaaS or healthcare technology environment).
- Strong analytical mindset, with experience tracking and optimizing customer success metrics.
- Strong understanding of customer journey mapping and implementing repeatable playbooks for onboarding, engagement, retention, and expansion.
- Experience leading cross-functional initiatives that drive revenue growth and customer satisfaction.
- Excellent leadership and team-building skills, with the ability to mentor and grow a small but high-performing Customer Success team.
- Bachelor’s degree in Business, Marketing, or a related field.
