Vice President of Customer Relations

Role Overview:

Strategic Customer Retention Advisor -

This role is a unique opportunity to define the long-term direction of our client's customer success efforts, overseeing a high-performing team that is committed to delivering exceptional, tailored experiences. Your leadership will directly impact their ability to build lasting customer relationships that are integral to the success and growth of the business.

You’ll leverage your strategic expertise and analytical acumen to develop retention initiatives grounded in data-driven insights. Your focus will be on reducing churn and driving sustained loyalty, while creating an environment where customers feel valued and understood. By deeply understanding customer behaviors, preferences, and pain points, you’ll continuously refine and optimize retention strategies to ensure they not only meet but exceed customer expectations. Your ability to anticipate market trends and customer needs will keep them ahead of competitors, making us a trusted partner in our clients' long-term success.

This role is located in Naperville - looking for someone who is open to a hybrid working environment. You will also be in charge of spearheading and leading a team focusing on mentorship, morale, and the vision of the organization.

What You’ll Do:

Own the Customer Retention Strategy:

• Lead the charge in developing and executing innovative retention strategies that create lifelong customers. You'll be the mastermind behind reducing churn, boosting engagement, and maximizing lifetime value.

Lead a Dream Team:

• You’ll inspire, guide, and mentor a small but mighty team, helping them grow while driving high performance. With your leadership, your team will become the gold standard for customer success.

Elevate the Customer Journey:

• From onboarding to renewal, you’ll ensure that every interaction is an opportunity to wow. You’ll take a hands-on approach to building personalized experiences that keep our customers not just satisfied, but truly delighted.

Turn Data into Action:

• Use your analytical superpowers to decode customer behavior, identify trends, and unlock powerful insights that drive smarter decisions and better results. Metrics like churn, net retention, and customer lifetime value will be your roadmap to success.

Collaborate Across the Organization:

• This isn’t a siloed role. You’ll work closely with sales, marketing, and product teams to align retention strategies with company goals, ensuring every department is singing from the same hymn sheet.

Be the Voice of the Customer:

• You’ll be our customers’ biggest champion. By building meaningful relationships and understanding their evolving needs, you’ll proactively address challenges before they become issues, ensuring customers feel heard and valued every step of the way.

What They're Looking For:

Experience:

• 7-12 years in customer success, retention, or a similar field. You’ve spent at least 2 of those years leading and mentoring a team, and you’re no stranger to the unique challenges of the healthcare industry.

Leadership:

• You know how to inspire a team, and you thrive in a lean, high-growth environment where flexibility and innovation are key. Your leadership will directly shape our customer experience and long-term success.

Strategic Mindset:

• You can see the big picture while staying laser-focused on the details. You know how to create scalable retention strategies and execute them flawlessly.

Data-Driven:

• Numbers don’t scare you—they excite you. You love digging into customer data, uncovering insights, and using them to fine-tune your approach and drive results.

Customer-Obsessed:

• Your passion for creating incredible customer experiences is what fuels you. You don’t just manage accounts—you build relationships that last and become integral to the customer’s success.

Innovative & Adaptable:

• You thrive in fast-moving environments and are always looking for new ways to improve. Whether it’s experimenting with new tools or adjusting strategies on the fly, you’re ready to take risks to achieve greatness.

The Equus Group is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.