VP, Customer Success
About Nabla
We are a team of entrepreneurs, clinicians and engineers committed to bringing back joy to the practice of medicine.
Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: the leading AI assistant that’s restoring the human connection at the heart of healthcare. By streamlining clinical documentation, Nabla is helping clinicians focus on what matters most - patient care. Today, over 85,000 clinicians across 130+ healthcare organizations trust Nabla to support how they deliver care every day.
We’re at the start of an ambitious journey: Ambient listening, dictation, coding, and command capabilities are all converging into a proactive assistant that intuitively streamlines clinical and financial workflows.
Backed by a recent $70M Series C, we’re hiring to build the next generation of clinical AI and improve the lives of clinicians and patients everywhere.
This is a great time to join us!
The Role
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.
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
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
Just like we’re dedicated to supporting doctors’ well-being, ensuring yours is a top priority. We firmly believe that by prioritizing your well-being, we support you to excel in your work.
Here are the benefits you get when joining Nabla:
Compensation and Equity: Competitive salary and stock options
Comprehensive Health Plans: 100% individual coverage for Medical, Dental, and Vision insurance
Time Off: Unlimited paid time off and 11 national holidays
Health Comes First: Unlimited sick leave
Parental Leave: Paid leave for new parents
Remote-friendly: $1,500 to purchase home office equipment
Trust & accountability: Full ownership of your time and schedule
Life at Nabla
When you become a part of our company, you join a team of excellence-driven, curious, and genuinely kind individuals. Together, we're committed to making clinicians' lives easier and improving healthcare experiences for everyone. We believe in a world where clinicians can focus on what they were trained to do - caring for their patients, and where no patient feels their visit was rushed.
We come to work excited to leverage AI to do more for clinicians. We’re obsessed with our users’ satisfaction and we actively seek out opportunities to engage one-on-one with clinicians to understand how Nabla can better help. We consistently look for ways to improve and do not shy away from doing the work to excel. Whether it’s a feature our users asked for, or a new article for our blog, we prioritize collaboration to deliver exceptional outcomes.
We love having fun as much as we love work. Our #nablabla channel is as active as our #feature-show-off channel, we exercise during the work day at least 3 times a week (yoga, running, pilates, or HIIT, your choice!), enjoy regular off-sites to gather the team, and travel to see each other in places like NY, Paris, San Francisco, and many other vibrant cities. Oh, and we’re constantly snacking on chocolate or nuts!
If this sounds like an environment you’ll thrive in, we look forward to reading your application!
Our Values at Nabla
Joining Nabla means being part of a team that shares a commitment to excellence, humility, growth, and inclusion.
Every day is a new chance to excel
We aim for nothing less than the best and are willing to put in the effort and dedication required to exceed standards. We learn from yesterday’s failures and do better every day.
Stay humble
There’s no place for ego in our team. Our collective success is more important than individual achievements. We see humility as wisdom — keeping focus on the bigger picture.
Feedback is a gift
We embrace feedback and foster a culture of trust and respect that helps everyone grow. We communicate openly about both achievements and challenges, and we actively involve each other in finding solutions.
Committed to diversity
We recognize the ongoing challenge of diversity in tech. Our responsibility starts with fostering an inclusive environment where everyone feels empowered to be their authentic selves and do their best work.
Diversity & Inclusion
Diversity and inclusivity are fundamental values at Nabla. We embrace individuals from various backgrounds, including race, gender, educational history, sexual orientation, and beyond.
As an equal opportunity employer, we actively seek out and welcome applicants from diverse backgrounds, believing that a wide range of perspectives enriches our team and enhances our ability to innovate and thrive.
Avoid recruitment scams: Stay safe and informed
There is an active employment scam which is now using Nabla to collect personal information or financial scams. If you’re contacted by a Nabla recruiter, please ensure whomever is contacting you truly represents Nabla and is utilizing a nabla.com email address. We will never ask for the exchange of any money or credit card details during the recruitment process. Nabla utilizes a hiring platform for all applications; please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Nabla. You can find more information following this link.
Nabla does not accept unsolicited CVs from recruiters or employment agencies in response to the Nabla Careers page or a Nabla social media post. Any unsolicited CVs, including those submitted directly to hiring managers, are deemed to be the property of Nabla.