VP of Customer Success
About Paytient:
We’re on a mission to help people better access and afford care.
Every day, millions of people, and their loved ones, need to see a doctor. For most of us, that moment is an uncertain one - we’re unsure of what’s wrong, who to go to, how long it’ll take to be seen, when we’ll feel better, and what it’ll cost.
Paytient partners with thoughtful employers and health plans who understand the impact of that moment and want to ensure that every one of their plan members are easily able to access and afford care. Our clients understand that an improved ability to self-pay for care changes patient behavior and creates value for the health plan. This founding belief is becoming an emerging standard of care in health plan design and is now, in fact, a mandatory capability in some governmental health plans. Founded in 2018, Paytient is now part of nearly 6,000 employer health plans and providing certainty that people are better able to access and afford care.
We’re looking for passionate, collaborative builders to join our team and help us create a future where everyone can more easily access and afford care.
Role Overview
The VP of Customer Success leads the strategy and execution of Paytient’s post-sales organization. This leader is responsible for ensuring customers successfully adopt the product and realize intended value, while simultaneously driving ARR growth through renewals and expansion. A primary focus for this role will be maturing the overall Customer Success function into a value-driven, strategy-focused team and group of experts on the forefront of the change we’re enabling in healthcare. This group will have a culture of proactive growth and continuing our service excellence. .
Key Responsibilities
1. Strategic Leadership & Organizational Design
- Team Transformation: Successfully transition the Account Management team to a new organizational structure designed for scalability and revenue optimization. Implement AI-driven workflows and tools to automate routine tasks (e.g., meeting summaries, health scoring, and sentiment analysis), allowing the team to focus on high-value strategic consulting. This team will develop into our foremost employer industry experts.
- ARR Growth Strategy: Architect and implement a comprehensive plan for driving Net Revenue Retention (NRR) through proactive upsell and expansion initiatives. Partner with Sales leadership to create excellent collaboration with employer and broker sales teams, turning the Account Management team into a significant lead generation group.
- Operational Excellence: Define and optimize the customer lifecycle, utilizing data-driven segmentation to improve engagement and resource allocation.
2. Drive Customer & Revenue Outcomes
- Modernized QBR Framework: Design and deploy a new Quarterly Business Review (QBR) process that shifts conversations from tactical support to strategic value delivery and ROI justification.
- Retention & Advocacy: Drive gross renewals and reduce churn by influencing future lifetime value through higher product adoption and customer health scores. Partner with Growth Operations to leverage existing growth systems to their fullest.
- Sales Alignment: Partner closely with the Sales team to align on "land and expand" strategies, renewal forecasting, and seamless handoffs.
3. Build & Lead a World-Class Team
- Performance Culture: Recruit, develop, and mentor a high-performing team; foster a culture of accountability where every team member is an owner of both customer happiness and revenue growth.
- Cross-Functional Partnership: Integrate Customer Success motions with Marketing (for advocacy), Product (for feedback loops), and Finance (for ARR tracking).
- Transformation Leadership: Act as a change agent, keeping the team motivated and engaged through structural shifts while aligning efforts to Paytient’s broader mission.
4. Escalation & Execution
- Address high-stakes client issues with urgency, orchestrating resources across the company to resolve roadblocks and protect key accounts. Become a beacon for the voice of the client and help Paytient see around the corner.
- Standardize the use of CRM and CS platforms to provide real-time visibility into account health and expansion pipelines.
Success Metrics (KPIs)
- Net Revenue Retention (NRR): Target growth through expansion and upsell.
- Gross Retention Rate (GRR): Minimizing churn and contractions.
- QBR Completion & Quality: Successful rollout and execution of the new strategic review process.
- Team Productivity: Efficiency gains following the structural transition.
Benefits We Offer for Full-Time Roles:
- Medical, dental and vision insurance
- $4,400 annual HSA contribution
- Paytient Health Payment Account (HPA)
- Monthly lifestyle spending stipend
- Five weeks of annual PTO
- Week-long fully paid 'summer break' for all employees!
- Ten weeks of bonding leave for new parents
- Two weeks of caregiver leave
- Employer paid short-term and long-term disability
- 401k plan access with a 4% employer match
- Stock options in Paytient
- ...and more!
Paytient is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
⚠️ Important Notice ⚠️ Please note that all official Paytient recruiting emails come from @paytient.com. If you receive emails from any domain other than @paytient.com, do not respond and report it to us immediately.