Vice President, Client Success

**Summary of Position:** The Vice President of Client Success will lead and scale a high\-performing client success organization focused on delivering exceptional client outcomes, driving retention, growth, and loyalty across our health system and provider network. This executive will be responsible for the end\-to\-end client experience—from onboarding to renewal—ensuring our solutions deliver measurable value while maintaining the highest levels of compliance, trust, and satisfaction in a rapidly evolving health information landscape. **Key Responsibilities:****Strategic Leadership:** * Develop and execute a comprehensive client success strategy aligned with corporate goals and health information compliance standards * Partner cross\-functionally with Client Operations, Sales, Product, Implementation, Finance, and * Compliance teams to ensure a seamless and strategic client experience * Champion the voice of the client across the organization and within executive leadership conversations **Client Relationship Management:** * Responsible for client relationship development, client growth, and high\-level issue resolution * Expand executive\-level relationships with key client contacts to build trust, assess evolving needs, and proactively mitigate risks * Develop client growth/expansion strategy plans and review cycles (e.g., success plans, executive updates) **Retention \& Growth:** * Design and manage programs to drive client engagement, satisfaction, renewal, and expansion across enterprise accounts * Analyze client data to identify risk signals, growth opportunities, and areas for improvement * Drive upsell and cross\-sell strategies in partnership with Sales and Product leadership **Team Development:** * Create a culture of accountability, transparency, and continuous improvement * Track performance metrics, training opportunities, and career development paths **Operational Excellence:** * Establish scalable processes, tools, and systems (e.g., CRM, customer health dashboards,feedback loops) that support efficient and high\-touch client interactions * Oversee issue escalation and resolution frameworks with attention to detail and urgency **Minimum Qualifications:** * 10\+ years in client success, account management, or healthcare operations roles, with at least 5 years in a leadership capacity * Strong background in healthcare IT or health information services (e.g., release of information, patient records, health data management, interoperability, HIM systems) * Proven track record managing large provider or health system relationships and driving retention, renewals, and account expansion * Deep understanding of compliance standards (HIPAA, CMS, OCR guidelines) and their implications in client operations * Exceptional executive presence and communication skills * Strategic thinker with a data\-driven and solution\-oriented mindset * Strong operational and analytical skills; experience with CRM systems like Salesforce * Team\-oriented leader who thrives in collaborative, fast\-paced environments * Bachelor's degree required; Master’s degree in Business Administration, Health Administration, or related field preferred * Ability to travel up to 25% of the time, or more as needed