VP, Customer Success

We are looking for a VP of Customer Success.

Company: Patagonia Health Inc. is a healthcare software supplier that has built a cloud and apps-based software solution. The solution includes an integrated, federally-certified, Electronic Health Record (EHR), Practice Management (PM) and Billing software. The company’s mission is to solve two major barriers to EHR adoption, usability and cost, and address customers’ number one problem: billing. Patagonia Health’s one-of-a-kind apps-based system represents a paradigm shift in the EHR software industry, and its highly-intelligent solution uses sophisticated technology that is extremely easy-to-use. Innovative and unique apps provide timely data for organizations to improve workflow, streamline their operations and take their organizations to the next level. We are a Stevie Award Winner for Excellent Customer Service 2024 (9th consecutive year)

• Position Description:
• Role: Leader of Customer Success team. Lead post sales customer success team (including new customer onboarding, support, ongoing customer education/training and customer satisfaction) and own/deliver on business metrics.
• Job Location: Cary, NC.
• Job Type: Hybrid. Must be able to come and work from the Cary office. Currently, we are operating in a hybrid model (3 days in office and two from home). However, this may change in future.
• Key Business Metrics: Own and drive customer/ARR retention, contract renewals, NPS, Support metrics, 100% customer reference ability.
• Job Scope & Environment:
• Lead a team of 20+ to deliver on new customer implementation/training, support, customer satisfaction/NPS and contract renewals.
• Own and drive key business metrics for a professional services organization (e.g. ARR Retention, ARR Contract Renewal, NPS, Implementation duration/revenue recognition, Support resolution)
• Must be willing to roll up sleeves and get work done. This is a fast growing, fast paced company with a flat organization structure i.e/ not too many layers. Individuals must be hands on, self driven, dig into details while driving to meet overall company & departmental goals. Candidates who enjoy high growth and have a Can Do attitude would like working here.
• Company is going through rapid growth thus the ability to scale the organization and team is critical. We have small customers (with 5 users) to enterprise customers (with thousands of users) thus the ability to scale and develop strategies to manage and deliver a diverse customer base is required. Identify & implement needed improvements to scale the organization while delivering on day to day.
• Collaborate with the executive leadership team (including with Sales/Marketing, R&D/Engineering, Finance) to influence outcomes to achieve company goals including financial metrics.
• Ability to present and communicate at the executive level including board is a must.
• Skills & Competencies:
• Must have more than 10 years of experience leading and directly managing a team of 10+ people. The experience must include leading, motivating, hiring, onboarding, growing and managing performance of employees. Must have managed a team with managers reporting directly to them. Must have relevant and direct experience developing and growing people.
• Must have more than 10 years of direct and relevant experience of leading teams for new customer onboarding, success, support, proactive engagement/outreach.
• Must have more than 5 years of relevant experience owning and driving KPI such as for Customer Onboarding, ARR Retention, Contract Renewals, NPS, Ongoing customer education and proactive Customer Engagement initiatives.
• Must have more than 5 years experience at the leadership level (including Senior Manager, Director and above)
• Must have more than 5 years of engaging with customers at senior levels.
• Must have more than 5 years of Customer Success experience running Customer Success teams for Software as Service SaaS software
• Strong preference for candidates who have experience deploying Healthcare IT solutions and, in particular, Electronic Health Record software
• Must be able to clearly and succinctly communicate at the executive and board level. Must have the ability to analyze data, use data to communicate & drive decision making. Must be able to present and follow up on regular Board Meetings.
• Must have experience using software tools (e.g. project management, support ticket management, LMS, webinars etc.) to run and grow a custom success team
• Strong preference for candidates who have experience partnering with third party System Integrators to deliver/implement complex Enterprise wide SaaS solutions
• Experience owning, surveying and improving NPS is highly desirable.
• Experience running and implementing process improvement projects in customer success functions is highly desirable.
• Experience with owning and running a P&L for a professional services organization is highly desirable
• Experience running a professionals services organization at System Integrator implementing healthcare IT software is desirable
• Experience with owning and utilizing Learning Management Systems to provide on demand eLearning modules is highly desirable.
• Qualifications:
• Must have a Bachelor's degree or higher. Prefer PMP certified, MBA or Masters Degree.
• Prior experience working in a fast growing small to mid-sized (less than 100 employees) SaaS company supporting a dispersed work team in multiple states.
• A minimum of 10 years directly managing teams and managers to deliver all aspects of customer success as referenced within this position description.
  

Patagonia Health Inc is an EEO employer - M/F/Vets/Disabled