Vice President, Customer Success, Acute & Payer

About the Company

Innovative provider of cloud-based software & services for the senior care industry

Industry
Computer Software

Type
Privately Held, VC-backed

Founded
2000

Employees
1001-5000

Funding
$200+ million

Categories

- Elder Care
- Enterprise Software
- Health Care
- SaaS
- Software
- Web Browsers
- Information Technology & Services
- Administrative Consulting
- Consulting
- Professional Services
- Agency
- Technology

Specialties

- electronic health records
- ehr
- emr
- long-term care
- software
- saas
- nursing homes
- emar
- point of care
- and health information platform

Business Classifications

- B2B
- SAAS
- Enterprise

About the Role

The Company is seeking a Vice President, Customer Success for Acute and Payer. This executive will be responsible for leading post-sale customer relationships in the acute and payer segments, with a focus on driving customer retention, growth, and long-term value realization. The role involves establishing and executing customer success strategies to improve key metrics such as Net Revenue Retention, Gross Revenue Retention, and expansion revenue.



The successful candidate will also be tasked with building and leading a high-performing customer success organization, fostering strong executive-level customer relationships, and ensuring that customers achieve measurable outcomes through the company's solutions.

Candidates for this role should have a Bachelor's degree, with an MBA or advanced degree in a healthcare-related field considered an asset. A minimum of 10 years' of customer success, account management, or related leadership experience is required, including at least 5 years' leading customer success teams in a complex B2B SaaS setting. Experience in the U.S. healthcare payer, provider, and convenor space is preferred. The role demands a proven track record in driving retention and expansion outcomes, as well as experience in building and transforming customer success organizations. Strong executive presence, commercial acumen, and the ability to influence and build relationships with C-suite stakeholders are essential. The candidate should also have a deep understanding of the acute care and/or payer healthcare landscape and be comfortable with new technologies in a fast-paced environment.

Hiring Manager Title
SVP, Customer Success & Support

Functions

- Account Management/Optimization

📌 Vice President, Customer Success, Acute & Payer (Mississauga)
🏢 Confidential
📍 Mississauga