Job Details

As the Vice President of Client Success, you will be the strategic leader responsible for delivering exceptional customer experiences, outcomes, and retention for TeleTracking's solutions. In this role, you will be part of the Commercial Organization and will develop and oversee a proactive, expert, high-impact post-sales organization including Client Managers and Directors of Strategic Accounts.

You will define and lead the client journey — from onboarding to renewal and expansion — ensuring we consistently deliver measurable value to our clients. In partnership with Sales, Product, and other cross-functional teams, you will drive customer satisfaction, deepen client relationships, and foster a culture of performance, accountability, and advocacy.

What You'll Do…

• Lead and develop a world-class post-sales team of Client Managers (CSMs) and Directors of Strategic Account Directors.
• Build a data-driven success strategy that aligns with customer segments, business goals, and industry best practices.
• Collaborate with team members to support upsell/cross-sell strategies, pipeline expansion, and go-to-market execution.
• Partner with team members to offer account insight to build pipeline volume and accelerate expansion velocity.
• Architect and optimize the client lifecycle, including onboarding, adoption, renewals, and advocacy programs.
• Create and deploy optimal client lifecycles, establish best practice playbooks and business review process.
• Assist in driving new business growth and establish loyalty, advocacy, and referral program(s).
• Measure, analyze and continuously improve key performance indicators such as Time to Value, product adoption rates, expansion velocity, and client health scores.
• Champion client priorities with senior leadership and partner with Product and Engineering teams to advocate for client needs and influence the product roadmap.
• Optimize effectiveness by leveraging data and technology to proactively measure, monitor and predict client behavior.
• Lead strategic account planning, ensuring alignment with client business outcomes and long-term value delivery.
• Leverage tools and platforms (e.g., Gainsight, HubSpot, Power BI) to predict churn risk, improve ROI, and scale client engagement strategies.
• Champion a voice-of-the-customer culture, collecting feedback across touchpoints to inform solutions and service innovation.
• Develop and refine scalable segmentation strategies, playbooks, and lifecycle interventions.
• Identify and mitigate deployment obstacles and proactively resolve value realization challenges.
• Identify business needs for growth, productivity improvement as well customer experience improvement opportunities.

What We Look For…

• 7+ years of leadership experience in Client Success, Account Management, or related customer-facing roles within high-growth SaaS organizations.
• Proven experience managing a book of business with at least $50M+ in Annual Recurring Revenue (ARR).
• Demonstrated success in scaling client success functions and creating repeatable systems for value delivery and growth.
• Expertise in Healthtech or similar regulated SaaS industries strongly preferred – ideally, in hospital operations, logistics and/or transportation.
• Strong analytical capabilities and familiarity with data visualization tools (e.g., Power BI, Looker, Tableau).
• Strategic thinker with excellent communication skills and a passion for solving customer problems.
• Hands-on experience with customer success platforms like Gainsight, Client Success, or similar tools, as well as proficiency with Salesforce.
• Experience working in a hospital or health system preferred.

Education...

• Bachelor's degree in Healthcare, Business, Marketing, or related field required; MBA preferred.

About Us…

TeleTracking is the world's leading integrated healthcare Operations Platform that is Expanding the Capacity to Care by combining comprehensive technology solutions with clinical operations expertise to improve access to care, delivery, and transitions of care. We work with more than 900 hospitals globally, including the 3 largest health systems in the United States, providing workflow automation and ai-based decision support that creates optimized patient flow, improved capacity management, reduced wait times, and increased growth without compromised quality of care. TeleTracking values people with an entrepreneurial spirit, creativity and building strong relationships with our employees.

Benefits:

• Medical/dental/vision plans 100% paid for employees and family members without coverage, which start from day one!
• Life and AD&D
• Flexible Spending Accounts: Medical, Dependent Care, and Transportation
• 401 (k) Retirement Savings
• Tuition Reimbursement
• Military Paid Leave (up to 6 months of base salary while on military leave)
• Paid Time Off
• Paid parental leave