What You Will Do

The VP of Customer Success is accountable for leading and overseeing Customer Success Management as the accountable function for the full Customer Journey supporting every one of RLDatix's customer accounts for the North America Region (aka NAM). Onboarding new clients, tracking and managing account health and sentiment, and ensuring and growing successful usage of RLDatix's solutions through usage strategies, are just a few examples core to the CSM value chain. The successful candidate will lead our North America customer success initiatives, ensuring that our customers' healthcare organizations derive maximum value from our innovative software solutions. Your strategic vision and leadership will help drive customer satisfaction and retention, thereby supporting the advancement of safer healthcare practices in alignment with RLDatix's mission to enable safe and efficient care delivery.

RLDatix Mission, Vision & Values | Comparably

This role will also ensure we are partnering highly effectively across the RLDatix organization, working with and alongside areas such as Sales (leads, renewals, etc.), Customer Support (customer health, sentiment, escalation management, etc.), Product (customer feedback), and Services (onboarding and adoption).

Key Responsibilities

Strategic Leadership & Vision

• Implement RLDatix's Customer Success Strategy: develop and execute a comprehensive customer success strategy that aligns with RLDatix's Global Operating Model, supporting the NAM strategies and goals.

• Enhance Customer Engagement: architect and scale both high-touch and digital-first customer engagement models, leveraging automation and segmentation to optimize customer interactions and outcomes.

• Foster Cross-Functional Collaboration: Work closely with Sales, Marketing, Product, and Support teams to ensure a cohesive approach to customer success that aligns with RLDatix's values of community spirit and being bold.

Customer Success & Retention

• Drive Retention, Renewals, and Growth: be accountable for key customer success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and renewal rates, ensuring a proactive approach to contract renewals, customer satisfaction, and long-term loyalty. Develop and execute renewal strategies that mitigate churn, maximize expansion opportunities, and ensure seamless contract negotiations. Partner with Sales and Finance to forecast renewals accurately and drive consistent, predictable revenue growth.

• Develop Proactive Engagement Strategies: implement churn mitigation tactics and identify upsell and cross-sell opportunities to drive revenue growth and customer retention.

• Align Customer Goals with Outcomes: oversee the creation of Joint Customer Success Plans and Business Reviews, based on the model, that align customer objectives with measurable outcomes, promoting safer healthcare practices.

Operational Excellence & Team Leadership

• Build and Mentor a High-Performing Team: recruit, train, and lead the NAM Customer Success team, fostering a culture of accountability, collaboration, and customer-centricity.

• Leverage Data-Driven Insights: utilize analytics to establish success metrics, customer segmentation strategies, and health score frameworks, ensuring operational efficiency and effectiveness.

• Optimize Processes with Technology: implement and manage customer success platforms and CRM systems to enhance engagement and scalability.

Cross-Functional Collaboration

• Provide Product Feedback: collaborate with Product Management to offer insights into product gaps, new use cases, and opportunities for innovation, and defect mitigation, ensuring our solutions meet evolving customer needs.

• Develop Customer-Centric Campaigns: partner with Sales and Marketing to provide input and insights that lead to initiatives that drive revenue expansion and strengthen customer relationships.

• Lead Customer Advocacy Efforts: host customer testimonials, webinars, and participate in industry events to promote RLDatix's commitment to our customer base, promoting and supporting RLDatix solutions.

Industry Engagement & Thought Leadership

• Act as a Trusted Advisor: serve as a customer advocate, representing RLDatix at conferences, advisory boards, and thought leadership events to promote our mission and vision.

• Build Strategic Partnerships: leverage an extensive industry network to drive collaborations that enhance the RLDatix brand across the community

Qualifications & Experience

• Extensive Experience in Customer Success: 15+ years in customer success, account management, or SaaS leadership, with a focus on enterprise and midmarket segments and a good demonstrable knowledge of down-market success engagement strategies.

• Proven Track Record: demonstrated success in managing substantial ARR portfolios, optimizing customer engagement models, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS.

• Change Management Expertise: experience in guiding organizations through transitions to ensure seamless adoption of new organizational and operational processes, including new products, as well as experience in successfully supporting customers migrating from legacy platforms.

• Executive Presence: ability to engage and influence C-suite stakeholders, aligning customer success initiatives with RLDatix's strategic goals.

• Analytical Proficiency: strong analytical skills with the ability to leverage data to drive customer insights and business decisions.

• Technological Savvy: proficiency in customer success platforms, CRM systems, data analytics tools, and AI, to enhance scalability and efficiency.

This role is ideal for a dynamic and forward-thinking leader who excels in building scalable customer success programs, driving revenue growth, and fostering customer advocacy. If you are passionate about improving healthcare and ready to lead a best-in-class Customer Success organization, we invite you to join RLDatix in our mission to change healthcare.