[Remote] Vice President, Customer Success

Note: The job is a remote job and is open to candidates in USA. Arbital Health is a rapidly growing healthcare technology and actuarial leader that centralizes, measures, and adjudicates value-based care contracts at scale. The VP of Customer Success is a senior leadership role responsible for the overall health, retention, and growth of Arbital Health’s client portfolio, overseeing the Customer Success organization and driving strategies for client retention and expansion.

Responsibilities

• Own and grow ARR across the entire client portfolio through disciplined retention and expansion strategies
• Build, lead, and develop the Customer Success team, including Director-level leaders and individual contributors
• Define and execute a scalable Customer Success strategy aligned to Arbital’s growth trajectory and product roadmap
• Partner cross-functionally with Sales, Product, and Delivery to create a seamless client experience from contract through renewal
• Establish a company-wide Voice of Customer program that systematically informs product development and strategic priorities
• Own Customer Success forecast, renewal pipeline, expansion forecast, and retention metrics as part of the company's overall revenue plan
• Recruit, hire, and develop a world-class Customer Success team including Directors of Client Success and their reports.  Define team structure, roles, and career paths to support current needs and future growth
• Coach and mentor Director-level leaders, fostering a culture of accountability, client focus, and continuous improvement.  Establish performance metrics and OKRs for the CS organization, holding the team accountable to outcomes
• Own net revenue retention (NRR) and gross revenue retention (GRR) across the full client portfolio
• Establish executive-level relationships with strategic accounts to deepen partnerships and identify expansion opportunities. Personally serve as Executive Sponsor for Arbital's largest and most strategic customer relationships
• Oversee portfolio-level health scoring and risk identification, intervening proactively on at-risk accounts
• Partner with Sales leadership to align on renewal and upsell strategy, pipeline, and go-to-market motions
• Drive expansion across new markets, use cases, and buyer personas within existing accounts
• Design and implement the end-to-end Customer Success operating model: processes, playbooks, tooling, and reporting
• Define and track key CS metrics (NRR, GRR, CSAT, time-to-value, adoption) and present regular business reviews to the executive team
• Oversee onboarding, implementation, training, and enablement programs developed by Director-level leaders
• Select and manage CS technology stack (CRM, customer success platforms, analytics tools) to enable scale and visibility
• Lead a structured Voice of Customer program that surfaces insights from across the portfolio to inform product strategy
• Serve as a senior executive sponsor for key accounts, representing Arbital at client executive business reviews and industry events
• Partner with Product, Engineering, and Delivery to close feedback loops and ensure client commitments are met
• Collaborate with Marketing on client case studies, references, and community-building initiatives

Skills

• 8+ years of Customer Success or Account Management experience, with at least 3 years in a senior leadership role managing managers in a SaaS or platform business
• Demonstrated success owning and improving NRR and GRR metrics at scale in complex enterprise environments
• Proven track record of building and scaling CS teams, processes, and infrastructure from the ground up
• Executive presence with the ability to build trusted relationships with C-suite stakeholders at payer and provider organizations
• Data-driven leader who leverages metrics and analytics to manage team performance and client outcomes
• Highly collaborative with demonstrated ability to lead cross-functional initiatives across Sales, Product, Delivery, and Marketing
• Experience serving as an executive sponsor for strategic customer relationships and influencing C-suite stakeholders
• Comfortable operating in a fast-paced, high-growth startup environment with ambiguity and evolving priorities
• Experience in healthcare technology, health plans, provider organizations, or value-based care strongly preferred

Benefits

• Generous equity grants of ISO stock options
• We offer an exceptional benefits package with high employer-paid contributions for health, dental, and vision insurance
• 4% 401(k) match
• Flexible PTO, a weeklong winter shutdown, and 10 holidays each year
• Occasional travel required - Quarterly team offsites

Company Overview