Radicle Health VP of Customer Experience

Vice President of Customer Experience

Radicle Health acquires, invests, and operates mission critical human services software (SaaS) companies. We believe that human services agencies and the people they serve deserve functional, modern, and easy-to-use software. And we believe we’re the ones to build it. Radicle Health is backed by Alpine Software Group (ASG), a leading private equity investor in vertical SaaS businesses. 

About Radicle Health:

Radicle Health is a collection of human services software companies created and designed to foster collaboration and experimentation across our teams so that we can collectively better serve our communities. We believe technology is at the root of success in the human services sector, but that no single system can meet the needs of every agency. So we’ve built Radicle Health around this guiding principle. Our companies are 100% committed to their products, their customers, and the individuals their customers serve. But under one roof, our teams can learn from each other, can more quickly test ideas, and can think holistically about our communities and the people at the center of those communities. Learn more at www.radicle-health.com.

Role Summary

We are seeking a VP of Customer Experience to lead and inspire our 70+ person Customer Experience (CX) team across Implementation, Support, Training, Professional Services, and Customer Success for our EHR Business Unit, supporting four products. In this critical role, you will develop and execute strategies to drive activation, engagement, retention, and customer satisfaction. As part of our leadership team, you will align the CX team’s efforts with company goals, ensuring a seamless experience for our customers while fostering a culture of excellence and accountability.

You’re Excited About This Opportunity Because You Will:

• Lead and Inspire: Manage a talented team of CX managers & directors. Foster a culture of performance, collaboration, and empathy across all the teams under you.
• Achieve Industry-Leading Metrics: Implement strategies that enhance activation, engagement, and retention, while ensuring exceptional customer satisfaction.
• Drive Efficiency: Streamline workflows, optimize processes, and introduce scalable solutions to elevate team performance and operational effectiveness.
• Expand Revenue Opportunities: Identify and execute upsell strategies, expanding recurring revenue while maintaining strong customer relationships.
• Collaborate with Executive Leadership: Work closely with company leaders to align CX initiatives with overarching revenue and business goals.

We’re Excited About You Because You:

• Are a Proven Leader: You excel at mentoring and guiding diverse teams, ensuring their success through performance management and emotional intelligence.
• Are Strategic and Data-Driven: You combine strategic planning with data analysis to make informed decisions and implement continuous improvements.
• Have a Customer-Centric Mindset: You deeply understand customer needs, journey mapping, and leveraging feedback to deliver superior experiences.
• Embrace Change and Growth: You thrive in dynamic environments, balance entrepreneurial scrappiness with professionalism, and seek innovative solutions.
• Exhibit Strong Emotional Intelligence: You are self-aware, an exceptional communicator, and a connector who inspires trust and empathy.
• Bring Results: You have a track record of achieving measurable outcomes in activation, retention, upselling, and team performance.

Other Information:

Location: Remote 

Compensation: $200,000 - $225,000 base salary + 15% target annual bonus

Benefits: 401k matching, medical, dental and vision healthcare coverage, generous PTO policy, paid holidays, volunteer time off, paid parental leave, etc.

Join Radicle Health and play a pivotal role in shaping the future of customer experience in healthcare. If you are ready to lead with vision, creativity, and impact, we want to hear from you!