VP of Customer Success

Position Overview

Reporting to the SVP, Customer Operations, the VP, Customer Success will lead a team responsible for delivering a world-class customer experience spanning implementations, account management, and continuous value delivery. This leader will bring strong process engineering capabilities, drive the continuous identification and adoption of best practices, and leverage AI and automation to elevate customer satisfaction while scaling efficiently.

They will foster a culture of curiosity, empathy, and accountability—ensuring every customer touchpoint is purposeful, informed, and results-oriented. The ideal candidate has deep experience working with leading health systems, comfort engaging with stakeholders at all levels, and a proven ability to lead teams through complexity with precision and grace.

Key Responsibilities:

• Define, implement, measure, and continuously improve the full customer journey—from pre-sale discovery to implementation, go-live, optimization, and expansion
• Collaborate closely with the Solutions, Product, Engineering, and Sales teams to ensure a seamless customer experience
• Conceive, develop and deliver new value-added services and offerings that drive revenue growth and reinforce our position as a long-term strategic partner
• Build and continuously refine scalable, repeatable processes for implementation, onboarding, and success management
• Identify and drive the rapid adoption of industry and internal best practices, continuously improving service delivery models
• Champion the effective use of AI and automation across customer operations to increase efficiency, reduce manual effort, and elevate service
• Hire, develop, and lead a high-performing, multidisciplinary customer success team
• Foster a culture rooted in curiosity (to understand), empathy (to support), and accountability (to deliver)
• Define and deliver regular, candid coaching, training programs, and development support to grow internal talent and capabilities
• Serve as a trusted advisor to CodaMetrix’s customers, developing deep relationships across revenue cycle, clinical, and executive teams
• Communicate effectively with stakeholders at all levels—from frontline users to health system C-suites—tailoring engagement to drive trust, clarity, and alignment
• Lead strategic business reviews and success planning with customers to demonstrate value realization and expand impact
• Develop and track key performance indicators (KPIs) related to adoption, satisfaction, time-to-value, and customer health
• Use insights and feedback loops to drive product and process improvements
• Monitor and manage risk signals proactively, ensuring strong retention and long-term partnerships

Qualifications:

• 10+ years of experience in customer success, implementation, or consulting roles within healthcare technology or enterprise SaaS organizations
• Proven success leading teams through complex, enterprise-level solution deployments, preferably in large health systems
• Deep understanding of healthcare operations, clinical and revenue workflows, and regulatory environments
• Track record of building and scaling customer success organizations with high process rigor and operational excellence
• Demonstrated ability to deploy AI, automation, or analytics tools to improve customer experience and internal efficiency
• Exceptional communication and executive presence—comfortable and credible with C-level stakeholders
• Passion for leading with empathy, developing talent, and creating inclusive, high-trust team cultures

What CodaMetrix can offer you:

Learn more about our full-time employee benefits and how we take care of our team.

• Health Insurance: We cover 80% of the cost of medical and dental insurance and offer vision insurance
• Retirement: We offer a 401(k) plan that eligible employees can contribute to one month after their first day
• Flexibility: We have a generous Paid Time Off policy, which is managed but not limited, so you can take the time you need to relax and rejuvenate
• Learning: All new hires complete our 7-week Onboarding Program where they learn about our company and each of our departments through live sessions hosted by a variety of our leaders
• Development: We provide annual performance evaluations and prioritize working with employees on what their individual growth looks like
• Recognition: We recognize the outstanding achievements of our team through annual company awards where employees have the opportunity to nominate their peers
• Office Location: A modern open plan workspace located in the bustling Back Bay neighborhood of Boston
• Additional Employer Paid Benefits: We offer employer-paid life insurance and short-term and long-term disability insurance

Background Check Notice

All candidates will be required to complete a background check upon acceptance of a job offer.

Equal Employment Opportunity

Our company, as well as our products, are made better because we embrace diverse skills, perspectives, and ideas. CodaMetrix is an Equal Employment Opportunity Employer and all qualified applicants will receive consideration for employment.

Don’t meet every requirement? We invite you to apply anyway. Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At CodaMetrix we are committed to building a diverse, inclusive and authentic workplace and encourage you to consider joining us.