SVP, Customer Success

Position Summary:

We are seeking a dynamic and experienced Sr. Vice President (SVP), Customer Success to lead our customer-centric initiatives and inspire a multi-level, geographically dispersed team while fostering a collaborative and results-driven culture. The SVP, Customer Success will play a critical role in aligning the entire organization around delivering exceptional value to our clients and driving revenue growth through new business acquisition, client retention, and organic growth. 

The SVP, Customer Success is responsible for developing and implementing the overarching strategy for Customer Success that aligns with business objectives, with a focus on net customer retention, satisfaction, and expansion. This role is a full-time, remote, exempt position and reports to the Chief Executive Officer.

Base Salary Range: $290,000 - $320,000 annually.

Specific Responsibilities:

Sales Leadership

• Lead and inspire the Sales team to achieve new business revenue goals.
• Develop and execute sales discipline and strategies to drive market penetration and expansion.
• Foster a high-performance culture within the Sales team, emphasizing collaboration, customer-centric approaches, and accountability.

Account Management Leadership

• Oversee the Account Management team, ensuring client satisfaction, retention, and revenue growth.
• Collaborate with Account Managers to develop and execute strategic account plans.
• Implement initiatives and leverage organic growth where possible to enhance client relationships and address customer needs.
• Foster a culture of customer centered, proactive and regular engagement, collaborative value measurement, and relationship management at all levels. 

Cross-Functional Collaboration

• Collaborate with cross-functional teams to align customer success with overall company objectives.
• Work closely with product teams to provide customer feedback and drive product innovation and enhancements.

Performance Metrics

• Establish and monitor performance goals for Sales and Account Management teams.
• Develop and roll out incentive plans aligned with company revenue and profitability goals 
• Regularly report on progress and goal achievement, and the customer success organization, including customer satisfaction and expansion.
• Analyze customer feedback and product usage data to continuously improve customer experiences and outcomes.

Supervisory Responsibilities:

• Supervise Sales, Sales Operations, and Account Management leaders.

Skills: 

• Proven track record of leadership in a customer facing role within healthcare or data solutions industry.
• Strong understanding of the healthcare ecosystem and emerging trends.
• Demonstrated success in achieving sales targets and driving customer success initiatives.
• Excellent communication, negotiation, and relationship building skills.
• Strategic thinker with the ability to translate vision into actionable plans.

Experience:

• Minimum 15 years of progressive leadership experience in account management and sales for large and mid-size healthcare industry stakeholders. 
• Previous experience in healthcare technology, data solutions, or related fields.

Education:

• Bachelor’s degree in relevant field or equivalent experience required Healthcare Administration, Business Administration, Marketing and Communications preferred. 

Travel:

• Ability to travel as needed (25-50% of the time), to meet with clients and teams across the country.

WHO WE ARE

Named one Modern Healthcare’s “Best Places to Work,” CAQH has helped nearly 1,000 health plans, 2+ million providers, government entities and vendors connect, exchange information and operate more efficiently. CAQH technology-enabled solutions and its Committee on Operating Rules for Information Exchange (CORE) bring the healthcare industry together to make sharing business information more automated, predictable, and consistent. CAQH Insights researches opportunities to reduce the burden of manual processes in healthcare administration.  

WHAT YOU GET

CAQH recognizes that its most important asset is its growing team of smart, creative, collaborative, forward-thinking and passionate professionals – and that a comprehensive employee benefits package is an important factor for them in choosing where to work. CAQH offers competitive compensation along with an extensive benefits package for all full-time employees, including medical, dental and vision coverage, tuition assistance and a 401k. We offer full-time remote work to all staff from any location and maintain a physical office in downtown Washington, DC.

At CAQH, we are proud of our active commitment to Diversity, Equity, and Inclusion (DEI). Our DEI committee works diligently to foster an inclusive workplace where all individuals are valued, respected, and empowered. We embrace diverse perspectives and are dedicated to providing equal opportunities for everyone to thrive. Join us in our mission to transform healthcare through innovative technology solutions while making a positive impact on the lives of diverse communities.

CAQH is an equal opportunity employer. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all personnel actions, without regard to race, color, religion, sex, national origin or ancestry, age, marital status, disability, protected veteran status, personal appearance, sexual orientation, gender identity or expression, familial status, family responsibilities, matriculation, political affiliation, genetic information, source of income, place of residence, or any other characteristic protected by law. CAQH will not tolerate any unlawful discrimination and any such conduct is strictly prohibited.

Applicants have rights under the Family Medical Leave Act (FMLA), Equal Employment Opportunity (EEO), and the Employee Polygraph Protection Act (EPPA). If you are interested in applying for employment with CAQH and need an accommodation to apply for a posted position, contact CAQH Human Resources at 202-517-0436.

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