Vice President of Customer Operations

Position Summary:

The Vice President of Customer Operations [VPCO] is a member of Protocall Services' executive leadership team responsible for the strategic development, performance, and growth of the Customer Success function across all customer verticals. This role focuses on long-term strategic customer engagement, retention, expansion, and advocacy.

The VPCO leads the design and execution of a proactive customer engagement strategy that drives value realization, renewal, and growth within Protocall's customer base. The VPCO oversees the Account Services and Customer Success functions; supervises the Director of Partner Services as well as other Program-specific Director roles such as NMCAL and NHRRAP.

Key measures of success include customer retention, net revenue expansion, customer satisfaction scores, cross-sell/upsell rates, reduction in customer churn, and strategic account growth.

The VPCO reports to the Chief Executive Officer.

Key Responsibilities:

Strategic Leadership

• Develop and execute Protocall's comprehensive Customer Success strategy aligned with the company's mission, values, and financial goals.

• Establish best practices, policies, and KPIs for Customer Success distinct from Customer Service/Help Desk functions.

• Clearly define and communicate the distinct roles of Customer Success and Customer Service across all customer touchpoints. Ensure both internal teams and customers understand when and how to engage with the appropriate team, fostering seamless experiences and reducing friction.

• Advocate internally for the voice of the customer, influencing product, operations, and marketing priorities.

• Develop and manage Customer Success budgets and resource allocations.

• Participate in Executive Leadership Team meetings and strategic planning processes.

Customer Success and Relationship Management

• Supervises the Director of Partner Services (who oversees the HelpNow product-level customer service).

• Works closely with onboarding during implementation of new accounts to ensure a smooth transition experience.  

• Directly manages and supports the growth of dedicated strategic customer success staff.

• Build, develop, and mentor a high-performing Customer Success team, fostering a proactive, customer-centric culture that drives relationship depth and loyalty.

• Implement scalable customer success models and segmentation strategies (e.g., high-touch vs. tech-touch accounts).

• Develop strategic account management plans for top-tier customers.

• Lead programs focused on value delivery, onboarding success, adoption, renewal, expansion, and customer advocacy.

• Lead customer communications for key accounts including renewals, upsells, and strategic initiatives.

Gather and Monitor Customer Metrics and Insights

• Design and track key metrics including Net Promoter Score (NPS), Customer Health Scores, Churn Rates, Customer Lifetime Value (CLV), and Net Revenue Retention (NRR).

• Lead quarterly business reviews (QBRs) with key customers.

• Analyze churn and renewal data to identify patterns, insights, and improvement opportunities.

Internal Collaboration

• Collaborate with Sales, Product Management, Clinical Operations, and Marketing to ensure a seamless customer journey.

• Partner with Product teams to integrate customer feedback into product development cycles.

• Work closely with Clinical and Operational teams to maintain excellence in service delivery tied to customer success outcomes.

Requirements: 

• Minimum 10 years in customer success, account management, or related customer-facing leadership roles.

• At least 5 years of senior management experience leading teams.

• Master's Degree preferred in Business Administration, Public Health, Behavioral Health, or related field.

• Experience building or scaling Customer Success functions.

• Experience in healthcare, behavioral health, SaaS platforms, or digital health services preferred.

• Excellent written and verbal communication skills.

• May require availability during non-standard business hours across time zones.

• Ability to travel up to 20% nationally.

• Comfortable working in a remote environment with distributed teams.

• Demonstrated commitment to diversity, equity, inclusion, and belonging practices.

* ProtoCall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different.*