About this opportunity
MQS Health lists this Vice President of Customer Success opportunity in northern, Kentucky. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Join our team at SNF Metrics as the Vice President of Customer Success!
The Vice President of Customer Success owns the post-sale strategy for healthcare customers — adoption, renewal, and expansion — while directly managing the support/ticketing team and leading key escalations. Also delivers product demos to prospective customers. A hands‑on leadership role: sets strategy while staying personally involved in implementations, escalations, and customer meetings.
Key Responsibilities
Own the customer journey — onboarding, adoption, renewal, and expansion — including segmentation, success plans, health scores, and executive business reviews
Directly manage customer service reps: ticket triage, SLAs, escalations, and service-quality metrics
Build trusted relationships with customer executives and stakeholders; monitor health and lead at-risk recovery plans
Drive customer engagement and identify upsell opportunities to expand existing accounts onto additional products and features
Deliver product demos to prospects and support Sales through late-stage deal activities
Represent the voice of the customer to Product/Engineering; partner with Security, Legal, and Compliance
Ensure the team handles protected health information and compliance-sensitive issues appropriately
Required Qualifications
Progressive Customer Success/account management/support leadership experience at a software company
Direct experience managing customer‑facing staff and support/ticketing operations
Strong product demo and presentation skills across executive, operational, and technical audiences
Track record managing strategic accounts, complex escalations, and renewals
Comfortable in a hands‑on, evolving small‑company environment
Preferred Qualifications
Healthcare software/health tech / regulated healthcare environment experience
Familiarity with HIPAA and healthcare privacy/security expectations
Experience with SaaS renewals, CRM, and customer‑health/usage‑analytics tools
$90,000-$200,000 per year
SNF Metrics provides equal employment opportunities to all applicants and employees and prohibits discrimination and harassment of any kind. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law. All qualified applicants are encouraged to apply.
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.