Vice President of Client Success

Imagen enables Primary Care providers to become technology-enabled multispecialty practices, powering a successful transition from fee-for-service to value-based care. Imagen’s comprehensive platform includes in-office diagnostic testing, diagnostic interpretations powered by proprietary FDA-cleared machine learning software, and virtual specialist consults. Imagen’s platform empowers Primary Care providers to achieve healthcare’s quadruple aim of increasing quality, lowering costs, and improving the patient and provider experience. 

Imagen’s team includes over 150 clinical, technical and business personnel. Imagen’s software has received first-of-its-kind FDA clearances, and its research has been published in leading peer-reviewed journals. Imagen has raised $135 million in capital from investors such as Google Ventures, Casdin Capital, and Threshold Ventures. Imagen was founded in 2015 and is based in New York City.

Imagen is hiring a talented Vice President of Client Success who will build and operate a top-tier client success function. In this role you will be accountable for ensuring Imagen delivers meaningful value to our customers; you will also be accountable for expanding existing partnerships to best meet customer needs.  In this capacity, you will build and manage a team of highly engaging client partners, develop tools and processes to ensure customer success, and work closely with other internal stakeholders to design, execute, and measure programs that drive customer results .  

The ideal candidate has a track record of creating high performing teams that regularly exceed expectations, understands how to build infrastructure and capacity to support client success and growth, and creates a culture of energy, support, and execution that delivers results for customers.  As a growth stage business, you will play a key role in defining and shaping our customer value strategy and defining/building the tools necessary to scale up the client success function to help Imagen exceed growth and retention targets for the next 5+ years.  This role requires travel up to 50% of the time. 

Responsibilities:

• Achieve Imagen’s recognized revenue, upsell growth, and client retention targets quarterly and annually
• Build a high performing client success team
• Build a client value- and results-focused culture across the business 
• Coordinate with other internal stakeholders (deployment, customer marketing, customer service, operations, etc.) to ensure clients have a seamless experience with Imagen and that all internal functions are clear on what needs to happen for us to deliver outstanding results for customers
• Design incentive structures to motivate and drive on-going performance
• Lead by example and create a culture of performance across all of Imagen’s go-to-market functions
• As necessary, define, build and iterate upon the materials, tools, scripts, playbooks and other resources that will enable your team to successfully execute a client value and growth strategy across the US.
• Become an expert on the business models of Imagen and its customers, positioning you as a strong consultative sales leader internally and externally. 

Qualifications OR Requirements:

• Experience driving meaningful quantitative and qualitative customer results in early or mid-stage businesses
• Experience driving 120%+ annual same-store sales growth in a complex multi-stakeholder environment
• Track record of teams in your purview routinely achieving top 10% in their respective areas; consistently produces President’s Club (or equivalent) members
• Prior success in developing and executing strategies to sell and deliver in complex healthcare environments that require a deep knowledge of your product and industry to successfully serve in a consultative capacity. 
• Extensive knowledge of value-based primary care arrangements and how successful practices administer and manage them
• Strong process orientation - you understand how to successfully bring together and manage the team necessary to ensure customer value creation throughout the relationship with Imagen
• You take ownership in the success you’ve created and the opportunities you missed. You constantly strive to get better at your craft.
• Strong history of building and overseeing teams of 10+ account managers or client success managers
• At least 7+ years of healthcare experience, including at least 5 years in sales or account management leadership.  Experience leading in a startup or early stage healthcare technology or services business strongly preferred.
• Prior knowledge of Primary Care Practices and their challenges and opportunities strongly preferred.
• Ability to travel up to 50% of the time

Our headquarters are based in New York, NY and this job is conducted remotely. 

The base salary range for this position is $200,000-275,000, plus equity, commission, and benefits. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location.

Imagen is committed to the principle of equal employment opportunity for all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Imagen will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.