VP, Customer Success

Laudio is a fast-paced, high-energy SaaS startup looking for a dynamic team member in customer success to both own client relationships and help build the function as we grow.  
As Laudio’s VP of Customer Success you will be responsible for leading and managing the overall customer success strategy and operations for our Company. You will synthesize insights and feedback from across our clients and internal CS teams to make strategic and actionable adjustments to the function that will have cross-functional impact. You will play a pivotal role in driving customer satisfaction, retention and growth, while fostering strong relationships with our valued clients and internal teams. Your expertise in customer success methodologies, leadership abilities, and business acumen will be essential to ensure our customers achieve their desired outcomes and maximize the value they receive from our platform.

In this role you may also be responsible for managing a small number of hospitals and health system clients as we continue to build out the team.  This is a role that is focused on building cross-client processes, not building the journey for individual clients.  You will join all possible senior leadership meetings with our clients and support building long-term trust.  You are generative, process-oriented, solutions-focused, and driven by achieving your goals and organizational metrics, while delighting our clients and contributing to the development of a robust, customer-focused process.

Laudio’s VP, Customer Success will manage all Customer Success Directors (currently a team of 3).  This role includes responsibilities for renewals; it does not include responsibilities for implementation. 

Responsibilities include:

1. Develop and execute the customer success strategy: define and implement a customer success strategy that aligns with the Company’s overall goals and objectives. This strategy should focus on delivering exceptional customer experiences, driving customer retention, and identifying opportunities for growth.
   • With Directors, develop account plans that build towards documented milestones as well as general milestones in the client’s journey based on their goals.
   • Build standard processes around account plans to support Directors to develop scale in their roles.
   • Work with the Directors to establish standard materials for EPRs that reflect individual client goals.
2. Lead and manage the Customer Success team: build and develop a high-performing Customer Success team. Provide leadership, guidance, and mentorship to team members, ensuring they have the necessary resources, tools, and training to effectively serve our customers.
   • Hire, coach, manage, and develop the next level of leaders in the function and the Company.
   • Coach and build career paths for team members.
   • Develop a plan for an org chart with roles/responsibilities that show where the CS function could be in 1-2 years, building towards sub-functions that allow us to serve both small and enterprise clients with multiple levels of support. Also, that builds on individual Directors leading not just clients but sub-functions responsible for building and supporting aspects of customer service, e.g. user enablement or CS platforms/operations.
   • Meet with each Director weekly. Review all clients with each Director at least twice a week.  Problem solve any roadblocks and opportunities.
3. Drive customer satisfaction and retention: implement programs and initiatives to proactively engage with customers, understand their needs, and address any concerns. Develop and execute customer success metrics and key performance indicators (KPIs) to measure and track customer satisfaction, retention, and expansion.
   • Identify metrics for each client and work with CS team to develop ways to measure and report on metrics over time.
   • Review metrics every six months to ensure the ones we are managing towards give us the greatest insight into the overall health of our clients, in terms of their likelihood to renew, expand, and/or be a reference.
   • Work with CS Directors to ensure Vitally is up to date and that weekly and monthly meetings are based on it with a consistent fact base.
4. Develop strong customer relationships: establish and nurture strategic relationships with key customers. Collaborate closely with sales, product, and support teams to ensure alignment and seamless customer experiences throughout their lifecycle.
   • Identify Executives who can serve as references and/or as case studies. Support the build in Vitally to allow us to see who is applicable for a new reference request based on what they are able to discuss, their role and organizational attributes, and the recency of prior request.
   • Work with CS Directors to present data-driven reviews of program progress at quarterly executive review meetings.
   • Identify early upsell and renewal opportunities.
   • Take the initiative to spend time in-person with executives when possible and build trusted partnerships with key executives.
5. Advocate for the customer: act as the voice of the customer within the Company. Gather customer feedback, insights, and market trends to provide actionable recommendations to improve products, services, and overall customer experience.
6. Monitor and analyze customer success metrics: utilize data and analytics to track and improve customer success metrics (NPS, MAU and renewal rates), identify trends, and make data-driven decisions. Regularly report on customer success metrics, highlighting success and areas for improvement to the Senior Leadership Team (SLT).
   • Work with Directors to build key metrics into Vitally to allow the company to have an at-a-glance view of all clients, including their health and upcoming milestones/risk or growth events; with the ability to easily see the underlying metrics, trends, and to identify most impactful next steps.
   • Maintain a view of all upcoming renewal dates, expansion windows, at-risk payments, early termination dates, and other moments of client risk and opportunity. Provide regular updates to the Company on these metrics.  
7. Stay up-to-date with industry trends: keep abreast of industry best practices, emerging trends, and competitive landscape related to customer success and customer experience management. Leverage this knowledge to continually enhance our customer success strategies and methodologies.
8. Possibly provide account management for a small number of hospitals and health systems as we continue to build out the team.
   • Work closely with the client and executive teams and act as a trusted advisor to ensure adoption, robust usage, impact, and high satisfaction with Laudio during and following the training and implementation phase.
   • Document the client’s goals with measured outcomes.
   • Present data-driven reviews of program progress at executive stakeholder meetings.
   • Identify opportunities to proactively intervene to improve adoption.

Requirements include:

• Proven experience: 10+ years of experience in a customer success, account management, or related field, with at least 5 years in a leadership role overseeing customer success teams.
  • Experience managing enterprise accounts, including contract renewals, and triaging support/product enhancement feedback, preferred
• Industry knowledge: 10+ years serving hospitals / medical centers / health systems in the U.S preferred
  • Knowledge of customer success processes for SaaS businesses required
• Customer-centric mindset: strong passion for customer success, with a deep understanding of customer needs, challenges, and how we deliver exceptional customer experiences. Able to contribute to executive-level strategic problem-solving sessions while playing an active role as a customer advocate
• Leadership and management skills: demonstrated ability to lead motivate and develop high-performing teams. Strong coaching, mentoring and team-building skills.
• Strategic thinking: ability to think strategically and translate vision into actionable plans. Proven experience developing and executing customer success strategies that drive customer satisfaction, retention, and growth.
• Analytical and data-driven: confidently able to utilize data and analytics to make informed decisions. Experience with customer success metrics, KPIs, and using CRM and analytical tools, experience with Vitally and Zendesk preferred
• Excellent communication and relationship-building skills: exceptional verbal and written communication skills. Ability to build strong relationships with customers, executives, and cross-functional teams.
• Results-oriented: strong track record of achieving customer success goals and objectives. Proven ability to meet or exceed customer retention and revenue expansion targets.
• Self-driven and highly organized: able to self-motivate, be proactive, prioritize effectively and multi-task.
• Able to work remotely with up to 25% travel to hospital client sites to onboard and work with our users.
• Bachelor’s degree: a bachelor’s degree in business, marketing, or a related field is preferred. An equivalent combination of education and experience will also be considered.

If you are passionate about driving customer success, building strong relationships, and delivered exceptional customer experiences, we invite you to apply for the role of VP, Customer Success. Join our team and have a real impact on improving hospitals and the healthcare system!

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A warning about recruiting scams: you should only respond to interview requests from people with a Laudio email address or authorized 3rd party recruiting agencies (check for the company's website before responding to ensure the person contacting you is legitimate). A Laudio employee will not solicit candidates through a non-Laudio email address like Yahoo, Hotmail or Gmail. Also, all our interviews are conducted via Zoom or phone call (never via Skype or WhatsApp).