VP, Customer Success

TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
Reporting to the Chief Customer Officer, the Vice President, Customer Success will lead our Customer Success organization and become an integral leader in transforming the way our customers achieve success with TigerConnect products. The Customer Success Management team is responsible for customer engagement/intimacy, customer outcomes, driving product adoption, understanding the business challenges and opportunities, nurturing advocates and driving renewals and expansions. The ideal candidate will bring a customer first, data driven approach along with a proven record of leading customer success teams in a SaaS environment.
The VP, Customer Success, together with their team, will use data and systems to analyze and measure key performance metrics across the customer experience and lifecycle to ensure our strategies and programs are driving better adoption and customer business outcomes including improved utilization, outcomes, retention, as well as, customer satisfaction and achievement of contracted service level agreements. Working across the business, this individual will ensure cross-functional collaboration with Sales, Professional Services, Clinical Solutions, Marketing, Product, and Finance, aligning with TigerConnect's overarching go-to-market strategy to ensure we support both new and existing customers across the lifecycle journey.
What you'll own

• Customer Success Strategy: The success of this position will rely on strategic alignment across the company to ensure our approach, offerings and resourcing are effectively influencing product adoption and growth
• Adoption and optimization: Develop measurable, repeatable best practices and strategies across business segments to encourage product adoption, value and growth. Use technology, systems, and processes to drive consistency, repeatability, and scale. Work closely with Onboarding, Support, and Business Operations to ensure alignment on key platforms and technologies that support the business (Gainsight, SFDC, etc.)
• Management: Collaboration and engagement; alignment and review of key performance indicators including usage, churn, upsell and net retention to ensure the most effective path to success for customers and for TigerConnect. Regular communication and engagement in key customer activities and events
• Analytics: Use predictive data and analytics to manage and improve the business. Continually work to refine and better leverage the data proactively and prescriptively to run the business
• Customer Interaction: Engage and provide customer feedback and input to the product roadmap; act as voice of customer by writing stories about recurring product issues, opportunities, and enhancements. Manage escalations with executive level leadership with customers and internal leadership
• Digital Customer Success: Build and implement a digital Customer Success program
• Onboarding/Implementation: Coordinate with key services organizations to ensure customers have the right services, relationships, and capabilities to achieve results.
• Team Leadership: Responsible for the overall culture and sentiment of your organization. You will encourage and support the development of your teams. This includes, but is not limited to, selecting talent, development of the team, and driving a positive and collaborative culture that values teamwork and results
• Reporting: Define, create, and use reporting and predictive analytics to understand and manage the business
• Executive Communication: Provide key updates and presentations to the executive leadership team, deliver key strategic business reviews with key stakeholders, and provide executive level communication and engagement
• Thought Leadership: Bring your experience and focus to drive continuous improvement and excellence in our customer onboarding and lifecycle management resulting in industry leading customer satisfaction and revenue growth throughout our customer base

What you'll need

• BS/BA degree required or relevant experience
• 10-15+ years of leadership experience in Customer Success preferably within an enterprise SaaS environment and at large scale
• Demonstrated success at building a highly functioning CSM org and establishing process and procedure to ensure excellence
• 10+ years of strategy development and strategic planning, including regular interface with executive teams and the board
• Strong empathy for customers AND passion for revenue and growth
• Strong executive presence and ability to influence customer leadership
• Background leveraging data and analytics in decision making
• Experience using/integrating a CSM Technology platform (e.g. Gainsight, Salesforce) into the rhythm of the business
• Experience working with cross functional teams and in a matrix environment to achieve company objectives
• Experience working in healthcare or healthtech is strongly preferred

How We Pay:

• We believe in paying fairly and equitably based on a number of factors including but not limited to work experience, interview performance, internal equity, geography, and expected level of responsibilities
• We are targeting a base salary from $144,600- $277,000
• You will also be able to participate in our annual corporate bonus program

Perks & Benefits We Offer:

• Remote-friendly with teams across the US and internationally, plus prime office space in one of the major tech ecosystems of California complete with a loaded fridge and tons of other perks
• Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match
• Focus on mental and physical wellness through annual programs including reimbursements, company-wide wellness days, and volunteer opportunities
• Mission-driven team members who love what they do and go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows to allow for better patient care
• LinkedIn Learning License for you to continue self-paced learning
• Flexible time off policy for salaried employees with no limit on the number of days off

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We've been recognized as one of the Best Places to Work in Los Angeles (2022), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000's list of Fastest Growing Companies.
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.