VP of Client Success (Mid-Cycle)

ABOUT THIS POSITION

WHAT YOU'LL DO

In addition this role will continue to grow and scale a high-performing Client Success organization and partner cross-functionally with Product Sales and Operations to deliver a seamless and impactful client experience. The ideal candidate brings deep expertise in acute health systems and enterprise revenue cycle operations and technology with a strong understanding of how AI automation and advanced analytics can transform performance. This leader thrives in a high-growth fast-paced environment focused on accountability innovation and measurable outcomes.

• Own executive relationships across health system clients driving measurable outcomes in clinical operational and financial performance including documentation quality denial reduction and reimbursement optimization.

• Lead Client strategy across acute care and revenue cycle workflows and enabling technologies including Clinical Documentation Integrity (CDI) Utilization Management (UM) and Pre-Bill

• Drive adoption and value realization of AI-powered capabilities automation and analytics ensuring clints fully leverage the platform to improve efficiency accuracy and financial performance.

• Drive client outcomes including retention expansion product adoption and realized financial impact ensuring strong CSAT NPS and reference ability

• Serve as a trusted advisor to CFOs CMOs and Revenue Cycle leadership translating clinical workflows into financial and operational performance improvements

• Lead grow and scale a high-performing Client Success organization

• Instill a results-oriented client-obsessed culture focused on accountability speed and measurable value delivery

• Partner with Sales to drive expansion within existing accounts including upsell and cross-sell opportunities tied to demonstrated ROI and platform adoption

• Collaborate cross-functionally with Product Engineering and Operations to ensure alignment between client needs technology innovation (including AI/automation) and product roadmap

• Champion the voice of the client influencing product innovation and ensuring solutions address evolving clinical and reimbursement requirements

• Establish and optimize scalable technology-enabled client success processes including lifecycle management health scoring and executive business reviews

• Develop and implement best practices and playbooks to deliver consistent high-quality outcomes across a growing client base

• Monitor and communicate performance through executive reporting including client health financial impact and operational KPIs

• Identify risks to client value realization (e.g. poor adoption workflow gaps ROI concerns) and proactively drive mitigation strategies

WHAT YOU'LL NEED

• Bachelor's degree in Business Administration Healthcare Administration or a related field. MBA or advanced degree preferred.

• Minimum of 15+ years of progressive experience in customer success account management or consulting roles within the enterprise software or healthcare technology industry with at least 7-10 years in a leadership capacity managing high-performing teams.

• Proven track record of successfully leading and developing large diverse customer success organizations.

• Deep understanding of the healthcare revenue cycle management (RCM) landscape including payer provider and patient-facing solutions.

• Exceptional strategic thinking and problem-solving skills with the ability to translate complex business challenges into actionable customer success plans.

• Superior written and verbal communication skills with the ability to articulate complex concepts clearly and persuasively to executive-level audiences.

• Demonstrated success in building and maintaining strong relationships with C-suite and executive stakeholders at large enterprise accounts.

• Strong analytical capabilities with the ability to interpret data identify trends and make data-driven decisions to improve customer outcomes.

• Results-Oriented:** Highly results-oriented with a strong focus on achieving and exceeding customer retention satisfaction and growth targets.

• Ability to thrive in a fast-paced dynamic environment and effectively manage multiple priorities.

• Ability to travel up to 30-40% of the time to client sites and industry events.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members starting with 3 weeks + 13 paid holidays including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate value and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics marital status protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

This applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

What We Do

Waystar provides market-leading technology that simplifies and unifies healthcare payments. Our cloud-based platform streamlines workflows and improves financials for healthcare providers of all kinds and brings more transparency to the patient financial experience. The Waystar platform is used by more than 450k providers 750 health systems and hospitals and 5k health plans—and integrates with all major HIS and practice management systems. The financial and administrative challenges facing healthcare providers are daunting. Waystar’s technology platform simplifies and unifies healthcare payments across the revenue cycle. We empower healthcare organizations to automate manual work gain insight into processes and performance and ultimately collect more revenue. At Waystar we know there’s a better more efficient way forward. Let’s climb the mountain ahead of us to reach new heights in healthcare.