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Vice President of Client Success

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  • Location: Seattle, WA
  • Type: Full Time
  • Status: Filled

If you’re looking for a rewarding career at a fast-growing tech company with 125% retention and that helps improves people’s lives, then MedBridge is for you.

Winner of Inc. Magazine’s 2018 Fastest Growing Private Companies and Seattle Business Magazine’s 2018 Leaders in Health Care Awards, MedBridge‘s online educational platform empowers physicians and clinicians to stay up-to-date with the latest research and education while improving their clinical skills, which improve patient outcomes. Our customers include over 100,000 subscribers at major hospitals, clinics, athletic departments, and rehabilitation centers across the continent.

Based in Seattle with a gorgeous view of Lake Union, the Vice President of Customer Success will lead MedBridge’s customer success organization, a fast-growing group of 15 people managing the implementations, customer adoption and experience, tech support, and renewals, while identifying upsell opportunities for the sales team. Reporting to the Chief Revenue Officer, you’ll be supported by the marketing, sales operations, financial planning, and learning & development to help you succeed.

In this role, you will be:

  • Developing a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of MedBridge solutions to be realized
  • Increasing the customer lifetime value through broader product usage, deeper product expansion, increased customer health scores
  • Continuing the company’s impressive net retention rates by managing the renewal pipeline while systematically identifying potential areas for product or user expansion in our customer base
  • Developing, implementing, and monitoring key metrics and objectives across customer support, implementation, and account management, providing insight into customer growth and health
  • Partnering with the marketing team to drive install based marketing and education
  • Growing the team by recruiting top-tier talent for tech support, implementations, and customer success managers
  • Developing the CS team through hands on training and coaching
  • Improving processes through automation, simplification, and standardization
  • Enhancing team effectiveness and efficiency by leveraging Salesforce, ZenDesk, Zuora, and other fit for purpose CS technologies using industry-leading best practices
  • Constantly evaluating the best approach to customer segmentation, team organization, team incentives, technology, and processes to deliver a great customer experience
  • Developing a culture of customer obsession and accountability, striving for nothing less than 100% customer satisfaction
  • Anticipating, communicating, and facilitating new client needs and/or product enhancements that will help both the client and MedBridge improve
  • Assembling and leveraging a cross-functional team -- including Technical Support, Product, Services, Sales, and customer personnel -- to drive desired outcomes for clients and MedBridge
  • Managing new business growth through greater advocacy and customer reference ability

You’ll know that you’re a great fit for this role if you’re leading a successful customer success team at a B2B SaaS company, and you have a proven track record of success meeting or exceeding quotas while improving retention, upsells, and customer satisfaction at a high-growth tech or tech-enabled business. To achieve this success, you’re focused on using data to measure the performance of each person and to improve every step of the customer experience, from the initial onboarding to renewals. You’ll also be process focused, looking for ways to improve data quality, automation, efficiency, and outcomes. Finally, you’ll know how to hire and motivate teams, build a great culture, leverage an advanced tech stack, and know how to successfully scale a business, combining your knowledge on what a successful customer success organization at a $100m+ company looks like with your execution chops to implement this vision.

At MedBridge we’re passionate about building products that improve the quality of life for patients - providing clinicians with the highest quality educational content and tools, on an innovative learning platform. As part of our culture, we believe collaboration and in-person interactions are crucial to speed and success. We also move quickly and fail fast so we can learn, adapt, and prioritize so we can exceed our customers’ expectations on our way to dominating the market. Finally, we love what we do and the people we work with, whether we’re in office, at company events, or getting together for some fun on the weekends.

MedBridge is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.