Note: The job is a remote job and is open to candidates in USA. Arbital Health is a rapidly growing healthcare technology and actuarial leader that centralizes, measures, and adjudicates value-based care contracts at scale. The VP of Customer Success is a senior leadership role responsible for the overall health, retention, and growth of Arbital Health’s client portfolio, overseeing the Customer Success organization and driving strategies for client retention and expansion.
Responsibilities
- Own and grow ARR across the entire client portfolio through disciplined retention and expansion strategies
- Build, lead, and develop the Customer Success team, including Director-level leaders and individual contributors
- Define and execute a scalable Customer Success strategy aligned to Arbital’s growth trajectory and product roadmap
- Partner cross-functionally with Sales, Product, and Delivery to create a seamless client experience from contract through renewal
- Establish a company-wide Voice of Customer program that systematically informs product development and strategic priorities
- Own Customer Success forecast, renewal pipeline, expansion forecast, and retention metrics as part of the company's overall revenue plan
- Recruit, hire, and develop a world-class Customer Success team including Directors of Client Success and their reports. Define team structure, roles, and career paths to support current needs and future growth
- Coach and mentor Director-level leaders, fostering a culture of accountability, client focus, and continuous improvement. Establish performance metrics and OKRs for the CS organization, holding the team accountable to outcomes
- Own net revenue retention (NRR) and gross revenue retention (GRR) across the full client portfolio
- Establish executive-level relationships with strategic accounts to deepen partnerships and identify expansion opportunities. Personally serve as Executive Sponsor for Arbital's largest and most strategic customer relationships
- Oversee portfolio-level health scoring and risk identification, intervening proactively on at-risk accounts
- Partner with Sales leadership to align on renewal and upsell strategy, pipeline, and go-to-market motions
- Drive expansion across new markets, use cases, and buyer personas within existing accounts
- Design and implement the end-to-end Customer Success operating model: processes, playbooks, tooling, and reporting
- Define and track key CS metrics (NRR, GRR, CSAT, time-to-value, adoption) and present regular business reviews to the executive team
- Oversee onboarding, implementation, training, and enablement programs developed by Director-level leaders
- Select and manage CS technology stack (CRM, customer success platforms, analytics tools) to enable scale and visibility
- Lead a structured Voice of Customer program that surfaces insights from across the portfolio to inform product strategy
- Serve as a senior executive sponsor for key accounts, representing Arbital at client executive business reviews and industry events
- Partner with Product, Engineering, and Delivery to close feedback loops and ensure client commitments are met
- Collaborate with Marketing on client case studies, references, and community-building initiatives
Skills
- 8+ years of Customer Success or Account Management experience, with at least 3 years in a senior leadership role managing managers in a SaaS or platform business
- Demonstrated success owning and improving NRR and GRR metrics at scale in complex enterprise environments
- Proven track record of building and scaling CS teams, processes, and infrastructure from the ground up
- Executive presence with the ability to build trusted relationships with C-suite stakeholders at payer and provider organizations
- Data-driven leader who leverages metrics and analytics to manage team performance and client outcomes
- Highly collaborative with demonstrated ability to lead cross-functional initiatives across Sales, Product, Delivery, and Marketing
- Experience serving as an executive sponsor for strategic customer relationships and influencing C-suite stakeholders
- Comfortable operating in a fast-paced, high-growth startup environment with ambiguity and evolving priorities
- Experience in healthcare technology, health plans, provider organizations, or value-based care strongly preferred
Benefits
- Generous equity grants of ISO stock options
- We offer an exceptional benefits package with high employer-paid contributions for health, dental, and vision insurance
- 4% 401(k) match
- Flexible PTO, a weeklong winter shutdown, and 10 holidays each year
- Occasional travel required - Quarterly team offsites
Company Overview