VP, Client Success Management

Job Description:

We are seeking a dynamic and strategic Vice President, Client Success Management to lead our client-facing teams and shape the overall client experience. This senior leadership role will drive long-term client satisfaction, retention, and revenue growth by ensuring clients successfully adopt our solutions and achieve tangible outcomes.
The ideal candidate will have a proven track record in leading Clients with tangible results in gross retention rate, cross sell and upsell, and managing NPS across enterprise SaaS solutions. You’ll oversee teams focused on Client Success Management, Adoption and Value Realization, Risk Management, and Renewals.

Client Retention, Satisfaction & Renewals

• Develop and execute strategies to maximize client retention, loyalty, and renewal rates.
• Partner with Sales, Finance, and Legal to lead renewal strategy and execution for existing accounts, ensuring alignment with client needs and business objectives.
• Design and operationalize a proactive renewal playbook, including early engagement, value reinforcement, and risk mitigation.
• Monitor contract timelines, pricing discussions, and renewal forecast accuracy.
• Influence upsell and cross-sell opportunities in collaboration with Sales and Marketing teams.  

Product Adoption

• Lead strategies that accelerate client usage and integration of new features/functionality.
• Collaborate with Product, Marketing, and Training teams to enhance adoption and user engagement.

Client Value Realization

• Partner with clients to define success metrics and ensure outcomes are achieved through adoption of the platform.
• Create frameworks to track and report on ROI, clinical, and operational impact of our solutions.
• Ensure value delivery is visible and measurable, supporting renewal and expansion discussions.

Client Risk Management

• Develop and maintain a scalable client health scoring model to proactively identify and mitigate risk.
• Lead escalation management processes and cross-functional alignment to resolve client issues effectively.
• Maintain strong executive relationships with key client stakeholders.

 
Team Leadership & Strategy

• Lead and scale a high-performing Client Success team including Client Success Managers, Client Results Executives, and Renewal Representatives.
• Build a metrics-driven organization, using data and insights to manage performance and predict outcomes.
• Serve as a key member of the leadership team, influencing company-wide strategy with client-centric insights.

Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor's degree
• MBA or advanced degree in healthcare or business preferred.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 10+ years of experience in client success, account management, or consulting in a SaaS or Healthcare IT environment.
• 5+ years in a senior leadership role managing cross-functional customer teams.
• Proven track record in managing renewals and driving revenue retention and growth within an existing client base.
• Experience with tools like Gainsight, Salesforce, or similar platforms.

Knowledge, Skills & Abilities:

• Knowledge of: Deep understanding of healthcare provider workflows, payer-provider dynamics, and regulatory landscape. Expertise in customer health metrics, risk scoring, value frameworks, and contract renewals.
• Skill in: Strong strategic thinking, with the ability to translate vision into execution. Excellent communication, executive presence, and stakeholder management skills.
• Ability to:    

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.