VP, Customer Success

About Rhapsody:

Healthcare is innovating and you can be a part of it! Getting data from one provider to another, or from a provider to a health insurance company, is harder than it should be. Our mission is to change this - to accelerate innovation by easing the data access burden. Imagine developing solutions that accelerate digital transformation. This is what we do at Rhapsody. By providing data exchange and data quality solutions that enable information - such as patient visit details, lab results, and billing balances- to move seamlessly from one system to another. Whether building an application or using one, every piece of the health ecosystem needs Rhapsody as a foundation.

Most people will not ever see our products (that's how infrastructure works) and services during a medical visit. Our solutions run behind the scenes, and you can think of them as the central nervous system helping to move data to accelerate innovation and improve outcomes. If using your knowledge to help solve this important problem sounds rewarding, apply today at rhapsody.health

What we have to offer you:

• Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
• 401k with a generous company match
• Unlimited PTO, sick time & volunteer days
• An innovative, inclusive, and fun work environment
• Continuous learning and development opportunities
• Complete flexibility. We encourage employees to work where, when and how it makes sense for them and enables them to bring their best self to work

Strong preference for candidates willing and able to commute on a recurring basis to the local Rhapsody office in Boston, MA or Frisco, TX

Position Summary:

As the Vice President of Customer Success, you will play a pivotal role in leading our organization's efforts towards customer advocacy, renewals, and ensuring the success of our customers in collaboration with our sales team. You will be responsible for crafting and executing strategies to maximize customer satisfaction, retention, and expansion. This role requires a visionary leader with a passion for driving exceptional customer experiences and fostering long-term relationships.

This role will develop strategic partnerships with other departments including Sales, Product, Customer Operations, and other parts of the organization to provide meaningful insight, influence product road map, and to maximize end-to-end customer experience.

Job Responsibilities:

• Develop and execute a comprehensive customer success strategy aligned with the company's goals and objectives.

• Serve as the primary advocate for customers within the organization, championing their needs, concerns, and feedback.
• Build strong relationships with customers, understanding their business objectives and aligning out solutions to meet their needs.
• Oversee the renewal process, ensuring high renewal rates and minimizing churn.
• Develop strategies and partner with sales by expanding the footprint and identifying strategic business opportunities.
• Advocate for the customer by working closely with professional services, product management, customer support, and sales teams.
• Partner with Sales and Product teams on potential business opportunities and product innovations, based on insights gained through service interactions with customers and analysis of support data/logs.
• Establish and monitor a customer health score and develop KPIs to track the health of customer relationships, identify areas of improvement, and measure success.
• Continuously assess and optimize customer success processes to drive operational excellence and scalability.

Job Requirements:

• Bachelor's degree in Business Administration, Marketing, or related field; MBA or equivalent experience preferred.

• 10+ years of customer-facing experience in services (customer success, customer retention) roles

• Healthcare domain experience a plus
• Proven track record of leadership in customer success or related roles, ideally in a SaaS or technology-driven organization.

• Strong operational background with a proven ability to define and leverage business metrics to manage team goals.

• Proven track record of leadership in customer success or related roles, ideally in a SaaS or technology-driven organization.

• A creative leader with the ability to develop and execute a vision that is aligned with both company and team strategies and to inspire, motivate and manage teams

Rhapsody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.