VP of Customer Success

ABOUT THIS POSITION

The Vice President, Client Success is a strategic executive leader responsible for driving measurable clinical, operational, and financial outcomes across Waystar’s platform for health system clients. Reporting to the SVP of Client Succes, this role will lead the strategy and execution of Client Success across acute hospital environments and broader revenue cycle, ensuring clients achieve meaningful and sustained value.
This leader will serve as a trusted advisor to executive stakeholders, including CFOs, CMOs, and Revenue Cycle leaders, aligning clinical workflows, operational performance, and financial outcomes through technology, data, and AI-driven insights. The VP will own client retention, satisfaction and support expansion, driving product adoption, long-term value realization, and net revenue retention across a growing client base.

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.