THE ROLEOur client is hiring their first VP of Customer Growth - a revenue-generating commercial leader who will own net revenue retention, expansion ARR, and the strategic account program across our client's full customer base. This is not a traditional CS role. The VP Customer Growth carries expansion quota, builds a CS-as-revenue model, and leads a team that includes Customer Success-Enterprise, Outcomes Research & Registries, and Customer Success-Specialty Practice. The incoming leader will inherit a strong team, a clear structure, and a commercially ambitious mandate: grow NRR to 120%+ while protecting and expanding relationships with some of the most consequential health systems and specialty practices in the country.
WHAT YOU WILL DO- Own the full NRR and expansion ARR targets for our client- the primary commercial metric for this role.
- Lead three teams: CS Enterprise (health systems, new strategic partners), CS Specialty Practice (specialty practices), and Outcomes Research & Registries (Provider, MedTech, Societies).
- Carry and manage personal expansion quota; build and administer CSM-level expansion incentive plans tied to ARR growth.
- Own the Strategic Account Program for named accounts - executive relationship management, multi-year expansion planning, and EBR cadence.
- Build the CS-as-revenue operating model: playbooks, tooling, metrics, and team structure that treats CS as a growth engine, not a cost center.
- Partner with the VP Provider Sales in a commercial pod model - aligned coverage of Enterprise and Specialty accounts from sale through expansion.
- Drive the Enterprise/Specialty Practice bifurcation to full execution: differentiated service models, CSM ratios, and segment-specific expansion plays.
- Develop and retain a high-performing team - coaching (CS Enterprise), (CS Specialty), and (Outcomes Research & Registries).
- Oversee FY2027 headcount plan and capacity modeling.
WHAT YOU WILL NEED- 8+ years in Customer Success, Account Management, or commercial CS leadership in B2B SaaS or health technology.
- Proven track record carrying and exceeding expansion quota - you have personally owned NRR targets, not just supported them.
- Experience building CS-as-revenue models: CSM incentive design, expansion playbooks, and tech-touch at scale.
- Health system or clinical technology account management experience - you understand how health systems buy, renew, and expand.
- Led teams of 10+ including CS Directors or senior individual contributors.
- Demonstrated ability to grow NRR from 120%+ in a prior role.
- Dual-track model experience: Enterprise and Specialty simultaneously, with differentiated service approaches.
- HubSpot CRM fluency; data-driven approach to account health and expansion forecasting.
WHAT OUR CLIENT OFFERS YOUOur client was selected as one of the top 50 "Best Small Companies to Work For in Chicago" and they pride themselves on their team culture and shared passion for working together to solve meaningful problems in health care to improve patient lives. Check out a few of their benefits below:
- Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.
- They are Mission Driven - our client's team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
- True Idea Meritocracy - great ideas win out. They encourage all team members to challenge the status quo because their mission demands this.
- Flexible Time Off - they trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
- World-Class Team - they're at the top of our industry because of our employees. They're the best investment they can make, and they never forget that.
- Fast Growing - they are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.
