VP of Customer Success en Steer Health

Description

About Steer Health
Steer Health is an AI-powered healthcare growth and automation platform helping health systems and medical groups improve patient access, operational efficiency, and revenue performance.

Our solutions support digital front door, scheduling, intake, care coordination, and patient engagement, deeply integrated into clinical and administrative workflows.

We sell to healthcare executives and operate in complex enterprise environments where outcomes, ROI, and execution matter.

Role Overview — This Is a Builder Role

We are seeking a Vice President of Customer Success to build, scale, and own post-sales revenue performance across retention, renewals, and expansion. This role carries direct accountability for Net Revenue Retention (NRR), Gross Retention, and Expansion ARR, and is a core member of the executive leadership team.
This is not a role for someone who only manages large inherited teams. We are looking for a player-coach who has built CS organizations from the ground up, is comfortable managing strategic accounts personally, and can operate in a fast-moving startup environment.

Primary Accountability — Revenue Ownership
You will directly own:
● Net Revenue Retention (NRR) targets
● Renewal execution and forecasting
● Expansion and upsell revenue from existing customers
● Executive visibility into churn risk and ARR at risk

Key responsibilities include:
● Forecast renewals, churn risk, and expansion pipeline with high accuracy

● Build dashboards tracking NRR, GRR, health scores, time-to-value, and expansion signals
● Align CS compensation and KPIs to revenue outcomes
● Partner closely with Sales leadership on account planning and expansion motions
● Define and execute the end-to-end Customer Success strategy aligned to ARR growth
● Build and scale CS teams (initially 5–15, then beyond) with strong frontline leadership
● Serve as executive sponsor for top enterprise and strategic accounts
● Personally manage and rescue at-risk and high-value accounts when needed
● Establish scalable playbooks for onboarding, adoption, renewal, and expansion
● Own core CS metrics: NRR, GRR, Expansion ARR, Time-to-Value, CSAT, and Health Scores
● Implement early-warning systems to detect churn risk before escalation
● Own CS tooling (CRM, CS platforms, analytics) to support predictability and scale
● Partner with Finance on revenue forecasting and board-level reporting

Cross-Functional Leadership
● Partner with Product to ensure roadmap aligns to retention and expansion signals
● Work with Engineering to address delivery risks impacting customer outcomes
● Collaborate with Marketing on customer advocacy, case studies, and expansion
campaigns
● Act as a unifying force across Sales, CS, Product, and Engineering

Requirements

Ideal Candidate Profile — Who We Are Looking For
We are specifically looking for someone who:
● Has Healthcare SaaS experience selling to health systems or medical groups (not
consumer health or pharma)
● Has built CS teams from scratch (not only managed large inherited organizations)
Is metrics-obsessed and fluent in NRR, churn, expansion, and health scoring
● Is a player-coach willing to manage strategic accounts personally
● Views CS as a revenue function, not a support function
● Is comfortable explaining AI and automation value to healthcare executives
● Has strong executive presence with CIOs, CMOs, and CFOs
● Thrives in startup environments with ambiguity, pressure, and rapid execution

Experience Requirements
● 10+ years in Customer Success, Account Management, or Client Services
● 5+ years in senior leadership roles (Director or VP)

● Proven ownership of NRR and expansion ARR in B2B SaaS
● Healthcare or health-tech industry experience strongly preferred
● Strong executive and board-level communication skills
● Data-driven operator with experience scaling CS organizations

Why Join Steer Health
● Direct ownership of post-sales revenue growth
● Executive-level influence on company strategy
● Opportunity to build and scale a high-impact CS organization
● Work on AI-driven healthcare transformation at scale
● High-visibility role with strong career growth trajectory

Compensation & Benefits
● Competitive executive-level compensation
● Performance-based incentives tied to NRR and expansion
● Equity participation
● Health, Dental, and Vision Insurance
● Remote-first, flexible work environment