VGP JOINT STOCK COMPANY
Head of Customer Success and Implementation
VGP JOINT STOCK COMPANY, Orlando, Florida, us, 32885
Overview
Head of Customer Success and Implementation at
VGP JOINT STOCK COMPANY . This role leads how we deliver, support, and grow customer partnerships for Pear Suite, a healthcare technology platform serving Medicaid/Medicare populations and community-based care providers. Responsibilities
Lead the Customer Success and Implementation functions, building the strategy, playbooks, and processes for a rapidly scaling healthcare SaaS platform. Oversee new customer onboarding and implementation projects, ensuring timely and successful go-lives. Drive adoption, engagement, and measurable outcomes across Pear Suites customer base. Establish KPIs for retention, expansion, NPS, and time-to-value. Serve as executive sponsor for key customers, building strong relationships with senior leaders at partner organizations. Partner closely with Product, Engineering, and Sales to ensure customer feedback informs roadmap and delivery. Build and mentor a high-performing Customer Success and Implementation team, fostering career growth and development. Develop scalable processes, tools, and systems to support a growing, diverse customer base. Provide regular reporting and insights to the executive team and Board on customer health, retention, and revenue impact. Manage escalations and ensure quick, empathetic resolution of customer issues. Qualifications
7+ years of progressive experience in Customer Success, Implementation, or related functions, ideally in SaaS. At least 3 years of leadership experience managing customer-facing teams in healthcare, healthtech, or community-based groups. Demonstrated success in scaling customer success/implementation functions in a high-growth startup. Strong background in implementation project management, with a proven ability to deliver on time and within scope. Deep knowledge of SaaS metrics (retention, net revenue retention, churn, time-to-value, etc.) and how to improve them. Experience supporting Medicaid/Medicare-focused organizations, provider groups, or community-based organizations strongly preferred. Ability to balance strategic leadership with hands-on execution. Exceptional communication skills, with the ability to make complex workflows and data clear to diverse stakeholders. Proven ability to build and maintain strong executive-level relationships with customers. Comfort navigating ambiguity, creating structure, and driving outcomes in fast-changing environments. Experience with CRM, CS, and project management tools (e.g., Salesforce, HubSpot, Gainsight, Asana, etc.). MBA, PMP, or similar credentials are a plus. What We Offer
The compensation range for this position is
$160,000-$180,000 A mission-driven culture that values innovation, collaboration, and growth Fully Remote Unlimited PTO Health, dental, and vision insurance Health and Wellness Stipend Tech Stipend Co-working Stipend Details
Seniority level: Executive Employment type: Full-time Job function: Other
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Head of Customer Success and Implementation at
VGP JOINT STOCK COMPANY . This role leads how we deliver, support, and grow customer partnerships for Pear Suite, a healthcare technology platform serving Medicaid/Medicare populations and community-based care providers. Responsibilities
Lead the Customer Success and Implementation functions, building the strategy, playbooks, and processes for a rapidly scaling healthcare SaaS platform. Oversee new customer onboarding and implementation projects, ensuring timely and successful go-lives. Drive adoption, engagement, and measurable outcomes across Pear Suites customer base. Establish KPIs for retention, expansion, NPS, and time-to-value. Serve as executive sponsor for key customers, building strong relationships with senior leaders at partner organizations. Partner closely with Product, Engineering, and Sales to ensure customer feedback informs roadmap and delivery. Build and mentor a high-performing Customer Success and Implementation team, fostering career growth and development. Develop scalable processes, tools, and systems to support a growing, diverse customer base. Provide regular reporting and insights to the executive team and Board on customer health, retention, and revenue impact. Manage escalations and ensure quick, empathetic resolution of customer issues. Qualifications
7+ years of progressive experience in Customer Success, Implementation, or related functions, ideally in SaaS. At least 3 years of leadership experience managing customer-facing teams in healthcare, healthtech, or community-based groups. Demonstrated success in scaling customer success/implementation functions in a high-growth startup. Strong background in implementation project management, with a proven ability to deliver on time and within scope. Deep knowledge of SaaS metrics (retention, net revenue retention, churn, time-to-value, etc.) and how to improve them. Experience supporting Medicaid/Medicare-focused organizations, provider groups, or community-based organizations strongly preferred. Ability to balance strategic leadership with hands-on execution. Exceptional communication skills, with the ability to make complex workflows and data clear to diverse stakeholders. Proven ability to build and maintain strong executive-level relationships with customers. Comfort navigating ambiguity, creating structure, and driving outcomes in fast-changing environments. Experience with CRM, CS, and project management tools (e.g., Salesforce, HubSpot, Gainsight, Asana, etc.). MBA, PMP, or similar credentials are a plus. What We Offer
The compensation range for this position is
$160,000-$180,000 A mission-driven culture that values innovation, collaboration, and growth Fully Remote Unlimited PTO Health, dental, and vision insurance Health and Wellness Stipend Tech Stipend Co-working Stipend Details
Seniority level: Executive Employment type: Full-time Job function: Other
#J-18808-Ljbffr