VGP JOINT STOCK COMPANY
Head of Customer Success and Implementation
VGP JOINT STOCK COMPANY, Granite Heights, Wisconsin, United States
Overview
Head of Customer Success and Implementation Pear Suite is a mission-driven healthcare technology company transforming how community-based care is delivered. Our platform empowers community health workers, doulas, and other frontline providers with tools to coordinate care, track outcomes, and improve health equity. We partner with organizations serving Medicaid and Medicare populations, delivering social and preventive care at scale.
What You'll Do
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 Suite’s customer base.
Establish KPIs for retention, expansion, NPS, and time-to-value.
Serve as executive sponsor for key customers, building strong, trust-based 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.
Experience 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, NRR, churn, time-to-value) and how to improve them.
Experience supporting Medicaid/Medicare-focused organizations, provider groups, or community-based organizations is strongly preferred.
Ability to balance strategic leadership with hands-on execution.
Exceptional communication skills and the ability to convey complex workflows and data clearly 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).
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
Seniority level Executive
Employment type Full-time
Job function Other
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Head of Customer Success and Implementation Pear Suite is a mission-driven healthcare technology company transforming how community-based care is delivered. Our platform empowers community health workers, doulas, and other frontline providers with tools to coordinate care, track outcomes, and improve health equity. We partner with organizations serving Medicaid and Medicare populations, delivering social and preventive care at scale.
What You'll Do
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 Suite’s customer base.
Establish KPIs for retention, expansion, NPS, and time-to-value.
Serve as executive sponsor for key customers, building strong, trust-based 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.
Experience 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, NRR, churn, time-to-value) and how to improve them.
Experience supporting Medicaid/Medicare-focused organizations, provider groups, or community-based organizations is strongly preferred.
Ability to balance strategic leadership with hands-on execution.
Exceptional communication skills and the ability to convey complex workflows and data clearly 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).
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
Seniority level Executive
Employment type Full-time
Job function Other
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