VP of Customer Success

The role

You will own the strategy and execution for retention and expansion across key accounts. You will lead a multidisciplinary group spanning Strategic Account Leads, Partner Success Managers, Technical Support, and Training.

What you will do

• Lead portfolio-wide strategy for Net Revenue Retention and Gross Retention
• Establish proactive account health metrics, CSAT/NPS benchmarks, and support SLA standards
• Build and nurture executive relationships across largest accounts alongside the CEO
• Oversee the renewal calendar aligned with government fiscal and appropriation cycles
• Establish a quarterly review cadence for public sector agencies
• Mentor, coach, and scale a high-performing team
• Standardize scalable playbooks for onboarding, joint business planning, feature adoption, and ongoing support
• Partner with Delivery on implementation handoffs
• Collaborate with Sales to identify sustainable growth opportunities

Required qualifications

• 12+ years in customer success, client services, or account management
• 8+ years directly leading and scaling teams
• Background in a scaling B2B software environment typically in the $20M–$100M ARR range
• Experience working alongside government, healthcare, or other highly regulated public sector stakeholders
• Demonstrated success owning retention and expansion targets alongside account health metrics
• Ability to engage credibly with senior public sector executives
• Enthusiasm for balancing high-level organizational strategy with hands-on building

Nice to have

• Familiarity with behavioral health, crisis services, EHRs, or public sector software platforms
• Experience in software organizations where professional services form a meaningful part of the customer journey
• General understanding of services delivery economics, such as utilization, resourcing, and project margin
• Proven success aligning customer-facing operations during periods of organizational scale
• Familiarity with commercial deal structures, pricing models, and renewal term strategies

Benefits

• Full medical, dental, vision, and life-insurance benefits
• 401(k) with company match
• Stock-option eligibility
• Unlimited PTO
• Generous paid parental leave
• Performance-based bonuses

About the company

Chorus Innovations is a fast-growing healthcare technology company with an adaptive platform as a service (PaaS). Their mission is to improve the lives of people and communities by democratizing technology development in health and research.