VP, Customer Success & Support

At TigerConnect, we’re on a mission to transform and improve communication and workflow in hospitals and the healthcare industry overall. This is without a doubt a tall task, but one that we believe is possible with the right group of dedicated, thoughtful trailblazers. Today some of the largest organizations rely on TigerConnect to send millions of messages every day, and to sleep well at night knowing their messages are safe. We’re a fun, hungry, innovative group of people who are passionate about transforming the way individuals and organizations communicate.

Reporting to the Chief Client Officer, the Vice President, Customer Success & Support will lead our Customer Success and Support organizations and become an integral leader in transforming the way our customers achieve success with TigerConnect products. The Customer Success Management team is chartered with supporting our clients to help them drive product adoption, usage and most importantly, value from the TigerConnect platform. The ideal candidate will bring a customer first, data driven approach along with a proven record of leading customer engagement/success teams in a SaaS environment.

The VP, Customer Success & Support, together with their team, will use data and systems to analyze and measure key performance metrics across the client experience and lifecycle to ensure our strategies and programs are driving better adoption and customer business outcomes including improved utilization, outcomes,, retention,, as well as , customer satisfaction and achievement of contracted service level agreements.. Working across the business, the VP, Customer Success & Support will ensure cross-functional collaboration with Sales, Professional Services, Clinical Solutions, ,Marketing, Product, and Finance, aligning with TigerConnect’s overarching go-to-market and strategy to ensure we support both new and existing customers across the lifecycle journey.

What you'll own

• Strategy: The success of this position will rely on strategic alignment across the company to ensure our approach, offerings and resourcing are effectively influencing product adoption and growth.
• Adoption and optimization: Develop measurable, repeatable best practices and strategies across business segments to encourage product adoption, value and growth. Use technology, systems and processes to drive consistency, repeatability and scale. Work closely with Onboarding, Support, and Business Operations to ensure alignment on key platforms and technologies that support the business.
• Management: Collaboration and engagement; alignment and review of key performance indicators including usage, churn, upsell and net retention to ensure the most effective path to success for customers and for TigerConnect. Regular communication and engagement in key customer activities and events.
• Analytics: Use predictive data and analytics to manage and improve the business. Continually work to refine and better leverage the data proactively and prescriptively to run the business.
• Voice of the Customer: Engage and provide customer feedback and input to the product roadmap; act as voice of customer by writing stories about recurring product issues, opportunities, and enhancements
• Onboarding/Implementation: Coordinate with key services organizations to ensure customers have the right services, relationships, and capabilities to achieve results.
• Team Leadership: Responsible for the overall culture and sentiment of your organization. You will encourage and support the development of your teams. This includes, but is not limited to, selecting talent, development of the team, and driving a positive and collaborative culture that values teamwork and results.
• Reporting: Define, create, and use reporting and predictive analytics to understand and manage the business. 
• Financial Oversight: Responsible for the financial integrity of the CSM department; expense management, budget changes, approval of transactions, etc.
• Executive Communication: Provide key updates and presentations to the executive leadership team, deliver key strategic business reviews with key stakeholders, and provide executive level communication and engagement.
• Thought Leadership: Bring your experience and focus to drive continuous improvement and excellence in our client onboarding and lifecycle management resulting in industry leading client satisfaction and revenue growth throughout our customer base.
• Planning: You will help us plan for the future and develop team growth goals including hiring, structure, OKR setting, and workflow process to support our rapid growth plans.

What you’ll need

• BS/BA degree required
• 10-15 years of leadership experience in Customer Success, Account Management, CS Operations, Customer Support, etc., preferably within an enterprise SaaS environment and at large scale
• Demonstrated success at building highly functioning CSM  / Support teams and establishing process and procedure to ensure excellence
• 10 years of strategy development and strategic planning, including regular interface with executive teams and the board
• Strong empathy for customers AND passion for revenue and growth
• Strong executive presence and ability to influence customer leadership
• Background leveraging data and analytics in decision making
• Experience using/integrating a CSM Technology platform (e.g., Gainsight) into the rhythm of the business
• Experience working with cross functional teams and in a matrix environment to achieve company objectives
• Experience working in healthcare or healthtech a plus