VP, Customer Success

The Vice President, Customer Success is a key member of the PHT Leadership Team responsible for leading customer onboarding, implementation, training, adoption, customer success, and service delivery across the PHT portfolio. This executive oversees approximately 90 customer-facing professionals through multiple layers of leadership and is accountable for ensuring customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle. The role leads teams supporting Health Language, CSC, and Medi-Span and partners closely with Product, Sales, Marketing, Technology, Finance, and Content leadership to drive customer retention, operational excellence, revenue realization, and long-term growth. As one of the three primary functional leaders within PHT, alongside the VP Product and VP Sales, this leader will play a critical role in shaping customer delivery strategy, scaling customer-facing operations, and creating a more unified and efficient operating model across the business. Scope of Leadership Lead an organization of approximately 90 employees across multiple layers of management. Provide executive leadership across customer-facing teams supporting Health Language, CSC, and Medi-Span. Directly manage Director-level leaders Oversee customer onboarding, implementation, training, adoption, customer success, support, retention, and operational performance across the PHT portfolio. Support a diverse portfolio of healthcare technology, SaaS, data, terminology, content, analytics, and workflow solutions serving pharmacies, providers, payers, PBMs, health systems, government agencies, and healthcare technology partners. Why This Role Matters This role is more than leading implementation and customer success teams. It is responsible for bringing together multiple customer-facing organizations, creating a scalable operating model, standardizing best practices, and ensuring customers consistently realize value from PHT solutions. Success will be measured through improved customer outcomes, implementation excellence, stronger adoption and retention, increased operational efficiency, and the ability to scale customer delivery capabilities across a growing healthcare technology portfolio. Key Responsibilities Strategic Leadership & Business Execution Establish and execute PHT's customer onboarding, implementation, training, adoption, customer success, and service delivery strategy. Drive customer retention, renewal readiness, revenue realization, and operational scalability across the portfolio. Lead initiatives that improve customer outcomes and simplify how customers engage with PHT solutions. Partner with Product and Sales leadership on strategic investments, resource allocation, go-to-market execution, and customer experience priorities. Serve as executive sponsor for strategic customer relationships, escalations, and high-impact delivery initiatives. Own operational performance metrics that support customer retention, adoption, implementation success, and delivery excellence. Customer Delivery & Success Ensure customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle. Oversee implementation, onboarding, customer training, customer success, support, informatics, and service delivery functions. Establish consistent service standards and delivery practices across CSC, Health Language, and Medi-Span. Lead executive-level customer escalations and service recovery efforts. Develop programs that improve customer engagement, satisfaction, adoption, and long-term success. Operational Excellence & Transformation Lead operational planning, process improvement, and organizational transformation initiatives across customer-facing functions. Build scalable operating models that support business growth, efficiency, and customer retention. Standardize implementation, training, customer success, support, and operational delivery processes across the organization. Drive automation, operational efficiency, and continuous improvement initiatives. Lead change management efforts associated with business transformation, new products, and organizational integration initiatives. Cross-Functional Leadership Partner closely with Product, Sales, Marketing, Finance, Technology, and Content leadership to align priorities and execution. Utilize customer and operational insights to influence product roadmap decisions and customer experience improvements. Ensure customer-facing teams are prepared to support new product launches, enhancements, and strategic initiatives. Support customer growth and business performance through effective cross-functional execution. Establish governance, metrics, and operating rhythms that improve accountability and organizational effectiveness. Organizational Leadership & Talent Development Lead and develop a multi-layered organization consisting of Directors, Managers, Team Leads, and customer-facing professionals. Build a culture of accountability, customer focus, collaboration, innovation, and continuous improvement. Drive leadership development, succession planning, and organizational capability building. Develop and retain high-performing teams capable of supporting future growth and transformation. Foster engagement and alignment across geographically diverse and functionally diverse teams. Minimum Qualifications Bachelor's degree in Business, Healthcare Administration, Information Systems, Healthcare Informatics, or a related field. 15+ years of progressive leadership experience in customer delivery, implementation, customer success, professional services, customer operations, SaaS, healthcare technology, or a related field. 10+ years of experience leading large, multifunctional organizations through multiple layers of management, including Director-level leaders. Demonstrated experience leading organizations of 50+ employees with accounta