Vice President, Customer Success

Job description

Arbital Health is a rapidly growing healthcare technology and actuarial leader that centralizes, measures, and adjudicates value-based care contracts at scale. We enable payers and providers to design, measure, and execute value-based agreements with greater transparency, efficiency, and financial predictability. We invest in hiring high potential and humble individuals who thrive in fast-paced environments and can rapidly grow their responsibilities as we continue to accelerate our growth. We were co-founded by Brian Overstreet and Travis May (founder & former CEO of LiveRamp and Datavant, the two biggest data companies of the last 20 years), and are backed by Transformation Capital, Valtruis and other leading investors. In our first 2 years, Arbital Health has established itself as a trusted partner for over 40 payers, providers, and other stakeholders looking to navigate the complexities of risk-based contracting. The VP of Customer Success is a senior leadership role responsible for the overall health, retention, and growth of Arbital Health’s client portfolio. Reporting to the C-suite, this leader will build, manage, and scale the Customer Success organization—including Directors of Client Success and their teams—to deliver world-class outcomes for payers, providers, and other value-based care stakeholders. This leader will own the strategy and execution of Arbital’s post-sale client experience, driving Annual Recurring Revenue (ARR) retention and expansion while institutionalizing scalable processes, infrastructure, and a high-performing team capable of supporting rapid company growth. **Key Objectives** - Own and grow ARR across the entire client portfolio through disciplined retention and expansion strategies. - Build, lead, and develop the Customer Success team, including Director-level leaders and individual contributors. - Define and execute a scalable Customer Success strategy aligned to Arbital’s growth trajectory and product roadmap. - Partner cross-functionally with Sales, Product, and Delivery to create a seamless client experience from contract through renewal. - Establish a company-wide Voice of Customer program that systematically informs product development and strategic priorities. - Own Customer Success forecast, renewal pipeline, expansion forecast, and retention metrics as part of the company's overall revenue plan. **Core Responsibilities** **Team Leadership & Organizational Development** - Recruit, hire, and develop a world-class Customer Success team including Directors of Client Success and their reports. Define team structure, roles, and career paths to support current needs and future growth - Coach and mentor Director-level leaders, fostering a culture of accountability, client focus, and continuous improvement. Establish performance metrics and OKRs for the CS organization, holding the team accountable to outcomes. **Portfolio Retention, Risk Management & Expansion** - Own net revenue retention (NRR) and gross revenue retention (GRR) across the full client portfolio - Establish executive-level relationships with strategic accounts to deepen partnerships and identify expansion opportunities. Personally serve as Executive Sponsor for Arbital's largest and most strategic customer relationships. - Oversee portfolio-level health scoring and risk identification, intervening proactively on at-risk accounts - Partner with Sales leadership to align on renewal and upsell strategy, pipeline, and go-to-market motions - Drive expansion across new markets, use cases, and buyer personas within existing accounts. **Strategy, Operations & Scalable Infrastructure** - Design and implement the end-to-end Customer Success operating model: processes, playbooks, tooling, and reporting. - Define and track key CS metrics (NRR, GRR, CSAT, time-to-value, adoption) and present regular business reviews to the executive team. - Oversee onboarding, implementation, training, and enablement programs developed by Director-level leaders - Select and manage CS technology stack (CRM, customer success platforms, analytics tools) to enable scale and visibility. **Voice of Customer & Cross-Functional Partnership** - Lead a structured Voice of Customer program that surfaces insights from across the portfolio to inform product strategy - Serve as a senior executive sponsor for key accounts, representing Arbital at client executive business reviews and industry events - Partner with Product, Engineering, and Delivery to close feedback loops and ensure client commitments are met - Collaborate with Marketing on client case studies, references, and community-building initiatives **Requirements:** - 8+ years of Customer Success or Account Management experience, with at least 3 years in a senior leadership role managing managers in a SaaS or platform business - Demonstrated success owning and improving NRR and GRR metrics at scale in complex enterprise environments - Experience in healthcare technology, health plans, provider organizations, or value-based care strongly preferred - Proven track record of building and scaling CS teams, processes, and infrastructure from the ground up - Executive presence with the ability to build trusted relationships with C-suite stakeholders at payer and provider organizations - Data-driven leader who leverages metrics and analytics to manage team performance and client outcomes - Highly collaborative with demonstrated ability to lead cross-functional initiatives across Sales, Product, Delivery, and Marketing - Experience serving as an executive sponsor for strategic customer relationships and influencing C-suite stakeholders - Comfortable operating in a fast-paced, high-growth startup environment with ambiguity and evolving priorities