Vice President of Customer Success

Location: Remote (with travel as needed)

Company Overview:

Our client is a leader in 911 telehealth navigation, providing non-emergency 911 solutions that connect callers with virtual care instead of costly emergency services. Their mission is to enhance access to care, improve outcomes, and foster strong partnerships between public safety agencies and payors.

The Opportunity:

The Vice President of Customer Success will lead efforts to establish, grow, and optimize partnerships with public safety agencies and payors. This executive role is responsible for driving engagement, ensuring operational success, and delivering measurable value to partners. Reporting to the CEO, this position requires a strategic thinker with strong relationship-building and execution skills to expand the organization’s impact and success.

Key Responsibilities:

• Build & Manage Partnerships: Serve as the executive liaison for public safety and payor partners, fostering trust and collaboration.
• Drive Engagement & Visibility: Represent the company at industry events and partner meetings to strengthen relationships.
• Optimize Performance: Own key metrics, conduct partner performance reviews, and address challenges proactively.
• Ensure Seamless Execution: Work cross-functionally with Sales, Operations, and Technology teams to integrate partnerships effectively.
• Expand Community Resources: Develop relationships with local agencies and build a post-encounter support network.
• Oversee Contracts & Compliance: Lead contract negotiations, renewals, and governance while managing risk.
• Lead & Develop Teams: Recruit, mentor, and manage a high-performing team focused on partner success.

Qualifications:

• 15+ years of experience in partner relations, account management, or business development, with 10+ years in a senior leadership role.
• Proven success in strategic partnerships within healthcare, telehealth, or technology.
• Experience in negotiating and managing complex contracts with enterprise-level partners.

Key Skills:

• Relationship Management: Strong ability to foster trust and collaboration with internal and external stakeholders.
• Strategic Thinking: Ability to align partnership strategies with long-term company objectives.
• Analytical & Data-Driven Approach: Expertise in measuring, analyzing, and optimizing partnership performance.
• Negotiation & Execution: Proven track record in high-stakes negotiations and operational execution.
• Cross-Functional Leadership: Experience working with sales, operations, and technology teams to ensure partner success.

Compensation & Benefits:

• Low $200s base + merit based bonus + equity
• Opportunity to lead and shape a rapidly growing, mission-driven company