Vice President of Customer Success

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- 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

- 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 experi

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8l18sq