VP of Customer Success

Location: US, Remote

Category: • Customer Success
• Healthcare

What's the Project?

Newfire Global Partners is a leading technology firm that specializes in building transformative software solutions for some of the world’s most innovative companies. With a presence across four continents, Newfire Global brings deep expertise in digital healthcare, AI-driven analytics, and enterprise technology. The firm’s track record of delivering scalable, high-impact solutions has made it a trusted partner for organizations seeking to drive meaningful change through technology.
We are passionate about the purpose-driven mission to help improve the quality of care for patients and are building a collaborative, innovative, and inclusive culture. We are a fully funded company founded by serial entrepreneurs with a stable client base.
Newfire is seeking a VP of Customer Success with SaaS experience to lead a team dedicated to ensuring the success of our customers for a next-generation clinical technology platform. This platform will serve as the foundation for all clinical data and operations across every line of business for large enterprises. Your team will be responsible for implementation, customer success and account management, and training and adoption. You will collaborate closely with Product to ensure alignment, partnership on the product roadmap, and to ensure that the processes your team builds lead to repeatable implementations and tools to streamline future implementations and improve user adoption.
This leader will ensure professionalism, seamless implementations of software, strong user adoption, and drive operational excellence across the entire team. Their efforts will empower healthcare professionals with the knowledge and tools needed to optimize care management, utilization management, and data-driven decision-making – ultimately improving healthcare outcomes for millions of Americans.
You’re a Perfect Match If You Have:

Bachelor’s degree in business, technology, or a related field.
Proven Experience: 10+ years of experience in customer success leadership roles, preferably in a B2B SaaS environment. Experience working with or within large enterprises is required.
Strong Leadership and Management Skills: Ability to build and inspire high-performing teams, fostering a culture of collaboration, accountability, and results-orientation.
Strong Operational Builder: Experience building efficient, high-performance processes, tools, standard operating procedures, from the ground up. Comfortable and able to roll-up their sleeves taking customer operations from 0 to 1, as well as scaling for enterprises.
Executive Presence and Strategic thinking: Outstanding ability to build rapport with senior executives of large companies, understanding leadership dynamics, strategic planning, operational priorities, and business strategy
Product-Led Mindset: Ability to advocate the product view to customer and the customer view to product. Deep understanding of user needs and a passion for delivering exceptional user experiences.
Excellent Communication and Interpersonal Skills: Ability to build strong relationships with customers at all levels, communicate effectively, and influence outcomes.
Data-Driven Decision Making: Ability to leverage data and analytics to inform decision-making and drive continuous improvement.
Strategic Thinking and Problem-Solving: Ability to think strategically, identify opportunities, and develop solutions to complex challenges.
Experience in Healthcare Technology & Client Implementations: Experience in the healthcare industry is required. Experience with payor or health plans is a plus.

Your day-to-day activities:

Build and Lead a High-Performing Team: Develop and manage a team of professionals, fostering a culture of excellence, user-centricity, and proactive problem-solving, across Adoption and Training, Implementation, and Customer Success.
Develop and Implement Processes and Strategies: Create and execute comprehensive strategies for onboarding, adoption, retention, and expansion of our installed base, building repeatable, scalable processes, artifacts, and resources with your team.
Drive Satisfaction and Retention: Build strong relationships with key stakeholders, ensuring their needs are met and their expectations exceeded. Proactively address any issues or concerns to ensure high levels of satisfaction and retention.
Foster Stakeholder Advocacy: Develop programs and initiatives to turn satisfied end users into advocates for our brand. Encourage and facilitate user referrals and testimonials.
Collaborate Cross-Functionally: Work closely with Product, Engineering, UX and other teams to ensure alignment and a seamless customer experience. Provide customer feedback and insights to inform product development and improvement.
Measure and Analyze Customer Success Metrics: Establish key performance indicators (KPIs) to track and measure customer success. Utilize data and analytics to identify trends, opportunities, and areas for improvement. This data will drive your team’s Quarterly Business Reviews with customers.

The Offer:
Newfire Global is committed to consistent compensation practices across our organization. Total compensation for this role is market driven, with a salary of $214,000- $300,000+ (comprising 80% base and 20% bonus). Base pay is ultimately determined based on a candidate’s skills, expertise, and experience. We also offer a comprehensive benefits package including medical, dental & vision coverage, health spending accounts, voluntary benefits, leave of absence policies, Employee Assistance Program, 401(k) program with employer contribution, Flexible work schedules and time-off policy, as well as company equipment for all new full-time US-based remote employees.
As part of our hiring process, Newfire Global will conduct a background check at the time of offer. This will be completed in compliance with applicable laws and will not be initiated without your consent.
Newfire Global is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.