arbitalhealth - Arbital Health - Vice President, Customer Success
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 • 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. • 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.
Responsibilities
• 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. • 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. • 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
Benefits
• We are assembling a team of creative, talented visionaries seeking to build a new technology that will change healthcare. You will be able to learn, build, and scale our team and technology in a collaborative, creative culture that values every team member. • Generous equity grants of ISO stock options • We offer an exceptional benefits package with high employer-paid contributions for health, dental, and vision insurance • 4% 401(k) match • Flexible PTO, a weeklong winter shutdown, and 10 holidays each year • Occasional travel required - Quarterly team offsites
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT