Customer Success Manager – AI SaaS
Toma
VP of Customer Success – Implementation
Heartbeat Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- The Vice President of Implementation and Customer Success will help lead the client-facing delivery of our virtual cardiology solutions, ensuring that affordable care organizations, in-home care companies, payers, and health systems seamless onboarding, effective adoption, and ongoing clinical and operational success.
- This role will be responsible for building scalable, repeatable frameworks that support clinical and operational excellence, scalability, regulatory compliance, and outstanding patient/provider satisfaction.
- The VP will oversee cross-functional teams to ensure rapid implementation of services, proactive customer success strategies, and structured issue resolution processes that uphold the highest standards of patient safety, quality, and trust.
- Direct the implementation of virtual cardiology solutions for primary care partners, hospitals and health systems, and payer clients.
- Develop repeatable and scalable processes that meet client and regulatory requirements.
- Partner with Clinical, Product, Engineering, Data, Security, Legal, and Operations teams to ensure seamless integration into existing and development of new workflows and technical systems.
- Partner with the team to drive training programs for clinicians and staff to ensure effective adoption of virtual cardiology tools.
- Design and execute a customer success strategy that promotes improved patient outcomes, provider efficiency, and long-term organizational partnerships.
- Lead Customer Success Managers in building trusted relationships with healthcare partners, ensuring renewal, expansion, and satisfaction.
- Establish KPIs for clinical adoption, utilization rates, and patient/provider experience.
- Act as an executive sponsor for strategic healthcare clients.
- Establish a structured process for clinical and operational issue resolution, ensuring rapid triage and root-cause identification.
- Lead escalation management for mission-critical healthcare services, ensuring minimal disruption to patient care.
- Develop transparent communication protocols with clients during critical incidents, maintaining trust and confidence.
- Provide feedback loops to Product, Clinical, and Engineering teams to continuously improve the patient and provider experience.
- Build and mentor a high-performing team of implementation specialists, customer success managers, and issue resolution leaders.
- Align departmental objectives with organizational goals of advancing virtual cardiology and improving cardiovascular health outcomes.
- Partner with Product and Clinical leadership to bring forward customer insights that inform product innovation and clinical best practices.
- Represent the company with healthcare executives, medical directors, and operational leaders as a trusted strategic advisor.
Requirements
- 12+ years of experience in healthcare leadership roles, with a focus on implementation, customer success, or clinical operations.
- 7+ years in executive or senior management roles in health technology, telehealth, or digital health.
- Strong knowledge of healthcare delivery systems, cardiology workflows, and regulatory requirements (HIPAA, CMS, value-based care models).
- Experience leading escalations and issue resolution in clinical environments where patient safety and continuity of care are paramount.
- Demonstrated ability to build scalable customer operations in a high-growth, mission-driven healthcare organization.
- Exceptional leadership, communication, and relationship management skills, particularly with physicians, health system executives, and clinical staff.
Benefits
- We are mission-driven: we're revolutionizing the way cardiovascular care is delivered
- We are fast-paced & agile: we move quickly, iterate often, and value experimentation
- We are remote-first: flexibility, autonomy, and trust are at the core of how we operate
- We care about diversity: diversity allows us to build an excellent patient experience
- We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
healthcare leadershipimplementationcustomer successclinical operationshealth technologytelehealthdigital healthregulatory complianceissue resolutioncustomer operations
Soft skills
leadershipcommunicationrelationship managementteam buildingmentoringstrategic advisingproblem-solvingtrust buildingcollaborationtraining
