VP, Customer Delivery

Mosai

VP of Customer Delivery leading and scaling customer delivery for SaaS healthcare platform. Driving improvements in onboarding, support, and operational services across the organization.

Posted 4/17/2026full-timeNashville • Tennessee • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Lead and scale a multi-functional organization spanning Implementation, Customer Support, Training, Professional Services, and Physician Enablement
Build a high-performance, metrics-driven culture focused on accountability, customer outcomes, and continuous improvement
Own the end-to-end implementation lifecycle from kickoff through go-live, while driving improvements in speed, predictability, and quality of implementations.
Ensure seamless coordination across all delivery functions to provide a cohesive customer experience, leveraging implementation frameworks, playbooks and SLAs
Own support performance, including SLA adherence, response times, and resolution quality while implementing proactive support strategies that enhance customer satisfaction and retention
Partner closely with Technical Operations to resolve integration challenges and improve system reliability
Continuously evaluate opportunities to optimize delivery efficiency and profitability for Mosai customers
Develop and scale measurable onboarding and training programs that accelerate time-to-competency and driving adoption
Lead scalable physician enablement programs that drive operational efficiency and physician buy-in on e-signature solutions
Provide feedback loops to Product and Engineering to improve product delivery and customer experience
Leverage data and insights to drive decision-making and continuous improvement initiatives

Requirements

What you’ll need

10–15+ years in SaaS delivery or services leadership
Experience in complex SaaS implementations
Strong understanding of support and services economics
Healthcare experience preferred

Benefits

Comp & perks

Health insurance
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS deliveryimplementation lifecyclemetrics-driven cultureonboarding programstraining programssupport performanceSLA adherencedata analysiscontinuous improvementintegration challenges

Soft Skills

leadershipaccountabilitycustomer outcomescommunicationcollaborationproblem-solvingstrategic thinkingcustomer satisfactionoperational efficiencyfeedback management