Steer Health

VP of Customer Success

Steer Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • You will directly own: Net Revenue Retention (NRR) targets, Renewal execution and forecasting, Expansion and upsell revenue from existing customers, Executive visibility into churn risk and ARR at risk
  • Forecast renewals, churn risk, and expansion pipeline with high accuracy
  • Build dashboards tracking NRR, GRR, health scores, time-to-value, and expansion signals
  • Align CS compensation and KPIs to revenue outcomes
  • Partner closely with Sales leadership on account planning and expansion motions
  • Define and execute the end-to-end Customer Success strategy aligned to ARR growth
  • Build and scale CS teams (initially 5–15, then beyond) with strong frontline leadership
  • Serve as executive sponsor for top enterprise and strategic accounts
  • Personally manage and rescue at-risk and high-value accounts when needed
  • Establish scalable playbooks for onboarding, adoption, renewal, and expansion
  • Own core CS metrics: NRR, GRR, Expansion ARR, Time-to-Value, CSAT, and Health Scores
  • Implement early-warning systems to detect churn risk before escalation
  • Own CS tooling (CRM, CS platforms, analytics) to support predictability and scale
  • Partner with Finance on revenue forecasting and board-level reporting
  • Partner with Product to ensure roadmap aligns to retention and expansion signals
  • Work with Engineering to address delivery risks impacting customer outcomes
  • Collaborate with Marketing on customer advocacy, case studies, and expansion campaigns.

Requirements

  • Has Healthcare SaaS experience selling to health systems or medical groups (not consumer health or pharma)
  • Has built CS teams from scratch (not only managed large inherited organizations)
  • Is metrics-obsessed and fluent in NRR, churn, expansion, and health scoring
  • Is a player-coach willing to manage strategic accounts personally
  • Views CS as a revenue function, not a support function
  • Is comfortable explaining AI and automation value to healthcare executives
  • Has strong executive presence with CIOs, CMOs, and CFOs
  • Thrives in startup environments with ambiguity, pressure, and rapid execution
  • 10+ years in Customer Success, Account Management, or Client Services
  • 5+ years in senior leadership roles (Director or VP)
  • Proven ownership of NRR and expansion ARR in B2B SaaS
  • Healthcare or health-tech industry experience strongly preferred
  • Strong executive and board-level communication skills
  • Data-driven operator with experience scaling CS organizations
Benefits
  • Competitive executive-level compensation
  • Performance-based incentives tied to NRR and expansion
  • Equity participation
  • Health, Dental, and Vision Insurance
  • Remote-first, flexible work environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Net Revenue Retention (NRR)Gross Revenue Retention (GRR)Customer Success metricsChurn risk forecastingExpansion revenue forecastingHealth scoringData analysisDashboard creationRevenue forecastingCustomer Success strategy
Soft Skills
Executive presenceLeadershipCommunicationCollaborationStrategic thinkingProblem-solvingAdaptabilityCoachingMetrics-drivenCustomer advocacy