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VP Of Customer Success

Arbital Health is a rapidly growing healthcare technology and actuarial leader that centralizes, measures, and adjudicates value-based care contracts at scale. We enable payers and providers to design, measure, and execute value-based agreements with greater transparency, efficiency, and financial predictability.

We invest in hiring high potential and humble individuals who thrive in fast-paced environments and can rapidly grow their responsibilities as we continue to accelerate our growth.

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.

Key Objectives

• 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.

Core Responsibilities

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

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

$210,000 - $230,000 a year

Why Join Us?

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.

We Offer:

• 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
• The opportunity to build a critical software platform that accelerates the American healthcare system's transition to value-based care

Work Authorization • Applicants must be legally authorized to work in the United States for the duration of their employment. • This position is not eligible for employer-sponsored immigration sponsorship, now or in the future. • Applicants must be able to work in the United States without requiring employer sponsorship.