Vice President of Customer Success

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Commure, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care. 

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

About the Role

We are seeking a dynamic and growth-focused Vice President of Strategic Accounts to lead our customer success teams. This individual will be instrumental in ensuring the satisfaction, retention, and expansion of our most valuable clients, with a specific focus on large enterprise accounts generating over $10 million in revenue. With a strong preference for candidates with healthcare or healthtech experience, this role will require a deep understanding of complex products, hospital systems, and health networks. As the VP of Strategic Accounts, you will oversee a geographically distributed, multi-level team and work closely with executive stakeholders to drive exceptional outcomes.

What You’ll Do

• Lead and Manage Customer Success Teams: Oversee and mentor a high-performing, multi-tiered team spread across the country, ensuring alignment with organizational goals and fostering a culture of collaboration and excellence.

• Drive Growth and Retention: Develop and execute strategies to mitigate churn while identifying and capitalizing on opportunities for account expansion and revenue growth.

• Build and Maintain Relationships: Serve as the primary executive liaison for key stakeholders in large enterprise accounts, ensuring alignment with client objectives and fostering long-term partnerships.

• Strategic Account Oversight: Manage a portfolio of large-scale accounts, focusing on healthcare and health systems, with a thorough understanding of the unique challenges and opportunities in these industries.

• Collaborate Across Teams: Work closely with product, sales, and operational teams to deliver a seamless client experience and resolve complex challenges effectively.

• Operational Excellence: Establish and optimize processes for account management, ensuring the delivery of high-quality outcomes and continuous improvement.

What You Have

• Experience: 10+ years of experience in account management, customer success, or related fields, with at least 5 years managing large enterprise accounts exceeding $40 million in revenue. Experience in healthcare or healthtech, particularly with hospitals and health systems, is highly preferred.

• Leadership Skills: Proven ability to lead and inspire a multi-level, geographically dispersed team while fostering a collaborative and results-driven culture.

• Strategic Acumen: Strong expertise in churn mitigation strategies and growth-focused account management.

• Relationship Management: Exceptional ability to build and maintain relationships with executive stakeholders, acting as a trusted advisor and advocate.

• Analytical Skills: Data-driven mindset with the ability to leverage insights to inform strategies and decision-making.

• Communication: Excellent verbal and written communication skills, with the ability to convey complex ideas clearly and effectively.

• Flexibility: Willingness to travel as needed to meet with clients and teams across the country.

Why you’ll love working at Commure + Athelas:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector. 

• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil. 

• Incredible Growth: Prior to our merger, Commure and Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly. 

• Competitive Benefits: Flexible PTO (pending specific geographical locations) , medical, dental, vision, maternity and paternity leave. Note that benefits are subject to change and may vary based on jurisdiction.

Commure + Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Please be aware that all official communication from us will come exclusively from email addresses ending in @getathelas.com, @commure.com or @augmedix.com. Any emails from other domains are not affiliated with our organization.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.