Vice President of Customer Success

The Vice President, Customer Success is a key member of the PHT Leadership Team responsible for leading customer onboarding, implementation, training, adoption, customer success, and service delivery across the PHT portfolio

This executive oversees approximately 90 customer-facing professionals through multiple layers of leadership and is accountable for ensuring customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle

The role leads teams supporting Health Language, CSC, and Medi-Span and partners closely with Product, Sales, Marketing, Technology, Finance, and Content leadership to drive customer retention, operational excellence, revenue realization, and long-term growth

As one of the three primary functional leaders within PHT, alongside the VP Product and VP Sales, this leader will play a critical role in shaping customer delivery strategy, scaling customer-facing operations, and creating a more unified and efficient operating model across the business

Scope of Leadership

Lead an organization of approximately 90 employees across multiple layers of management

Provide executive leadership across customer-facing teams supporting Health Language, CSC, and Medi-Span

Directly manage Director-level leaders

Oversee customer onboarding, implementation, training, adoption, customer success, support, retention, and operational performance across the PHT portfolio

Support a diverse portfolio of healthcare technology, SaaS, data, terminology, content, analytics, and workflow solutions serving pharmacies, providers, payers, PBMs, health systems, government agencies, and healthcare technology partners

Why This Role Matters

This role is more than leading implementation and customer success teams. It is responsible for bringing together multiple customer-facing organizations, creating a scalable operating model, standardizing best practices, and ensuring customers consistently realize value from PHT solutions

Success will be measured through improved customer outcomes, implementation excellence, stronger adoption and retention, increased operational efficiency, and the ability to scale customer delivery capabilities across a growing healthcare technology portfolio

Strategic Leadership & Business Execution

Establish and execute PHT's customer onboarding, implementation, training, adoption, customer success, and service delivery strategy

Drive customer retention, renewal readiness, revenue realization, and operational scalability across the portfolio

Lead initiatives that improve customer outcomes and simplify how customers engage with PHT solutions

Partner with Product and Sales leadership on strategic investments, resource allocation, go-to-market execution, and customer experience priorities

Serve as executive sponsor for strategic customer relationships, escalations, and high-impact delivery initiatives

Own operational performance metrics that support customer retention, adoption, implementation success, and delivery excellence

Customer Delivery & Success

Ensure customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle

Oversee implementation, onboarding, customer training, customer success, support, informatics, and service delivery functions

Establish consistent service standards and delivery practices across CSC, Health Language, and Medi-Span

Lead executive-level customer escalations and service recovery efforts

Develop programs that improve customer engagement, satisfaction, adoption, and long-term success

Operational Excellence & Transformation

Lead operational planning, process improvement, and organizational transformation initiatives across customer-facing functions

Build scalable operating models that support business growth, efficiency, and customer retention

Standardize implementation, training, customer success, support, and operational delivery processes across the organization

Drive automation, operational efficiency, and continuous improvement initiatives

Lead change management efforts associated with business transformation, new products, and organizational integration initiatives

Cross-Functional Leadership

Partner closely with Product, Sales, Marketing, Finance, Technology, and Content leadership to align priorities and execution

Utilize customer and operational insights to influence product roadmap decisions and customer experience improvements

Ensure customer-facing teams are prepared to support new product launches, enhancements, and strategic initiatives

Support customer growth and business performance through effective cross-functional execution

Establish governance, metrics, and operating rhythms that improve accountability and organizational effectiveness

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