Steer Health is seeking a VP of Customer Success to build, scale, and own post-sales revenue performance across retention, renewals, and expansion. As a core member of the executive leadership team, you will have direct accountability for Net Revenue Retention (NRR), Gross Retention, and Expansion ARR.
What You'll Do
- 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, starting with 5–15 members, 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.
- Act as a unifying force across Sales, CS, Product, and Engineering.
What We're Looking For
- 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 SaaS experience selling to health systems or medical groups (not consumer health or pharma).
- Experience building CS teams from scratch.
- Metrics-obsessed and fluent in NRR, churn, expansion, and health scoring.
- A player-coach willing to manage strategic accounts personally.
- Views CS as a revenue function, not a support function.
- Comfortable explaining AI and automation value to healthcare executives.
- Strong executive presence with CIOs, CMOs, and CFOs.
- Thrives in startup environments with ambiguity, pressure, and rapid execution.
- Strong executive and board-level communication skills.
- Data-driven operator with experience scaling CS organizations.
Nice to Have
- Healthcare or health-tech industry experience strongly preferred.
Team & Environment
You will build and scale the Customer Success organization, initially managing a team of 5–15 professionals.
Benefits & Compensation
- Health, Dental, and Vision Insurance
- Remote-first, flexible work environment
Work Mode
This is a global, remote-first role.
This role offers direct ownership of post-sales revenue growth, executive-level influence on company strategy, and the opportunity to build a high-impact CS organization focused on AI-driven healthcare transformation.
