Vice President, Customer Success

About Arbital Health

Arbital Health is a fast-scaling healthcare technology and actuarial company focused on bringing clarity and scale to value-based care contracting. Its platform helps payers and providers create, evaluate, and manage value-based agreements with more transparency, better efficiency, and stronger financial forecasting.

The company looks for ambitious yet grounded people who do well in high-velocity settings and are ready to take on broader responsibilities as the business grows.

Arbital Health was co-founded by Brian Overstreet and Travis May, the founder and former CEO of LiveRamp and Datavant. The company is supported by Transformation Capital, Valtruis, and other well-known investors. Within its first two years, Arbital Health became a trusted partner to more than 40 payers, providers, and related stakeholders working through risk-based contracting.

Role Overview

The Vice President of Customer Success is a senior leadership position accountable for client health, retention, and portfolio growth across Arbital Health’s customer base. Reporting to the executive team, this leader will create, lead, and expand the Customer Success function, including Directors of Client Success and their teams, to deliver strong outcomes for payers, providers, and other value-based care participants.

This role owns the post-sale client journey and is responsible for improving ARR retention and growth while building scalable systems, infrastructure, and a high-performing team that can support rapid expansion.

Key Objectives

• Drive ARR growth across the full customer portfolio through disciplined retention and expansion efforts.
• Build, lead, and develop the Customer Success organization, including Director-level managers and individual contributors.
• Create and execute a scalable CS strategy that aligns with company growth plans and the product roadmap.
• Work closely with Sales, Product, and Delivery to ensure a smooth client journey from contract signing through renewal.
• Launch a company-wide Voice of Customer program that feeds product direction and strategic decisions.
• Own customer success forecasting, renewal pipeline, expansion forecasting, and retention reporting as part of overall revenue planning.

Core Responsibilities

Team Leadership and Organizational Development

• Hire, structure, and grow a high-performing Customer Success team, including Directors of Client Success and their direct reports, with clear roles, team design, and career progression.
• Coach Director-level leaders, promote accountability, customer centricity, and ongoing improvement, and set measurable goals and OKRs for the team.

Retention, Risk Management, and Expansion

• Take ownership of net revenue retention and gross revenue retention across the entire portfolio.
• Build executive relationships with strategic accounts to strengthen partnerships and uncover growth opportunities, while personally acting as executive sponsor for the most important customer relationships.
• Manage portfolio health scoring and risk detection, stepping in early when accounts show signs of churn or dissatisfaction.
• Align with Sales leadership on renewals, upsell strategy, pipeline planning, and go-to-market motions.
• Expand revenue within current accounts across new markets, use cases, and buying personas.

Strategy, Operations, and Scalable Infrastructure

• Develop and implement the end-to-end Customer Success operating model, including processes, playbooks, tools, and reporting.
• Define and monitor core CS metrics such as NRR, GRR, CSAT, time-to-value, and adoption, and share regular business reviews with senior leadership.
• Oversee onboarding, implementation, training, and enablement efforts led by Director-level leaders.
• Choose and oversee the CS technology stack, including CRM, customer success tools, and analytics platforms, to support scale and visibility.

Voice of Customer and Cross-Functional Collaboration

• Run a structured Voice of Customer program that collects insights from the portfolio to guide product strategy.
• Act as a senior executive sponsor for key accounts and represent the company in client business reviews and industry events.
• Partner with Product, Engineering, and Delivery to close feedback loops and ensure commitments are met.
• Work with Marketing on case studies, references, and community-building efforts.

Requirements

• At least 8 years of experience in Customer Success or Account Management, including 3 or more years in a senior leadership role managing managers within a SaaS or platform company.
• Proven ability to improve NRR and GRR at scale in complex enterprise settings.
• Background in healthcare technology, health plans, provider organizations, or value-based care is strongly preferred.
• Track record of building CS teams, operating processes, and supporting infrastructure from the beginning and scaling them effectively.
• Strong executive presence and the ability to earn trust with C-suite stakeholders at payer and provider organizations.
• Analytical, metrics-oriented leadership style with the ability to use data to improve team results and client outcomes.
• Highly collaborative approach with experience leading cross-functional initiatives involving Sales, Product, Delivery, and Marketing.
• Experience serving as executive sponsor for strategic accounts and influencing senior stakeholders.
• Comfort working in a fast-moving, high-growth startup environment with shifting priorities and ambiguity.

Why Join Us

Join a team of creative, ambitious builders working to create technology that can meaningfully reshape healthcare. You will have the opportunity to learn, build, and scale both the team and the platform in a collaborative culture that values every contributor.

Benefits and Perks

• Generous ISO stock option equity grants.
• Strong benefits package with high employer contributions toward health, dental, and vision insurance.
• 4% 401(k) matching.
• Flexible PTO, a weeklong winter shutdown, and 10 holidays each year.
• Occasional travel, including quarterly team offsites.
• Opportunity to help build a key software platform supporting the U.S. healthcare system’s move to value-based care.

Compensation

The annual salary range for this role is $210,000 to $230,000.

Additional Information

This is a full-time onsite position based in the United States. Occasional travel is required for quarterly team offsites.