Vice President, Head of Customer Success

About Arine

Arine (pronounced a:rine [uh-reen]) is a San Francisco-based healthcare technology and clinical services company focused on enhancing medication management to drive impactful economic and health outcomes. The company addresses the critical issues caused by incorrect medication use, which costs the U.S. healthcare system over $528 billion annually in waste, avoidable harm, and hospitalizations.
Using advanced data science, machine learning, AI, and deep clinical expertise, Arine delivers a patient-centered software platform that creates personalized care plans at scale. Its mission centers on improving the health of complex patients with challenging medication needs and access barriers. Collaborating with leading healthcare organizations and investors, Arine has achieved significant reductions in hospitalizations and healthcare costs while managing 18 million lives.

Role Overview

We are seeking a visionary Vice President, Head of Customer Success to build and lead a top-tier client success organization that drives client retention, growth, and advocacy across health plans, PBMs, and risk-bearing providers. Reporting to the Chief Commercial Officer and as part of the commercial leadership team, this role will promote a culture centered on client outcomes, transparency, and continuous improvement. This leader will define strategy, develop operations, and build processes that enable measurable clinical, quality, and financial benefits for clients and their members.

This position combines strategic builder and caretaker responsibilities — growing the team and infrastructure while cultivating trusted executive relationships with key client representatives.

Key Responsibilities

• Formulate and implement the customer success strategy aligned with growth and profitability goals.
• Drive measurable client health indicators, value realization, and member outcomes to support retention and expansion.
• Scale and develop a high-performing customer success team delivering operational excellence and client-focused execution.
• Serve as the clients' internal advocate across departments, ensuring decision-making emphasizes client needs and feedback.
• Collaborate closely with Sales on renewal and expansion activities while owning client adoption, health scoring, and risk mitigation.
• Establish scalable client engagement models, onboarding experiences, and executive business review frameworks.
• Build partner success programs where relevant to support payer and distribution relationships.
• Recruit, coach, and lead a robust customer success organization with clear performance metrics and career growth paths.
• Deploy tools and processes that drive efficiency, automation, and consistent client engagement at scale.
• Provide insightful executive and board-level reporting on client health, retention risks, and growth opportunities.

Required Qualifications and Experience

• Over 12 years of senior leadership experience in customer success, strategic account management, or post-sales roles within high-growth digital health or technology companies.
• Track record of scaling or transforming customer success organizations in complex environments.
• Proven ability to enhance client health scores, improve retention rates, and support revenue expansion.
• Experience managing and growing sizable teams of managers and individual contributors.
• Deep knowledge of the healthcare ecosystem, including payers, providers, value-based care, and related economics—experience with health plans, PBMs, or risk-bearing providers is strongly preferred.
• Skill in forging trusted relationships with senior client stakeholders and translating client objectives into measurable outcomes.
• Experienced in partnering closely with separate sales teams for renewal and expansion success.
• Strong strategic and operational thinking with financial acumen to forecast and mitigate risks effectively.
• Executive communication skills and presence influencing C-suite audiences.
• Comfortable using customer success platforms, CRM systems, and analytics tools to monitor and improve client health.
• Exceptional leadership capabilities to build culture and develop talent.
• Passionate about healthcare and committed to improving patient outcomes.

Attributes for Success

• High emotional intelligence to navigate client and team dynamics effectively.
• Creative problem-solver who proactively addresses challenges.
• Self-driven with a proactive approach anticipating client and company needs.
• Sound judgment and decision-making skills in ambiguous environments.
• Collaborative mindset with a focus on collective success.
• Resilient and adaptable in establishing new processes and systems.

Remote Work Requirements

• Private workspace to maintain information confidentiality.
• Reliable, low-latency internet supporting video and voice calls seamlessly.

Additional Information

The role is fully remote based in the United States, reporting to the Chief Commercial Officer, and involves leadership at the executive level in a fast-growing healthcare technology company recognized on the Inc. 5000 list. The position demands a seasoned leader able to blend strategic vision with operational rigor to cement Customer Success as a key competitive advantage for Arine.