- Experience
- 8+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Eligibility
- Experienced customer success or account management leaders in B2B SaaS or health technology, especially those with health system or clinical technology account management experience, team leadership experience, and the ability to travel up to 50%.
- Resume
- Required to apply
Where you'll work
Job description
About the Company
PatientIQ is a leading outcomes intelligence platform for healthcare. It is designed to help health systems, specialty practices, medical device companies, and medical societies capture, analyze, and use patient-reported outcomes data at scale. Its platform suite — ClinicalPRO, ResearchPRO, and DataPRO — supports clinical research, post-market surveillance, registry management, and value-based care programs for hundreds of provider organizations and some of the world’s largest device manufacturers.
About the Role
PatientIQ is looking for its first Vice President of Customer Growth. This is a commercial leadership role focused on generating revenue through customer expansion, not a traditional customer success position. The person in this role will own net revenue retention, expansion ARR, and the strategic account program across the customer base. The role includes expansion quota responsibility and leadership of a team spanning Customer Success-Enterprise, Outcomes Research & Registries, and Customer Success-Specialty Practice. The goal is to build a customer-success-as-revenue operating model and help drive NRR to 120%+ while strengthening key relationships across major health systems and specialty practices.
Key Responsibilities
- Take ownership of PatientIQ’s full net revenue retention and expansion ARR goals, which are the main commercial measures for the role.
- Lead three groups: Customer Success Enterprise for health systems and new strategic partners, Customer Success Specialty Practice, and Outcomes Research & Registries for Provider, MedTech, and Societies.
- Manage a personal expansion quota and create incentive plans for CSMs that are tied to ARR growth.
- Own the strategic account program for named accounts, including executive relationship management, multi-year expansion planning, and regular executive business reviews.
- Create and refine the operating model for CS-as-revenue, including playbooks, tools, metrics, and team design that position customer success as a growth driver.
- Work in a commercial pod structure with the VP of Provider Sales to align Enterprise and Specialty coverage from sale through expansion.
- Drive the separation of Enterprise and Specialty Practice into distinct service models with different CSM ratios and tailored expansion motions.
- Coach, develop, and keep a high-performing team across CS Enterprise, CS Specialty, and Outcomes Research & Registries.
- Lead FY2027 headcount planning and capacity modeling.
Requirements
- At least 8 years of experience in Customer Success, Account Management, or commercial CS leadership within B2B SaaS or health technology.
- A demonstrated history of owning and outperforming expansion quota, with direct responsibility for NRR targets.
- Hands-on experience building revenue-focused CS models, including CSM incentive design, expansion playbooks, and scaled tech-touch programs.
- Background in health system or clinical technology account management, with an understanding of how these customers buy, renew, and expand.
- Experience leading teams of 10 or more, including CS Directors or senior individual contributors.
- Evidence of delivering NRR above 120% in a previous role.
- Experience operating with both Enterprise and Specialty segments at the same time using different service approaches.
- Strong working knowledge of HubSpot CRM and a data-oriented approach to account health and expansion forecasting.
- Willingness and ability to travel up to 50%.
Benefits
- Comprehensive health, dental, and vision insurance, plus additional benefits such as a 401(k) plan.
- A mission-driven environment focused on solving complex healthcare challenges and improving patient outcomes.
- A culture where strong ideas are encouraged and the best ideas are expected to win.
- Flexible time off with no requirement to track days or save them up.
- A high-caliber team that is viewed as one of the company’s most valuable strengths.
- Fast-paced growth as the company builds a large platform for healthcare providers, industry partners, researchers, and others to collaborate on better patient outcomes.
Additional Information
PatientIQ has been recognized as one of the top 50 Best Small Companies to Work For in Chicago. The company emphasizes collaboration, culture, and a shared commitment to advancing healthcare and improving patient lives.