VP, Customer Success

VP, Customer Success ABOUT NABLA We are a team of entrepreneurs, clinicians and engineers committed to bringing back joy to the practice of medicine. Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: the leading AI assistant that’s restoring the human connection at the heart of healthcare. By streamlining clinical documentation, Nabla is helping clinicians focus on what matters most - patient care. Today, over 85,000 clinicians across 130+ healthcare organizations trust Nabla to support how they deliver care every day. We’re at the start of an ambitious journey: Ambient listening, dictation, coding, and command capabilities are all converging into a proactive assistant that intuitively streamlines clinical and financial workflows. Backed by a recent $70M Series C, we’re hiring to build the next generation of clinical AI and improve the lives of clinicians and patients everywhere. This is a great time to join us! THE ROLE We are looking for a VP, Customer Success to lead and scale our post-sales organization. You’ll own the full customer lifecycle from onboarding through renewal and expansion — ensuring our health system partners realize measurable value from Nabla. This is a player-coach role: you’ll lead a growing team while staying close to our most strategic accounts. RESPONSIBILITIES Team Leadership - Build, manage, and mentor a high-performing CS team across Customer Success Managers, Implementation Specialists, Integrations, and Support - Define team structure, headcount plan, and career paths as we scale from startup to growth-stage - Foster a customer-obsessed, data-driven culture Customer Outcomes & ARR (Annual Recurring Revenue) Expansion - Own GRR (Gross Revenue Retention), NRR (Net Revenue Retention), and CSAT as primary KPIs, along with ARR expansion - Elevate Nabla’s capability to communicate Customer Value, and drive penetration into C-level Customer Sponsorship for our strategic accounts - Be a strong partner to our Sales Team in identifying and strategizing on cross-sell and upsell opportunities - Personally manage relationships with our top-tier health system executives - Drive measurable clinical and operational outcomes for customers Process & Systems - Build and refine scalable CS playbooks: onboarding, QBRs, health scoring, renewal, and expansion motions - Elevate Nabla’s Strategic Governance capabilities for our Must Grow Accounts. - Implement and optimize tooling (CSP, CRM, health dashboards, etc.) Cross-Functional Collaboration - Partner with Sales on expansion and upsell opportunities - Work with Marketing on case studies, references, and community programs - Partner with Product to strengthen the feedback loop between customer needs and product roadmap QUALIFICATIONS - 10+ years in Customer Success or Account Management, with 8+ years in a leadership role - Experience scaling a CS org from early-stage through Series D+ growth - Proven track record owning NRR targets - Experience in healthcare technology, digital health, or enterprise SaaS strongly preferred - Deep understanding of health system procurement cycles, clinical workflows, and EHR ecosystems - Analytical and Executive mindset — you lead with data and can build a board-ready CS metrics story - Exceptional executive presence; comfortable presenting to C-suite and clinical leadership - Ability to travel up to 30% STRONGLY PREFER - Experience with AI/ML products in clinical settings - Background in clinical operations or health system administration - Familiarity with HL7/FHIR and EHR integrations (Epic, Cerner, Athena) BENEFITS Just like we’re dedicated to supporting doctors’ well-being, ensuring yours is a top priority. We firmly believe that by prioritizing your well-being, we support you to excel in your work. Here are the benefits you get when joining Nabla: - Compensation and Equity: Competitive salary and stock options - ... (truncated, view full listing at source)