Vice President, Customer Success

Arbital Health is a rapidly growing healthcare technology and actuarial leader that centralizes, measures, and adjudicates value-based care contracts at scale. We enable payers and providers to design, measure, and execute value-based agreements with greater transparency, efficiency, and financial predictability.

We invest in hiring high potential and humble individuals who thrive in fast-paced environments and can rapidly grow their responsibilities as we continue to accelerate our growth.

We were co-founded by Brian Overstreet and Travis May (founder & former CEO of LiveRamp and Datavant, the two biggest data companies of the last 20 years), and are backed by Transformation Capital, Valtruis and other leading investors. In our first 2 years, Arbital Health has established itself as a trusted partner for over 40 payers, providers, and other stakeholders looking to navigate the complexities of risk-based contracting.

Key Objectives

Own and grow ARR across the entire client portfolio through disciplined retention and expansion strategies.
Build, lead, and develop the Customer Success team, including Director-level leaders and individual contributors.
Define and execute a scalable Customer Success strategy aligned to Arbital’s growth trajectory and product roadmap.
Partner cross-functionally with Sales, Product, and Delivery to create a seamless client experience from contract through renewal.
Establish a company-wide Voice of Customer program that systematically informs product development and strategic priorities.
Own Customer Success forecast, renewal pipeline, expansion forecast, and retention metrics as part of the company's overall revenue plan.

Core Responsibilities

Team Leadership & Organizational Development

Recruit, hire, and develop a world-class Customer Success team including Directors of Client Success and their reports. Define team structure, roles, and career paths to support current needs and future growth
Coach and mentor Director-level leaders, fostering a culture of accountability, client focus, and continuous improvement. Establish performance metrics and OKRs for the CS organization, holding the team accountable to outcomes.

Portfolio Retention, Risk Management & Expansion

Own net revenue retention (NRR) and gross revenue retention (GRR) across the full client portfolio
Establish executive-level relationships with strategic accounts to deepen partnerships and identify expansion opportunities. Personally serve as Executive Sponsor for Arbital's largest and most strategic customer relationships.
Oversee portfolio-level health scoring and risk identification, intervening proactively on at-risk accounts
Partner with Sales leadership to align on renewal and upsell strategy, pipeline, and go-to-market motions
Drive expansion across new markets, use cases, and buyer personas within existing accounts.

Strategy, Operations & Scalable Infrastructure

Design and implement the end-to-end Customer Success operating model: processes, playbooks, tooling, and reporting.
Define and track key CS metrics (NRR, GRR, CSAT, time-to-value, adoption) and present regular business reviews to the executive team.
Oversee onboarding, implementation, training, and enablement programs developed by Director-level leaders
Select and manage CS technology stack (CRM, customer success platforms, analytics tools) to enable scale and visibility.

Voice of Customer & Cross-Functional Partnership

Lead a structured Voice of Customer program that surfaces insights from across the portfolio to inform product strategy
Serve as a senior executive sponsor for key accounts, representing Arbital at client executive business reviews and industry events
Partner with Product, Engineering, and Delivery to close feedback loops and ensure client commitments are met
Collaborate with Marketing on client case studies, references, and community-building initiatives

Requirements

8+ years of Customer Success or Account Management experience, with at least 3 years in a senior leadership role managing managers in a SaaS or platform business
Demonstrated success owning and improving NRR and GRR metrics at scale in complex enterprise environments
Experience in healthcare technology, health plans, provider organizations, or value-based care strongly preferred
Proven track record of building and scaling CS teams, processes, and infrastructure from the ground up
Executive presence with the ability to build trusted relationships with C-suite stakeholders at payer and provider organizations
Data-driven leader who leverages metrics and analytics to manage team performance and client outcomes
Highly collaborative with demonstrated ability to lead cross-functional initiatives across Sales, Product, Delivery, and Marketing
Experience serving as an executive sponsor for strategic customer relationships and influencing C-suite stakeholders
Comfortable operating in a fast-paced, high-growth startup environment with ambiguity and evolving priorities

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