VP, Customer Success

VP, Customer Success (Tampa, FL – Hybrid) Candidates must be legally authorized to work in the United States. Job Title : VP, Customer Success Compensation: $140,000 - $160,000 annually plus quarterly incentive Location: Tampa, FL (Hybrid) Work Environment: Onsite in Tampa with remote flexibility; occasional travel for customer visits and executive meetings Why Choose Us? Cosán Group is a leading healthcare services organization committed to delivering exceptional preventive care for at-risk older adults. As VP, Customer Success, you’ll build and scale a customer success organization that drives onboarding excellence, retention, and expansion revenue growth. Join a mission-driven team where you’ll have direct impact on customer lifetime value and play a critical role in shaping how we deliver seamless post-sale experiences and measurable commercial outcomes. What We’re Looking For We’re looking for a strategic, customer-centric leader to own Cosán’s customer success function from the ground up. The ideal candidate has deep experience building or scaling customer success organizations with direct revenue accountability, ideally in healthcare services or health tech. You bring a strong operational mindset, thrive in fast-paced growth environments, and know how to design processes, playbooks, and metrics that drive retention and expansion. You’re a collaborative leader who partners seamlessly across sales, clinical, operations, product, and finance to ensure customers realize value quickly and consistently. What You’ll Do Customer Success Strategy Design and execute a scalable customer success strategy aligned with retention and expansion objectives. Establish the operating model, customer segmentation, engagement cadence, and success planning frameworks. Customer Onboarding Lead the practice onboarding experience end-to-end. Partner with clinical, implementation, and operations teams to standardize processes. Establish metrics for onboarding success, time to value, and adoption milestones. Retention & Expansion Revenue Own retention and expansion revenue targets with direct accountability. Develop account growth strategies to maximize customer lifetime value. - Build disciplined forecasting for renewals and upsell/cross-sell opportunities. Team Leadership Recruit, develop, and lead a high-performing customer success team. Provide coaching, enablement, and clear KPIs. Establish career paths and foster a customer-centric, accountable culture. Customer Insights & Executive Reporting Serve as the voice of the customer across the organization. Develop dashboards and executive reporting on customer health, retention, and expansion. Partner with sales, operations, and finance on forecasting and performance analysis. Required Qualifications 10+ years of customer success, account management, or client services experience with at least 5 years in a senior leadership role. Proven experience building or scaling a customer success organization with direct revenue accountability. Strong background in healthcare services, health tech, or SaaS serving provider organizations. Demonstrated success driving retention and expansion within complex, multi-stakeholder customer environments. Experience leading teams that include early-career or internally promoted talent. Strong operational mindset with ability to design processes, playbooks, and metrics from the ground up. Highly collaborative leader with experience working cross-functionally across sales, clinical, operations, product, and finance. Strong CRM and analytics acumen (Salesforce, HubSpot); data-driven approach to customer health. Bachelor’s degree required. Exceptional leadership, communication, and relationship management skills. Preferred Qualifications MBA or advanced degree in Business Administration or related field. Experience in value-based care, chronic care management, or care coordination services. Background in healthcare provider or payer organizations. Familiarity with healthcare metrics (Net Revenue Retention, churn, expansion metrics). Experience implementing customer success platforms or tools. Track record of achieving >90% net revenue retention. Compensation & Benefits $140,000 - $160,000 annually plus quarterly incentive . Unlimited Paid Time Off + Company Holidays. Medical, Dental, Vision Insurance. Complimentary Life Insurance. 401(k) Plan. Optional Short-Term, Long-Term Disability, Critical Illness & Accident coverage. Employee Assistance Program including mental health resources. Company-provided equipment (laptop, monitor, headset, etc.). Work Environment & Requirements Work Arrangement: Hybrid – Tampa, FL office with remote flexibility. Location: 6911 Pistol Range Rd, Tampa, FL 33635. Occasional travel required for customer site visits, executive meetings, and team engagement. Ability to sit for extended periods while managing customer interactions and analytics. Ability to communicate clearly with customers at all levels and with executives. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you’re a strategic customer success leader ready to build and scale a high-performing organization in healthcare, we want to hear from you. Apply today and help shape the future of Cosán’s customer success function! Cosán Group is an Equal Opportunity Employer and values diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by law.