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+ gro