Vice President, Customer Success

Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.

We are seeking a Vice President, Customer Success to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

Job Summary

We are seeking a strategic and dynamic Vice President, Customer Success to lead our global Customer Success organization. This executive-level role will report directly to the Chief Customer Officer and will be responsible for driving customer satisfaction, retention, and growth by delivering exceptional value across our customer base. The Vice President, Customer Success will oversee a team of Customer Success professionals and work cross-functionally to establish a seamless experience for our customers that delivers world class customer satisfaction, retention, expansion and advocacy.

Duties and Responsibilities

Leadership & Strategy

• Lead and inspire a global Customer Success organization with a focus on customer outcomes, experience, and operational excellence.
• Define and execute the global customer success strategy in alignment with the Chief Customer Officer's vision and company goals.
• Drive a relationship-based, customer-first culture and act as a key voice of the customer within the leadership team.

Customer Lifecycle Management

• Drive the end-to-end customer journey including onboarding, adoption, retention, expansion, and renewal strategies.
• Ensure seamless and value-driven customer experience across all touchpoints.

Team Development & Operations

• Build, coach, and scale a high-performing, geographically distributed team
• Develop metrics and KPIs to measure team performance and customer success outcomes (e.g., Net Promoter Score, Churn Rate, Customer Health, Expansion Revenue).
• Identify and implement tools, systems, and processes to improve scalability and efficiency.

Cross-Functional Collaboration

• Partner with Sales, Marketing, Renewals, Product, Professional Services, and Support to ensure customer needs are understood and addressed effectively.
• Provide strategic insights and feedback to inform product roadmap and go-to-market strategies.

Customer Advocacy & Retention

• Serve as an executive sponsor for strategic customer accounts.
• Develop and maintain solid executive relationships with customers to foster loyalty and long-term engagement.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's Degree in Business or a related discipline; MBA preferred
• 10+ years of experience in Customer Success, Account Management, or related fields, with at least 5 years in a senior leadership role.
• Proven track record of leading global teams and driving customer success in a fast-paced, high-growth environment (software or SaaS preferred).
• Demonstrated ability to be an active listener who gathers feedback across the organization and makes thoughtful, data-informed, and intentional decisions.
• Ability to work cross-functionally and influence stakeholders at all levels of the organization.
• Analytical mindset with the ability to leverage data to drive decisions.
• Proficiency with Salesforce and/or Gainsight preferred.
• Experience in healthcare, healthcare technology, or identity & access management (IAM) preferred.

This position offers a total compensation range of $309,000.00 to $319,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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