At PDMI, we're on a mission to transform the customer experience landscape, and we're seeking a visionary leader to take our Customer Success team to the next level through building, scaling, leading, mentoring, and developing a high-performing team that drives customer satisfaction, engagement, retention, and growth.

The Role:

As the Vice President of Customer Success at PDMI, you'll be at the forefront of defining and executing our vision for world-class customer success. You'll collaborate with our Executive Team to align our customer success strategies with our overall business goals and create a roadmap for achieving and sustaining high levels of customer satisfaction and retention.

Key Responsibilities:

  • Be the Mission, Vision, and Values Champion: Demonstrate, understand, and apply our workplace mission, vision, and values.
  • Visionary Leadership: Develop and articulate a compelling vision for customer success at PDMI.
  • Strategic Alignment: Collaborate with the Executive Team to align customer success strategies with our overall business goals.
  • Team Building: Build, mentor, and lead a high-performing Customer Success team.
  • Customer-Centric Culture: Foster a customer-centric culture that prioritizes empathy, collaboration, and innovation.
  • Clear Expectations: Define clear roles, responsibilities, and KPIs for the Customer Success team to ensure ongoing development and growth.
  • End-to-End Excellence: Oversee the end-to-end customer journey, ensuring a seamless and exceptional experience from onboarding to renewal.
  • Data-Driven Decisions: Establish a data-driven approach to assess customer health and identify opportunities for improvement.
  • Metrics and Reporting: Implement metrics and reporting systems to track customer success, retention, and growth.
  • Product Insights: Utilize data to provide insights for product development and enhancements.
  • Proactive Engagement: Develop and execute strategies for proactive customer engagement, including regular check-ins, surveys, and feedback loops.
  • Key Relationships: Foster strong relationships with key customers and serve as an escalation point for customer issues and resolutions.
  • Effective Communication: Ensure effective communication channels cross-functionally.
  • Technology Savvy: Evaluate and implement customer success tools and technologies to streamline processes, enhance customer interactions, and drive operational efficiencies.
  • Stay Ahead: Stay current with industry trends and emerging technologies to continuously improve the customer success function.
  • Hit the Road: Travel for account visits and participation in client activities.

Education & Experience Requirements:

  • Bachelor's degree in business, marketing, healthcare, or related field; MBA preferred.
  • 8+ years of proven experience in a leadership capacity within customer success.
  • Demonstrated success in building, leading, and growing customer success within a rapidly scaling company.
  • Proven track record of implementing key performance indicators (KPIs) that drive operational efficiency.
  • Ability to transform organizations into top-performing teams focused on client success, with the skills and determination to enact positive change.

Key Competencies:

  • PDMI Passion: Develop a unique understanding of the PDMI brand, products, and services.
  • Tech-Savvy: Excellent Microsoft Office skills, including Outlook, Teams, Excel, and Word.
  • Change Catalyst: Ability to move fast to drive changes and make an impact.
  • Customer Success Expertise: Deep understanding of customer success best practices, methodologies, and trends.
  • Data-Driven Decision Maker: Strong analytical and data-driven decision-making skills.
  • Communication Master: Excellent communication, leadership, and interpersonal skills.
  • Conflict Resolver: Ability to navigate complex customer relationships and resolve issues effectively.
  • Innovative Spirit: Passion for innovation and a commitment to delivering exceptional customer experiences.