Imprivata Logo

Imprivata

Vice President, Customer Success

Posted 6 Hours Ago
Be an Early Applicant
Hybrid
Waltham, MA
309K-319K Annually
Senior level
Hybrid
Waltham, MA
309K-319K Annually
Senior level
The Vice President, Customer Success will lead the global Customer Success organization, enhance customer satisfaction, retention, and relationship management, and collaborate cross-functionally.
The summary above was generated by AI
Description
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.
#LI-Hybrid #LI-ML1

Top Skills

Gainsight
Salesforce
HQ

Imprivata Waltham, Massachusetts, USA Office

480 Totten Pond Rd, Waltham, MA, United States, 02451

Similar Jobs at Imprivata

7 Hours Ago
Hybrid
3 Locations
99K-126K Annually
Senior level
99K-126K Annually
Senior level
Healthtech • Security • Software • Cybersecurity
The Strategic Customer Success Manager drives customer engagement and satisfaction while managing account strategies, renewals, and expansion through collaboration and problem-solving.
Top Skills: CRMGainsightMs Powerpoint
7 Hours Ago
Hybrid
Waltham, MA, USA
160K-170K Annually
Senior level
160K-170K Annually
Senior level
Healthtech • Security • Software • Cybersecurity
The Manager of Strategic Customer Success drives customer satisfaction and retention initiatives, oversees a Customer Success team, and manages strategic accounts.
Top Skills: GainsightSalesforce
3 Days Ago
Hybrid
3 Locations
99K-126K Annually
Senior level
99K-126K Annually
Senior level
Healthtech • Security • Software • Cybersecurity
The Strategic Customer Success Manager engages with customers to drive value realization, resolve issues, maintain customer satisfaction, and enhance product adoption, all while managing a yearly ARR quota.
Top Skills: GainsightMs Powerpoint

What you need to know about the Boston Tech Scene

Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.

Key Facts About Boston Tech

  • Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
  • Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
  • Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
  • Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account