EVP, Customer Success

Responsibilities

• Design and implement a scalable CS operating model across the Ciullo, Inc. portfolio, starting with Nsight Health and expanding to Nsure, Nvera, and Prvnt as the role matures.
• Build the playbooks, onboarding frameworks, QBR structures, escalation protocols, and expansion motion that shift the CS function from reactive account management to proactive client partnership.
• Establish a unified client health scoring system and own the metrics that matter: net revenue retention, gross revenue retention, time to value, expansion rate, churn rate, and customer satisfaction scores.
• Serve as the executive CS leader across all Ciullo, Inc. portfolio companies, adapting strategy and methodology to the distinct client types, sales cycles, and service models of each business.
• Understand the different economics of each entity, build bridges where shared clients or cross-sell opportunities exist, and consolidate performance reporting across the portfolio into a single executive view that gives leadership a clear, honest read on client health, risk, and growth potential at any given moment.
• Recruit, develop, and lead a high-performing CS team across the portfolio including CS Managers, Account Managers, and Client Success Representatives embedded within each entity.
• Personally own the highest-level client escalations across the portfolio, including those raised by sophisticated physicians who elevate their concerns to the executive team.
• Own net revenue retention across the portfolio as your primary performance metric.
• Build the data infrastructure that gives the CS team real-time visibility into client health across all portfolio companies, reducing reliance on manual reporting and reactive problem detection.

Qualifications

• 10 or more years of experience in Customer Success, Client Services, or Account Management with at least 4 years in a senior or executive CS leadership role
• Proven experience scaling a CS function inside a fast-growing company, ideally one that was doubling or tripling annually and where infrastructure had not kept pace with growth
• Demonstrated ability to manage CS across multiple client types, service models, or business lines simultaneously with the discipline to tailor approach while maintaining operational consistency
• Direct experience building CS systems from early-stage foundations including playbooks, health scoring models, QBR frameworks, onboarding programs, and expansion motions built for scale
• Strong financial and commercial acumen; you understand unit economics, you know what net revenue retention means at the business level, and you can speak to the executive team in those terms
• Experience working across or within a healthcare services or healthcare technology environment; you understand the complexity of healthcare buyer relationships and the stakes involved in client retention in this industry
• Track record of building and leading teams across remote environments with high accountability and consistent performance standards
• High AI fluency with active, working knowledge of AI tools in your daily professional workflow
• Strong analytical ability to build a health scoring model, diagnose a retention problem at the root cause level, and present a data-backed plan for fixing it.
• #J-18808-Ljbffr