Steer Health

Build and scale a customer success organization to drive revenue retention, expansion, and strategic account management. | Extensive experience in SaaS customer success, proven leadership in building teams, and healthcare industry expertise. | About Steer Health Steer Health is an AI-powered healthcare growth and automation platform helping health systems and medical groups improve patient access, operational efficiency, and revenue performance. Our solutions support digital front door, scheduling, intake, care coordination, and patient engagement, deeply integrated into clinical and administrative workflows. We sell to healthcare executives and operate in complex enterprise environments where outcomes, ROI, and execution matter. Role Overview — This Is a Builder Role We are seeking a Vice President of Customer Success to build, scale, and own post-sales revenue performance across retention, renewals, and expansion. This role carries direct accountability for Net Revenue Retention (NRR), Gross Retention, and Expansion ARR, and is a core member of the executive leadership team. This is not a role for someone who only manages large inherited teams. We are looking for a player-coach who has built CS organizations from the ground up, is comfortable managing strategic accounts personally, and can operate in a fast-moving startup environment. Primary Accountability — Revenue Ownership You will directly own: ● Net Revenue Retention (NRR) targets ● Renewal execution and forecasting ● Expansion and upsell revenue from existing customers ● Executive visibility into churn risk and ARR at risk Key responsibilities include: ● Forecast renewals, churn risk, and expansion pipeline with high accuracy ● Build dashboards tracking NRR, GRR, health scores, time-to-value, and expansion signals ● Align CS compensation and KPIs to revenue outcomes ● Partner closely with Sales leadership on account planning and expansion motions ● Define and execute the end-to-end Customer Success strategy aligned to ARR growth ● Build and scale CS teams (initially 5–15, then beyond) with strong frontline leadership ● Serve as executive sponsor for top enterprise and strategic accounts ● Personally manage and rescue at-risk and high-value accounts when needed ● Establish scalable playbooks for onboarding, adoption, renewal, and expansion ● Own core CS metrics: NRR, GRR, Expansion ARR, Time-to-Value, CSAT, and Health Scores ● Implement early-warning systems to detect churn risk before escalation ● Own CS tooling (CRM, CS platforms, analytics) to support predictability and scale ● Partner with Finance on revenue forecasting and board-level reporting Cross-Functional Leadership ● Partner with Product to ensure roadmap aligns to retention and expansion signals ● Work with Engineering to address delivery risks impacting customer outcomes ● Collaborate with Marketing on customer advocacy, case studies, and expansion campaigns ● Act as a unifying force across Sales, CS, Product, and Engineering Ideal Candidate Profile — Who We Are Looking For We are specifically looking for someone who: ● Has Healthcare SaaS experience selling to health systems or medical groups (not consumer health or pharma) ● Has built CS teams from scratch (not only managed large inherited organizations) Is metrics-obsessed and fluent in NRR, churn, expansion, and health scoring ● Is a player-coach willing to manage strategic accounts personally ● Views CS as a revenue function, not a support function ● Is comfortable explaining AI and automation value to healthcare executives ● Has strong executive presence with CIOs, CMOs, and CFOs ● Thrives in startup environments with ambiguity, pressure, and rapid execution Experience Requirements ● 10+ years in Customer Success, Account Management, or Client Services ● 5+ years in senior leadership roles (Director or VP) ● Proven ownership of NRR and expansion ARR in B2B SaaS ● Healthcare or health-tech industry experience strongly preferred ● Strong executive and board-level communication skills ● Data-driven operator with experience scaling CS organizations Why Join Steer Health ● Direct ownership of post-sales revenue growth ● Executive-level influence on company strategy ● Opportunity to build and scale a high-impact CS organization ● Work on AI-driven healthcare transformation at scale ● High-visibility role with strong career growth trajectory Compensation & Benefits ● Competitive executive-level compensation ● Performance-based incentives tied to NRR and expansion ● Equity participation ● Health, Dental, and Vision Insurance ● Remote-first, flexible work environment

Own end-to-end healthcare SaaS implementation success, drive cross-functional teams, and ensure client satisfaction and operational excellence. | Requires 10-15+ years in healthcare IT or SaaS delivery, deep technical fluency with healthcare data standards, and proven success in complex enterprise implementations. | Healthcare SaaS Implementation Partner / Technical Program Manager Location: Remote (U.S. preferred for client-facing leadership) Reports To: CEO / Head of Client Delivery Department: Implementation, Customer Success, Product Operations About Steer Health Steer Health is an AI-powered growth and automation platform transforming how healthcare organizations manage patient access, scheduling, intake, and care coordination. Our platform integrates deeply with hospital and clinic systems and directly impacts revenue, operational efficiency, and patient experience. We operate in complex enterprise healthcare environments and high-velocity SMB markets simultaneously. Execution excellence is not optional — it is core to our success. Role Summary — This Is Not a Traditional PM Role We are seeking a high-ownership, startup-caliber Implementation Partner / Technical Program Manager who will operate at the intersection of CEO priorities, enterprise clients, Engineering, Product, and Customer Success. This role owns delivery outcomes, not just project tracking. You will be responsible for: Making sure implementations actually succeed Driving teams through ambiguity and tight deadlines Escalating early, solving fast, and never letting issues linger Acting as the operational backbone of our largest and most strategic accounts You must be comfortable operating in high-pressure environments, making decisions with incomplete information, and holding teams accountable while maintaining strong client trust. Core ResponsibilitiesExtreme Ownership of Client Delivery Own end-to-end implementation success from contract to stable production Personally accountable for timelines, quality, and client satisfaction Drive aggressive go-live schedules while managing risk and dependencies Anticipate problems before they impact customers and escalate early CEO-Level Execution Partner Work directly with the CEO on critical client programs and escalations Translate executive priorities into operational execution across teams Provide clear, data-driven updates on risks, delivery status, and outcomes Cross-Functional Command Center Act as the single point of accountability across: Engineering Product Integrations Customer Success Sales (handoff and scope control) Break silos and drive alignment when priorities conflict Ensure product gaps, integration blockers, and resourcing issues are surfaced and resolved quickly Healthcare Integrations & Automation Leadership Lead implementations involving: EHR systems (Epic, Cerner, Athena, Meditech, Allscripts, etc.) HL7, FHIR, APIs, and healthcare data pipelines Validate workflow automation designs across scheduling, intake, referrals, and care coordination Ensure data accuracy, reliability, and compliance in all integrations Operational Discipline & Detail Orientation Build and enforce: Implementation playbooks Checklists Acceptance criteria Go-live readiness standards Track every dependency, configuration, and integration milestone Obsess over details that impact patient experience and provider workflows Agile & Fast-Moving Delivery Work inside sprint cycles and release calendars with engineering Drive backlog prioritization tied to client commitments Coordinate releases, hotfixes, and phased rollouts Balance speed with stability in production systems Who You Are (This Is Critical) You are someone who: Thrives in startup environments with chaos, speed, and pressure Is comfortable saying “this is not acceptable” when delivery is at risk Can hold senior engineers, product leaders, and clients accountable respectfully but firmly Is deeply detail-oriented and uncomfortable with ambiguity left unresolved Treats customer outcomes as personal responsibility This is not a role for someone who only tracks tasks — this is for someone who makes things happen. Required Qualifications 10–15+ years of healthcare IT or healthcare SaaS delivery experience Deep hands-on experience with: EHR integrations HL7, FHIR, APIs Healthcare workflow implementations Proven success leading complex enterprise healthcare implementations Strong technical fluency and ability to work directly with engineering teams Exceptional executive-level communication and client management skills Track record of delivering under tight deadlines and high visibility Preferred Qualifications Startup or scale-up SaaS experience in healthcare or enterprise software Prior experience acting as an “implementation partner” or delivery owner Agile, PMP, or SAFe certifications Cloud platforms: AWS, Azure, or GCP Experience building implementation teams or delivery frameworks from scratch What Success Looks Like in This Role Enterprise clients go live on time with stable, compliant integrations Engineering and Product teams are aligned to real customer priorities Escalations are handled quickly and proactively Customer trust increases, not decreases, during stressful go-lives Implementation becomes a competitive advantage, not a bottleneck Why This Role Matters at Steer Health This role directly impacts: Revenue realization Customer retention Product credibility Executive confidence with enterprise clients You will be one of the most trusted execution partners to leadership and customers alike.