Vice President of Client Success

7 days ago

Columbus, United States Intelliguard® Full time

About Intelliguard:

Intelliguard protects patients and hospitals by creating a continuously improving environment of safety around every medication decision through an advanced data platform, interoperable software architecture, and RFID-powered station and cabinets. Ours is a global, data-first company that delivers clinical, supply chain, and regulatory solutions to ensure safety and positive outcomes from supplier to patient.

 

We continue to expand our product lines and deploy groundbreaking solutions that enable safety across the healthcare supply chain. Join our team of engineers, developers, pharmacy professionals, quality control experts, and commercial team associates as we drive toward breakthroughs every day.

 

Ours is a history we’re proud of. And our future is one we look forward to. Come join us



About The Role:

Intelliguard has an excellent opportunity for a Vice President of Client Success to join our team in Columbus, Ohio reporting to the Chief Client Officer. This individual will be responsible for building and leading the Intelliguard client success team.  You will own the client journey from post-sale through renewal and expansion, ensuring that our clients achieve maximum value from our product, remain engaged, are set up for long-term success, and continue to deliver on revenue forecasts. The Vice President of client Success will collaborate with sales, professional services, product, marketing, and client support teams to create a unified client experience that drives satisfaction, retention, and expansion.  You will play a crucial role in shaping the company’s client -centric culture and delivering on our commitment to providing outstanding service at scale.


What You'll Be Doing:

Team Building & Management:

  • Recruit, build, and mentor a high-performing client success team, including field-based Client Success Managers (CSMs) and client excellence leads.
  •   Provide guidance and coaching on handling client escalations, navigating difficult situations, and delivering exceptional service.
  • Develop goals and expectations, including financially based performance objectives.

Client Success Strategy & Operations:

  • Lead the development and execution of the client success strategy, ensuring clients derive maximum value from Intelliguard’s products and services.
  • Oversee the Clinical Advisory Board, client Journey and journey map, industry organization relationships, on-site client experience, and feedback loops.
  • Build and optimize client success processes, workflows, and systems that allow the team to scale efficiently while delivering a high-quality experience.
  • Research, present, gain approval on, and implement best-in-class tools and technologies to enable data-driven decision-making and client success operations.
  • Ensure consistent and effective use of client success platforms (e.g., CRM, CS tools) to track client engagement, health scores, and success milestones.

Client Relationship Management:

  • Develop and maintain strong, long-term relationships with key clients and stakeholders.
  • Serve as the executive sponsor for strategic accounts, ensuring high-level client satisfaction and engagement.
  • Act as a trusted advisor to clients, understanding their needs and ensuring that Intelliguard delivers impactful solutions.

Business Growth & Retention:

  • Work cross-functionally and with leadership team members to establish, track, and ultimately deliver on revenue and performance goals and objectives.
  • Identify opportunities for upselling, cross-selling, and expanding client relationships, working closely with the professional services team to drive revenue growth.

Client Feedback & Continuous Improvement:

  • Lead client feedback initiatives (surveys, interviews, etc.) and translate client insights into actionable improvements.
  • Ensure that client satisfaction data is collected, analyzed, and acted upon in a timely manner to improve service offerings and processes.

We Would Love To Her From You, If:

  • 10+ years of experience in client management, client success, or a related field, with a proven track record of leading client-facing teams in a high-growth environment.
  • Previous experience in a senior leadership role (Director or VP) is highly preferred.
  • Experience in the healthcare technology industry or with similar business models is a plus.
  • Strong leadership and people management skills with the ability to inspire and motivate a cross-functional team.

Why You Should Join Us:

  • Generous Paid Time Off (Vacation, Sick, 10 Holidays, Floating Holiday Time) 
  • Medical, Dental, Vision Plans 
  • 401K with Employer Match 
  • Life/AD&D and Long-Term Disability (LTD) 
  • Flexible Spending Account (FSA) 
  • Voluntary Life/AD&D Optional Plans 
  • Pet Plan 
  • To play a part in helping hospitals and health systems continuously improve the environment of safety around every medication decision 

Other Information:

  • Remote
  • 30% - 40% travel
  • The essential functions of the job are usually performed in an office setting, in an indoor, temperature-controlled environment. The office environment noise level in the work environment is typically low to moderate. While performing the job duties, the employee is regularly required to sit for extended periods, standing and walking intermittently, reach with hands, arms, talk or hear. The employee is required to use office equipment such as a computer, mouse, keyboard, printer
  • The employee may sometimes be required to lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus.
  • *Relocation assistance is NOT available for this role.

The pay range for this role is:

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