Vice President of Customer Success

About Brellium

Brelliums mission is a big one to improve the standard of care across the US healthcare system. Weve built AI-powered technology that helps healthcare providers deliver safer higher-quality care - starting with the first real-time medical review platform built to fix clinical and compliance risks before they impact patients.

Each year 1 in 20 people in the U.S. experiences a medical diagnostic or compliance-related mistake. Most providers lack the time staffing and tools to mitigate these issues - so they go unnoticed impacting care quality and increasing clinical and financial risk.

Brellium is building the AI-powered platform that helps providers deliver safer more consistent care by mitigating risk early and aligning patient visits with clinical best practices. Our goal is to give every provider in the U.S. the tools to deliver clinically excellent data-driven care - at scale.

Brellium was founded in 2021. Since then weve grown to serve over 250000 providers across all 50 states who use Brellium to take better care of their patients and ensure data-driven compliant care. Were a Series A company with over $16MM in funding from First Round Capital Left Lane Capital and Menlo Ventures.

VP of Customer Success

Were looking for a passionate VP of Customer Success to lead and scale Brelliums customer-facing functions across Implementation Customer Success and Support.

Our customers are at the core of Brelliums mission to improve the standard of care across the US healthcare system. As VP of CS you will own the full customer lifecycle from onboarding and implementation to adoption expansion and ongoing support. Youll be responsible for building the strategy processes and team that ensure every Brellium customer sees clear ROI and long-term success on our platform.

If you are excited about scaling a mission-driven SaaS company building and mentoring high-performing CS organizations and partnering cross-functionally to drive retention and expansion this is the role for you.

What youll do at Brellium

Build and lead a world-class Customer Success organization spanning Implementation Customer Success and Support.

Define and execute strategies to drive adoption retention and expansion ensuring customers realize maximum value from Brellium.

Design scalable onboarding and implementation programs that shorten time-to-value and set customers up for long-term success.

Partner with Product Engineering and Sales leadership to ensure customer feedback directly informs roadmap delivery and growth strategy.

Establish processes playbooks and metrics across the customer journey driving accountability for NRR GRR and customer satisfaction.

Hire coach and develop high-performing CS Implementation and Support teams building career paths and strong leadership layers.

Create scalable escalation and support systems that ensure fast resolution and a consistently excellent customer experience.

Youll be great for this role if you have

10 years in Customer Success / Services / Support with 3 years in a senior leadership role at high-growth B2B SaaS companies (Series A C).

Proven track record of owning NRR / GRR customer health time to value and expansion metrics at scale.

Experience building and scaling Implementation Customer Success and Support functions including playbooks systems and processes in fast-growth SaaS.

Ability to design and execute customer strategies that drive measurable outcomes : retention expansion and customer advocacy.

Skilled at cross-functional leadership : partnering with Product Sales and Engineering to ensure customer outcomes and product alignment.

Strong operator with experience setting up metrics dashboards forecasting retention / expansion and building data-driven decision making into CS.

Inspirational leader with experience hiring developing and scaling CS / Support teams; known for building culture and retaining talent.

We are committed to offering a comprehensive and competitive total rewards package including robust health benefits commuter benefits and meaningful ownership opportunities through equity. Compensation decisions are made holistically ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

Benefits offered include :

401(k) Retirement Savings Plan

Equity Compensation

Dinner Provided via DoorDash & stocked kitchen for NY employees

Medical Dental and Vision coverage

HSA / FSA

11 paid holidays each year

Unlimited PTO

Training and professional development

Hybrid Work Schedule (4 days onsite 3 if located >

1 hour away)

What it means to be One of Us

Bias to Action : Brellium teammates do not wait to make reversible decisions or seek unnecessary approval. We quickly decide and move forward. If the decision was incorrect we quickly reverse it and move forward.

Thinks for themselves : Brellium teammates do not take things at face value. We ask why until base truth is reached. If a better solution is present Brellium teammates use it regardless of status quo.

Negative Maintenance : The opposite of high maintenance isnt low maintenance - its negative maintenance. Brellium teammates are poised under pressure self-motivated self-improving self-disciplined self-aware and non-defensive.

Expect Excellence : We hold ourselves to exceptionally high and continuously rising standards. We strive for thoughtfulness in our decision making and for speed and quality in our execution. We acknowledge trade-offs and communicate proactively.

Communicate with Clarity : Brellium teammates communicate concisely directly and purposefully. We optimize for ensuring our points are easily understood the first time.

We are aware of fraudulent job offers claiming to be from Brellium. All legitimate communication comes from or and we will never ask for money or sensitive personal information as part of our hiring process. If there are any questions please direct them to

Required Experience :

Exec

Key Skills

Change Management,Financial Services,Growing Experience,Managed Care,Management Experience,Analysis Skills,Senior Leadership,Performance Management,Process Management,Leadership Experience,negotiation,Analytics

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 240 - 300