Vice President Customer Success - Hybrid/Boston, MA

Job Description

Job Description

Description:

About Brook Inc

Brook Health is a digital health company. Brook offers a set of products and services extending health-care-management beyond the walls of doctors’ offices and into people’s homes and their day-to-day lives. Brook provides people who are living with chronic conditions a highly personalized high-touch support via a smartphone app offering AI tools, data collection through connected devices, and real-time access to health coaches to make smart, daily decisions and to build healthy habits to achieve their long-term health goals. Brook also offers a CDC-approved preventative program for people who are at high risk for diabetes. For primary care providers, Brook offers SaaS tools for continuous remote monitoring, providing insights into their patient’s health needs, enabling a new model of care, and early preventative interventions with our own care delivery team resulting in better health outcomes.Brook offers a dynamic work experience with team members in multiple time zones. We have a fast-paced, user-centric, high-expectation, constantly-improving-ourselves type of culture. Our goal is to change the approach to pre-condition and chronic condition care management, to use technology to support health-care providers in improving patients’ health outcomes.

Job Overview

Brook Health is seeking a dynamic, strategic, and experienced Vice President of Customer Success to lead and scale our Customer Success function. This leader will be responsible for building a high-performing team and defining the systems, strategies, and processes needed to deliver exceptional value to our provider partners. The role is ideal for someone who thrives in fast-paced, high-growth environments and has a deep understanding of the healthcare landscape—particularly provider organizations and clinical workflows.

This position will initially report directly to the CEO and will later transition to report to the Chief Revenue Officer (CRO) as our commercial organization evolves.

Key Responsibilities

• Build and scale a Customer Success organization that is structured, high-impact, and aligned with Brook’s mission and growth goals.
• Develop and retain top-tier talent, fostering a culture of performance, ownership, and innovation.
• Define and manage the provider customer journey, ensuring seamless onboarding, adoption, and ongoing success.
• Drive measurable improvements in customer outcomes, engagement, satisfaction, and expansion.
• Establish scalable systems, tools, and playbooks to support a consistent and repeatable customer success process.
• Act as a strategic partner to provider organizations, integrating Brook’s solutions into clinical workflows and operational systems.
• Serve as a key voice of the customer, driving cross-functional collaboration and informing product and service strategies.
• Represent Customer Success as a member of the broader leadership team, contributing to overall company direction.

Qualifications

• 8+ years in customer success, implementation, or account management, including leadership roles in health tech or digital health startups.
• Deep experience working with provider organizations and understanding the complexity of clinical operations.
• Proven ability to build from scratch in high-growth startup environments.
• Track record of developing scalable, systematic approaches to customer success.
• Exceptional team builder and leader with a passion for coaching and mentorship.
• Comfortable operating strategically and tactically; strong cross-functional collaborator.
• Based in Boston or East Coast preferred; willingness to travel (20–40%).

Skills & Attributes

We seek someone who brings both the energy and scrappiness of a startup leader *and* the credibility and sophistication to engage complex healthcare organizations. This person must be a builder, a systems-thinker, and a team developer. They must also be an advocate for our customers internally and a trusted partner externally.

Why Brook?

• High-Impact Role: Own a core growth channel in a sector of healthtech experiencing rapid growth.
• Mission-Driven: Join a company that’s improving patient outcomes and transforming the way healthcare is delivered.
• Fast-Growing Environment: Thrive in a dynamic, scale-up atmosphere where you’ll have the autonomy to create meaningful change and implement new ideas from day one.
• Cutting-Edge Tech: Work with innovative tools and have the freedom to introduce new solutions, including AI-driven approaches.
• Collaborative Culture: Partner with passionate teams in Marketing, Product, and Clinic Ops to drive measurable results.

Working at Brook

• Fast-paced environment – Brook operates in two of the fastest changing industries in America – Healthcare and Technology. We move quickly to design tools and protocols based on customer and industry feedback. Thriving in an environment of change and continuous improvement is a core competency for all members of our team.
• Dynamic roles - We are a small and tight-knit team enthusiastically tackling difficult problems in an entrenched industry. All team members are expected to contribute to company protocols, provide product feedback and to generally think critically about our processes and care model.
• High expectations - We have big goals for the future. We expect dedication and positive collaboration from all our team to achieve them.

This position is not eligible for relocation or visa sponsorship. Candidates must live within a commuting distance from the office. This is a hybrid role, onsite in the office required weekly and remote.

Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship or any other protected characteristic covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.