Vice President of Customer Success (Boston)

About Avant-garde Health

We are a mission-driven organization that provides health systems, surgery centers, and physicians with comprehensive insight into their surgical care through our software and empowers them to improve their finances and deliver the best care possible to their patients. We integrate sophisticated analytics with deep industry knowledge. Avant-garde started in 2014 from the health care research at Harvard Business School led by Michael Porter and Bob Kaplan. We are thought leaders, and our work has been recognized and featured in publications like the Harvard Business Review and The Wall Street Journal . We are well capitalized and backed by leading VCs, including General Catalyst, Founder Collective, Fulcrum Equity Partners, and Tectonic Ventures.

Position Overvie w

Avant-garde Health is seeking an accomplished and strategic executive to serve as Vice President of Customer Success . Reporting to the Chief Operating Officer, this individual will be responsible for cultivating executive-level relationships across our client base, driving account growth and retention, and ensuring the consistent delivery of value across all engagements.

The ideal candidate will bring a strong track record of client success, deep expertise in the healthcare industry, strong analytical skills, and a demonstrated ability to lead and inspire teams. This role is highly cross-functional, requiring strong collaboration with Product, Data, and Sales teams to enhance customer engagement and scale our impact across a growing client portfolio.

Key Responsibilities

• Serve as the executive sponsor for key client relationships, building trusted partnerships with C-suite and senior leadership at leading healthcare institutions.
• Drive strategic account planning, focusing on value realization, revenue expansion, and long-term partnership growth.
• Lead and mentor a high-performing team of Directors and Customer Success Managers, providing strategic oversight, coaching, and professional development.
• Guide the development of client-facing deliverables to ensure analytical rigor, clarity, and strategic relevance.
• Collaborate with Product, Sales, and Data teams to ensure alignment on customer priorities, feature development, and engagement strategy.
• Lead initiatives to enhance client onboarding, retention, and performance metrics across the portfolio.
• Represent the customer voice in internal strategic planning, contributing to roadmap development and operational refinement.
• Travel approximately 25% to engage directly with client executives and strengthen relationships through in-person collaboration.

Qualifications

• Graduate degree preferred (MBA, MHA, MPH, or equivalent).
• Minimum of 15 years of healthcare experience in healthcare delivery, health IT, consulting, or a related field, with at least 5 years in a customer success or executive-facing role.
• Demonstrated success in leading high-impact teams and managing complex client relationships at the executive level, preferably in large hospital organizations.
• Exceptional communication, interpersonal, and stakeholder management skills, with the ability to influence at all organizational levels.
• Strong analytical skills with high proficiency in Excel; capable of reviewing and refining complex data to support strategic client decisions.
• Familiarity with CRM systems (e.g., HubSpot, Salesforce) and experience supporting commercial growth initiatives.
• Skilled in drafting and negotiating client agreements and scopes of work.
• Previous experience in sales and account management is a plus.
• Highly adaptable, with the ability to thrive in a fast-paced, growth-stage environment and contribute meaningfully to organizational strategy.