Head of Customer Success (Vice President)

Pronunciation: a:rine [uh-reen]. Noun: Arine is a name of Basque origin meaning "light." Arine illuminates the possibilities with medication management to deliver comprehensive economic and health outcomes.

Based in San Francisco, Arine is a rapidly growing healthcare technology and clinical services company with a mission to ensure individuals receive the safest and most effective treatments for their unique and evolving healthcare needs.

Frequently, medications cause more harm than good. Incorrect drugs and doses costs the US healthcare system over $528 billion in waste, avoidable harm, and hospitalizations each year. Arine is redefining what excellent healthcare looks like by solving these issues through our software platform (SaaS). We combine cutting edge data science, machine learning, AI, and deep clinical expertise to introduce a patient-centric view to medication management, and develop and deliver personalized care plans on a massive scale for patients and their care teams.

Arine is committed to improving the lives and health of complex patients that have an outsized impact on healthcare costs and have traditionally been difficult to identify and address. These patients face numerous challenges including complicated prescribing issues across multiple medications and providers, medication challenges with many chronic diseases, and patient issues with access to care. Backed by leading healthcare investors and collaborating with top healthcare organizations and providers, we deliver recommendations and facilitate clinical interventions that lead to significant, measurable health improvements for patients and cost savings for customers.

Why is Arine a Great Place to Work?:

Outstanding Team and Culture - Our shared mission unites and motivates us to do our best work. We have a relentless passion and commitment to the innovation required to be the market leader in medication intelligence.

Making a Proven Difference in Healthcare - We are saving patient lives, and enabling individuals to experience improved health outcomes, including significant reductions in hospitalizations and cost of care.

Market Opportunity - Arine is backed by leading healthcare investors and was founded to tackle one of the largest healthcare problems today. Non-optimized medications therapies which cost the US 275,000 lives and $528 billion annually.

Dramatic Growth - Arine is managing more than 18 million lives across prominent health plans after only 4 years in the market, and was ranked 236 on the 2024 Inc. 5000 list and was named the 5th fastest-growing company in the AI category.

The Role:

We are seeking a transformational Vice President, Head of Customer Success to architect and lead a world-class client organization that fuels long-term retention, meaningful expansion, and exceptional client advocacy across our base of health plans, PBMs, and risk-bearing provider organizations. Reporting to the Chief Commercial Officer and serving on the Commercial leadership team, this leader will champion a culture of customer-centricity, transparency, and continuous improvement - shaping the strategy, operating model, and performance culture that ensures every client achieves measurable clinical, quality, and financial value, and that their members see real improvements in health.

This is both a builder''s role and a steward''s role. As we scale rapidly, you will build and grow the team, processes, and playbooks required to support a fast-growing book of business, while personally serving as a trusted advisor to our most senior client stakeholders. You will be the internal champion for the voice of the customer alongside Sales - the connective tissue across Product, Clinical, and Operations - and the external face of the company to the executives who renew, expand, and advocate for our partnership.

The ideal candidate has led or transformed a customer success organization at a scaled, high-growth company, understands the healthcare landscape and the economics our clients are accountable to, and has a proven track record of building high-performing teams that drive retention and growth.

Role Overview

As VP, Head of Customer Success, you will be accountable for the client value lifecycle - onboarding, adoption, outcomes realization, ongoing engagement, and advocacy - across all clients and partners. Specifically, you will:

• Build and own the Customer Success strategy and organization, aligned to our growth, profitability, and market-differentiation goals
• Drive the client health, value realization, and member outcomes that underpin retention and fuel expansion across the base
• Build and scale a high-performing organization that delivers operational excellence, predictability, and client-centric execution
• Represent the client voice at the executive table, ensuring client outcomes, feedback, and health metrics drive decision-making and continuous improvement

Operating model: Sales owns renewals and is the primary owner of expansion. Customer Success owns the client health, value realization, adoption, and member outcomes that drive both - surfacing and de-risking renewals for Sales, and developing the expansion opportunities Sales closes.

What You'll be Doing:

Strategic Leadership & Vision

• Define and own the client success strategy across the existing client base, aligned with company growth and profitability goals
• Develop and refine an enterprise-wide client engagement model grounded in segmentation, health scoring, predictive intelligence, and value frameworks
• Serve as a strategic partner - the connective tissue - across Sales, Product, Clinical, Operations, Marketing, and Finance to deliver a seamless client experience, translating insights into product, process, and book of business improvements
• Build client advocacy programs, a referenceable customer base, and client advisory forums. Act as the internal champion for client needs, translating them into strategic imperatives

Client Health, Value Realization & Growth

• Own client health and value realization as the foundation of retention: build a rigorous framework that quantifies the clinical, financial, and engagement outcomes clients are measured on - quality ratings, total cost of care, adherence, and member health - and makes that value visible to client executives
• Proactively surface and mitigate churn risk, escalating early and partnering closely with Sales to secure every renewal and protect the base
• Identify and develop expansion, upsell, and cross-sell opportunities within the existing base, handing qualified opportunities to Sales as the Quota owner. Customer Success is side-comped on expansion as a shared goal
• Drive the operational excellence and profitability of the function

Client Lifecycle & Member Engagement

• Define the client journey framework - onboarding, adoption, growth, renewal in partnership with the Client Delivery team - with tailored, segment-specific engagement models, and serve as a key owner of each client relationship and one of the primary faces of the company to its executives
• Oversee a strategic onboarding and launch experience that accelerates time-to-value, in close partnership with Client Delivery, including the operational rigor (eligibility, data flows, launch readiness) that keeps programs running smoothly from launch through renewal
• Drive member-level engagement, enrollment, and outcomes in partnership with internal delivery teams - the ultimate proof of value our clients buy - and connect those results back to client retention and expansion
• Establish predictable, outcome-driven executive business review (EBR/QBR) frameworks tailored to senior healthcare buyers, connecting platform performance to the outcomes clients care about most
• Monitor client health (health scores, NPS/CSAT, adoption and usage metrics) and intervene proactively to maximize lifetime value

Partner & Channel Success

• Where relevant, build and scale a partner success model that enables payer and distribution partners to drive awareness, adoption, retention, and client satisfaction, with partners aligned to shared retention and health goals

Operational Excellence & Team Leadership

• Recruit, develop, and scale a high-performing Customer Success organization spanning managers and individual contributors
• Define team structure, hiring strategy, competencies, KPIs, and career paths to ensure a motivated, accountable, and client-centric organization
• Develop the best practices and playbooks that make outcomes repeatable as the team scales
• Drive adoption of the tools and processes (e.g., customer success platform, CRM, analytics) that enable automation, efficiency, and consistency at scale

Executive & Board-Grade Reporting

• Partner with the CCO to establish and own the leading indicators of retention and growth - client health, adoption, CSAT/NPS, time-to-value, and member engagement - and report transparently on how they translate into renewal and expansion performance (owned jointly with Sales)
• Build dashboards that give forward-looking insight into client health and at-risk revenue, and a clear point of view on where to invest to protect the base and improve outcomes

What Success Looks Like

In the first 6 months, this leader will have:

• Meaningfully improved renewal predictability and expansion contribution by raising client health and demonstrated value - in partnership with Sales, who owns the renewal and expansion close
• Implemented a scalable client journey and health-scoring system that reduces reactive client management and surfaces risk early
• Built executive-level relationships across the most strategic clients, becoming a trusted advisor at the C-suite, clinical, quality, and pharmacy levels
• Demonstrably improved member engagement and outcomes across the client base
• Established Customer Success as a core part of the company''s competitive differentiation
• Built a high-performing team that embodies operational rigor and client advocacy

Who You Are and What You Bring:

• 12+ years of leadership experience in client success, customer success, strategic accounts, or post-sales leadership in a high-growth technology or digital health environment, including significant time at a senior/executive level
• Demonstrated experience scaling or transforming a Customer Success organization at a more scaled, high-growth company, operating with the processes, rigor, and complexity that come with scale
• Proven ability to materially improve client health, gross retention, and expansion outcomes - driving the value realization and risk mitigation that underpin renewals owned by Sales - with specific, measurable results
• Experience building and leading teams of meaningful size - hiring, developing, and retaining managers and individual contributors through a period of growth
• Working knowledge of the healthcare ecosystem - payers, providers, value-based care, and the quality and cost dynamics clients are accountable to. Direct experience serving health plans, PBMs, or risk-bearing providers strongly preferred
• A track record as a trusted advisor to senior client stakeholders, able to communicate product value and translate client goals into measurable outcomes
• Experience operating in a model where Customer Success partners with a separate Sales/Renewals function - able to drive retention and expansion through influence, value, and tight cross-functional partnership
• Strong ability to think strategically and operationally: define vision, build scalable processes, then execute, measure, and iterate
• Strong financial acumen; able to forecast client health, at-risk revenue, and expansion potential with accuracy
• Executive-level presence and communication, with the ability to influence across C-suite stakeholders
• A data-driven mindset and comfort with customer success platforms, CRM, and analytics tooling to track health, risk, and growth
• Excellent people-leadership skills, with the ability to recruit, coach, and develop a high-performing team and build culture
• A mission-driven mindset and genuine affinity for healthcare and improving member outcomes

Attributes That Define Success Here

• Emotional intelligence - reading and responding to client and team dynamics in everyone''s best interest
• Problem solving - acting creatively in response to challenges both in and out of your control
• Drive - a proactive posture that stays a step ahead of client and company needs
• Judgment - a keen sense for decision-making and prioritization under ambiguity
• Teamwork - taking pride in collaboration and outcomes achieved together
• Grit - enjoys diving in and building net-new processes and systems

Remote Work Requirements:

• An established private work area that ensures information privacy
• Reliable internet capable of low latency with the ability to carry video and voice calls without breaking up
• This role is remote, but you will be required to come to on-site meetings multiple times per year. This may be during the interview process, onboarding, and for team meetings

Travel:

• Travel up to 30%

Perks:

Joining Arine offers you a dynamic role and the opportunity to contribute to the company''s growth and shape its future. You''ll have unparalleled learning and growth prospects, collaborating closely with experienced Clinicians, Engineers, Software Architects, and Digital Health Entrepreneurs.

The posted range represents the expected salary for this position and does not include any other potential components of the compensation package, benefits, and perks. Ultimately, the final pay decision will consider factors such as your experience, job level, location, and other relevant job-related criteria. The salary range for this position is: $230,000-250,000/year.

Job Requirements:

• Ability to pass a background check
• Must live in and be eligible to work in the United States

Information Security Roles and Responsibilities:

All staff at Arine are expected to be part of its Information Security Management Program and undergo periodic training on Information Security Awareness and HIPAA guidelines. Each user is responsible to maintain a secure working environment and follow all policies and procedures. Upon hire, each person is assigned and must complete trainings before access is granted for their specific role within Arine.

Check our website at https://www.arine.io. This is a unique opportunity to join a growing start-up revolutionizing the healthcare industry!

Arine is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all employees are treated with fairness and respect. We do not discriminate on the basis of race, ethnicity, color, religion, gender, sexual orientation, age, disability, or any other legally protected status. Our hiring decisions and employment practices are based solely on qualifications, merit, and business needs. We encourage individuals from all backgrounds to apply and join us in our mission.

For security purposes, official communications from Arine will only come from @arine.io email addresses or through our authorized platforms, including Rippling, TurboCheck, Jobma, and Checkr. If you receive a message claiming to be from Arine through another source, or if you have concerns about its authenticity, please contact us before sharing personal information or taking any action. We will never request payment or sensitive personal information (copy of government-issued ID, social security number, bank details, etc.) during the recruiting process.

Note to Recruitment Agencies: We appreciate your interest in finding talent for Arine, but please be advised that we do not accept unsolicited resumes from recruitment agencies. All resumes submitted to Arine without a prior written agreement in place will be considered property of Arine, and no fee will be paid in the event of a hire. Thank you for your understanding.