Vice President of Customer Success

Wisedocs is on a mission to make it easy and accessible for any company in the insurance, legal and medical space to understand medical documents quickly using AI (Artificial Intelligence). Every week, we process hundreds of thousands of pages of documents, saving our customers hours and hours of manual processing time, and helping them process medical claims much more quickly. 

We are searching for our first Vice President of Customer Success to join our Executive Leadership Team. This is a high impact role, and plays a critical role in ensuring customer satisfaction, retention, and expansion.  

This position involves overseeing the continued growth of our Customer Success team. This team is responsible for the implementation, success, growth, and support of our customers. You will be a key driver of sustainable revenue and long-term success by effectively managing the customer journey, leading a high-performance team, and collaborating across departments.  You will lead, mentor, and coach our fearlessly capable and passionate team.  

Beyond this, you will work cross functionally with our GTM, Operations, Product, and Leadership teams to ensure we are continuously delivering against customer and business requirements.  

The ideal candidate has a deep understanding of supporting Enterprise Customers You have strong industry expertise and understand the role of medical records in the claims lifecycle and are excited by the opportunity to make an impact in this critical role.  

The role is open for both Canada and US based candidates. This role is hybrid if based in Ontario, Canada.

Travel Requirement: > 10%

Key Responsibilities: 

1. Develop and Execute Customer Success Strategy    

• Define the Customer Journey: Map out the ideal customer journey from onboarding to renewal and beyond, identifying key touchpoints and milestones.    

• Set Objectives and KPIs: Establish clear goals for the customer success organization and define key performance indicators (KPIs) to track progress towards these goals.    

• Build a Scalable Framework: Create processes and systems that can support rapid growth, ensuring consistent and efficient customer support.    

2. Lead and Manage the Customer Success Team    

• Hire and Train: Recruit, onboard, and train a high-performing team of customer success managers (CSMs), Support Specialists and the Implementation team.  

• Set Performance Standards: Establish clear expectations and performance metrics for your team providing regular feedback and coaching.    

3. Drive Customer Retention and Expansion 

• Reduce Churn: Proactively identify and address at-risk customers, implementing strategies to improve retention rates.    

• Increase Product Adoption: Encourage customers to fully utilize the product's features and functionalities, driving greater value realization.    

• Promote Upselling and Cross-selling: Identify opportunities to expand customer accounts by offering relevant upgrades and additional services.    

4. Collaborate with Other Departments 

• Sales and Marketing: Work closely with sales and marketing teams to ensure a smooth transition from lead to customer and to align on customer segmentation and targeting.    

• Executive Leadership: Represent the Customer Success organization at all ELT, SLT and Board level meetings.  

• Product Development: Provide feedback from customers to the product team, influencing product roadmap and improvements.    

• Finance: Collaborate on pricing strategies and customer lifetime value calculations.    

5. Ownership over Customer Success Stack and Data  

• Tool Management: Implement tools and technologies to track customer health, automate tasks, and gain insights into customer behavior.    

• Analyze Data: Monitor key metrics and analyze customer data to identify trends, predict churn, and measure the effectiveness of customer success initiatives.    

6. Champion Customer Advocacy 

• Be the Voice of the Customer: Advocate for customer needs and priorities within the company, ensuring a customer-centric approach.    

• Build a community: Foster a sense of community among customers, providing opportunities for them to connect and share best practices.    

Ideal Candidate: 

• 10+ years of experience in customer-facing roles, with at least 5 years in leadership positions within Customer Success.  

• Experience in Large Enterprise B2B SaaS is required. You have lead a team that have overseen and grown significant revenue. Ideally, you have experience in Insurance or Legal Tech.  

• A proven track record of building and scaling customer success teams, and demonstrably improving key metrics like retention, expansion, and customer satisfaction.   

• Deep understanding of the SaaS business model, recurring revenue streams, and customer lifecycle management. 

• Exceptional ability to lead, inspire, and mentor high-performing teams 

• Strong analytical skills with the ability to interpret customer data, identify trends, and extract actionable insights 

• Passion for Customer Success: A genuine desire to help customers succeed and a deep understanding of their needs. 

• The ability to thrive in a fast-paced, dynamic environment. We are a startup, we expect you to operate as a builder and lean into the opportunities that come with this.  

• Excellent communication skills to connect with all layers within the organization including Executive Leadership Team and the Board of Investors.  

• Extreme ownership: you find a problem; you bring the solution to the finish line. A proactive approach to identifying and solving customer challenges, with a willingness to experiment and implement new ideas.   

Flexible Work at Wisedocs 

We embraces a hybrid work approach, offering employees the flexibility to divide their time between a remote location and our vibrant downtown Toronto office. Generally, our teams are in office 2-3 times per week. We strive to create the perfect blend of in-person collaboration and individual flexibility, ensuring our team members thrive in a supportive and productive environment. 

What we offer 

• Modern employee benefits, including health and dental coverage
• Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly. 
• An opportunity to develop very rapidly in your career. We can offer you a super-immersive learning environment, and you thrive there you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose. 
• Access to a learning and professional development fund to help you level up your career while you’re working with us. We hope to be an incredible step up for your career if you decide to come and work with us. 
• Company events 
• Generous Paid Time Off
• Paid Sick Days
• Employee Referral Bonus 
• Tuition Assistance 
• Plus many other Recognition Programs! 

Join our team and be part of a company committed to making a positive impact on the InsurTech and HealthTech industries.

*Wisedocs AI is an equal opportunity employer and are committed to providing employment accommodation in accordance with AODA. If you require an accommodation, please notify us and we will work with you to meet your needs.