VP of Customer Success & Implementation

Remote /
Business, Sales and Operations /
Full-time
Our Mission: VideaHealth is on the mission to improve the lives of billions of people around the globe. We do this by bringing Artificial Intelligence powered solutions to the world of dentistry.  

About Us: Our MIT & Harvard research has shown that dentists miss up to 50% of dental diseases, leading to delayed treatments and significant health risks. We are changing this.  

Spun out of MIT, we are a team of business operators, engineers, AI scientists, and clinicians bringing AI-powered software to dentists and insurances. VideaHealth’s solutions are already used by many leading Dental Chains and Insurers to improve the quality of care through better diagnoses, lower operating costs, and improved patient understanding.  

We are supported by some of the best investors in the world, having raised over $26M in Venture Capital from Tier 1 investors such as Spark Capital (Twitter, SnapChat, SmileDirectClub), Zetta Venture (Kaggle) and Pillar VC (PathAI), as well as  angel investors such as Frederic Kerrest (Co-founder of Okta). Our work has been featured inTechCrunch,Wall Street Journal, and many other outlets. We are looking for ambitious, collaborative, self-starters to join us in making an impact on this world! 

About this Position: The Videa product organization is looking for a VP of Customer Success and Implementation to join a talented and rapidly growing team and grow these functions. This individual will coordinate implementation at key customers and build out the team to do that as the organization scales.
This position is empowered to create change within the organization and for our customers daily, we're excited to work with you on revolutionizing dental care!

Your responsibilities will include:

    • Successfully “close” implementations based on mutually defined criteria between Videahealth and clients.
    • Identify resources needed to build out the customer success and implementation functions, hire your own star-team to scale our customer success operations
    • Establish, maintain, and develop strong relationships with clients at strategic and operational levels.
    • Lead the client through the on-boarding process and act as the clients’ center of gravity on implementations and issue resolution.
    • Act as the Liaison between clients and VideaHealth technical and clinical teams
    • Monitor customer health, anticipate their their needs and coordinate with the rest of the organization to deliver the support and services they need
    • Collect customer product feedback and pass to the VideaHealth product team
    • Hold regular client meetings to discuss progress, issues, mitigations to risks, and introduce development opportunities.
    • Plan, direct and coordinate activities in order to ensure project goals are accomplished within defined scope and on time.
    • Create and execute project work plans and revises as appropriate to meet changing needs and requirements.

Required Experience and Qualifications

    • Minimum 7 years’ experience in customer success and implementation. 
    • Experience with SaaS software products
    • Proven experience in managing customer accounts and leading technology deployment in a medical or dental environment. 
    • Willingness to travel and work on-site on a project basis.
    • Good IT and EDI understanding and capabilities.
    • Excellent interpersonal and communication skills.
    • Passion, initiative, and drive to bring innovative technology to market.
    • Ambitious and result oriented self-starter with initiative and strong drive.

Bonus

    • Existing experience in the dental market - ideally PMS systems, sensors and other technical implementations