VP of Customer Growth

**ABOUT US** HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan. We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses. **OUR CLIENT** Location: Chicago, IL HQ Industry: Healthcare Technology (SaaS) Company Size: 100+ What They Do: Our client is a cloud-based software platform and patient engagement technology that automates the collection of patient reported outcomes. It also offers procedure-specific education modules to help prepare patients for treatments and proactively monitors their recovery. *Contact HirexHire for more client information* **THE ROLE** Our client is hiring their first VP of Customer Growth — a revenue-generating commercial leader who will own net revenue retention, expansion ARR, and the strategic account program across our client's full customer base. This is not a traditional CS role. The VP Customer Growth carries expansion quota, builds a CS-as-revenue model, and leads a team that includes Customer Success-Enterprise, Outcomes Research & Registries, and Customer Success-Specialty Practice. The incoming leader will inherit a strong team, a clear structure, and a commercially ambitious mandate: grow NRR to 120%+ while protecting and expanding relationships with some of the most consequential health systems and specialty practices in the country. **WHAT YOU WILL DO** - Own the full NRR and expansion ARR targets for our client— the primary commercial metric for this role. - Lead three teams: CS Enterprise (health systems, new strategic partners), CS Specialty Practice (specialty practices), and Outcomes Research & Registries (Provider, MedTech, Societies). - Carry and manage personal expansion quota; build and administer CSM-level expansion incentive plans tied to ARR growth. - Own the Strategic Account Program for named accounts — executive relationship management, multi-year expansion planning, and EBR cadence. - Build the CS-as-revenue operating model: playbooks, tooling, metrics, and team structure that treats CS as a growth engine, not a cost center. - Partner with the VP Provider Sales in a commercial pod model — aligned coverage of Enterprise and Specialty accounts from sale through expansion. - Drive the Enterprise/Specialty Practice bifurcation to full execution: differentiated service models, CSM ratios, and segment-specific expansion plays. - Develop and retain a high-performing team — coaching (CS Enterprise), (CS Specialty), and (Outcomes Research & Registries). - Oversee FY2027 headcount plan and capacity modeling. **WHAT YOU WILL NEED** - 8+ years in Customer Success, Account Management, or commercial CS leadership in B2B SaaS or health technology. - Proven track record carrying and exceeding expansion quota — you have personally owned NRR targets, not just supported them. - Experience building CS-as-revenue models: CSM incentive design, expansion playbooks, and tech-touch at scale. - Health system or clinical technology account management experience — you understand how health systems buy, renew, and expand. - Led teams of 10+ including CS Directors or senior individual contributors. - Demonstrated ability to grow NRR from 120%+ in a prior role. - Dual-track model experience: Enterprise and Specialty simultaneously, with differentiated service approaches. - HubSpot CRM fluency; data-driven approach to account health and expansion forecasting. **WHAT OUR CLIENT OFFERS YOU** Our client was selected as one of the top 50 "Best Small Companies to Work For in Chicago"…