Vice President of Customer Growth
PatientIQ • Chicago, Illinois, United States
Posted: June 30, 2026
Job Description
ABOUT US
PatientIQ is the leading outcomes intelligence platform for healthcare — purpose-built to help health systems, specialty practices, medical device companies, and medical societies collect, analyze, and act on patient-reported outcomes data at scale. Our platform — ClinicalPRO, ResearchPRO, and DataPRO — powers clinical research, post-market surveillance, registry management, and value-based care programs across hundreds of provider organizations and some of the largest device manufacturers in the world.
ABOUT THE ROLE
PatientIQ is hiring its 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 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.
ROLE RESPONSIBILITIES
- Own the full NRR and expansion ARR targets for PatientIQ — 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.
IDEAL QUALIFICATIONS
- 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.
- Ability to travel up to 50%
Additional Content
ABOUT US
PatientIQ is the leading outcomes intelligence platform for healthcare — purpose-built to help health systems, specialty practices, medical device companies, and medical societies collect, analyze, and act on patient-reported outcomes data at scale. Our platform — ClinicalPRO, ResearchPRO, and DataPRO — powers clinical research, post-market surveillance, registry management, and value-based care programs across hundreds of provider organizations and some of the largest device manufacturers in the world.
ABOUT THE ROLE
PatientIQ is hiring its 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 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.
ROLE RESPONSIBILITIES
- Own the full NRR and expansion ARR targets for PatientIQ — 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.
IDEAL QUALIFICATIONS
- 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.
- Ability to travel up to 50%