Vice President, Customer Success
Arbital Health is a rapidly growing healthcare technology and actuarial leader that centralizes, measures, and adjudicates value-based care contracts at scale. We enable payers and providers to design, measure, and execute value-based agreements with greater transparency, efficiency, and financial predictability.
We invest in hiring high potential and humble individuals who thrive in fast-paced environments and can rapidly grow their responsibilities as we continue to accelerate our growth.
We were co-founded by Brian Overstreet and Travis May (founder & former CEO of LiveRamp and Datavant, the two biggest data companies of the last 20 years), and are backed by Transformation Capital, Valtruis and other leading investors. In our first 2 years, Arbital Health has established itself as a trusted partner for over 40 payers, providers, and other stakeholders looking to navigate the complexities of risk-based contracting.
The VP of Customer Success is a senior leadership role responsible for the overall health, retention, and growth of Arbital Health ’s client portfolio. Reporting to the C-suite, this leader will build, manage, and scale the Customer Success organization—including Directors of Client Success and their teams—to deliver world-class outcomes for payers, providers, and other value-based care stakeholders.
This leader will own the strategy and execution of Arbital’s post-sale client experience, driving Annual Recurring Revenue (ARR) retention and expansion while institutionalizing scalable processes, infrastructure, and a high-performing team capable of supporting rapid company growth.
Key Objectives
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Own and grow ARR across the entire client portfolio through disciplined retention and expansion strategies.
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Build, lead, and develop the Customer Success team, including Director-level leaders and individual contributors.
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Define and execute a scalable Customer Success strategy aligned to Arbital’s growth trajectory and product roadmap.
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Partner cross-functionally with Sales, Product, and Delivery to create a seamless client experience from contract through renewal.
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Establish a company-wide Voice of Customer program that systematically informs product development and strategic priorities.
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Own Customer Success forecast, renewal pipeline, expansion forecast, and retention metrics as part of the company's overall revenue plan.
Core Responsibilities
Team Leadership & Organizational Development
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Recruit, hire, and develop a world-class Customer Success team including Directors of Client Success and their reports. Define team structure, roles, and career paths to support current needs and future growth
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Coach and mentor Director-level leaders, fostering a culture of accountability, client focus, and continuous improvement. Establish performance metrics and OKRs for the CS organization, holding the team accountable to outcomes.
Portfolio Retention, Risk Management & Expansion
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Own net revenue retention (NRR) and gross revenue retention (GRR) across the full client portfolio
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Establish executive-level relationships with strategic accounts to deepen partnerships and identify expansion opportunities. Personally serve as Executive Sponsor for Arbital's largest and most strategic customer relationships.
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Oversee portfolio-level health scoring and risk identification, intervening proactively on at-risk accounts
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Partner with Sales leadership to align on renewal and upsell strategy, pipeline, and go-to-market motions
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Drive expansion across new markets, use cases, and buyer personas within existing accounts.
Strategy, Operations & Scalable Infrastructure
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Design and implement the end-to-end Customer Success operating model: processes, playbooks, tooling, and reporting.
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Define and track key CS metrics (NRR, GRR, CSAT, time-to-value, adoption) and present regular business reviews to the executive team.
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Oversee onboarding, implementation, training, and enablement progr