Vice President of Customer Success

About Brellium

Brellium's mission is a big one – to improve the standard of care across the US healthcare system. We’ve built AI-powered technology that helps healthcare providers deliver safer, higher-quality care - starting with the first real-time medical review platform built to fix clinical and compliance risks before they impact patients.

Each year, 1 in 20 people in the U.S. experiences a medical diagnostic or compliance-related mistake. Most providers lack the time, staffing, and tools to mitigate these issues - so they go unnoticed, impacting care quality and increasing clinical and financial risk.

Brellium is building the AI-powered platform that helps providers deliver safer, more consistent care by mitigating risk early and aligning patient visits with clinical best practices. Our goal is to give every provider in the U.S. the tools to deliver clinically excellent, data-driven care - at scale.

Brellium was founded in 2021. Since then, we’ve grown to serve over 250,000 providers across all 50 states who use Brellium to take better care of their patients and ensure data-driven, compliant care. We’re a Series A company with over $16MM in funding from First Round Capital, Left Lane Capital, and Menlo Ventures.

VP of Customer Success

We’re looking for a passionate VP of Customer Success to lead and scale Brellium’s customer-facing functions across Implementation, Customer Success, and Support.

Our customers are at the core of Brellium’s mission to improve the standard of care across the US healthcare system. As VP of CS, you will own the full customer lifecycle — from onboarding and implementation, to adoption, expansion, and ongoing support. You’ll be responsible for building the strategy, processes, and team that ensure every Brellium customer sees clear ROI and long-term success on our platform.

If you are excited about scaling a mission-driven SaaS company, building and mentoring high-performing CS organizations, and partnering cross-functionally to drive retention and expansion, this is the role for you.

What you’ll do at Brellium

• Build and lead a world-class Customer Success organization spanning Implementation, Customer Success, and Support.

• Define and execute strategies to drive adoption, retention, and expansion, ensuring customers realize maximum value from Brellium.

• Design scalable onboarding and implementation programs that shorten time-to-value and set customers up for long-term success.

• Partner with Product, Engineering, and Sales leadership to ensure customer feedback directly informs roadmap, delivery, and growth strategy.

• Establish processes, playbooks, and metrics across the customer journey, driving accountability for NRR, GRR, and customer satisfaction.

• Hire, coach, and develop high-performing CS, Implementation, and Support teams, building career paths and strong leadership layers.

• Create scalable escalation and support systems that ensure fast resolution and a consistently excellent customer experience.

You’ll be great for this role if you have

• 10+ years in Customer Success/Services/Support, with 3+ years in a senior leadership role at high-growth B2B SaaS companies (Series A → C+).

• Proven track record of owning NRR/GRR, customer health, time to value, and expansion metrics at scale.

• Experience building and scaling Implementation, Customer Success, and Support functions — including playbooks, systems, and processes — in fast-growth SaaS.

• Ability to design and execute customer strategies that drive measurable outcomes: retention, expansion, and customer advocacy.

• Skilled at cross-functional leadership: partnering with Product, Sales, and Engineering to ensure customer outcomes and product alignment.

• Strong operator with experience setting up metrics dashboards, forecasting retention/expansion, and building data-driven decision making into CS.

• Inspirational leader with experience hiring, developing, and scaling CS/Support teams; known for building culture and retaining talent.

We are committed to offering a comprehensive and competitive total rewards package, including robust health benefits, commuter benefits, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

Benefits offered include:

• 401(k) Retirement Savings Plan

• Equity Compensation

• Dinner Provided via DoorDash & stocked kitchen for NY employees

• Medical, Dental, and Vision coverage

• HSA / FSA

• 11 paid holidays each year

• Unlimited PTO

• Training and professional development

• Hybrid Work Schedule (4 days onsite, 3 if located > 1 hour away)

What it means to be "One of Us"

Bias to Action: Brellium teammates do not wait to make reversible decisions or seek unnecessary approval. We quickly decide and move forward. If the decision was incorrect, we quickly reverse it and move forward.

Thinks for themselves: Brellium teammates do not take things at face value. We ask "why" until base truth is reached. If a better solution is present, Brellium teammates use it, regardless of status quo.

Negative Maintenance: The opposite of high maintenance isn’t low maintenance - it’s negative maintenance. Brellium teammates are poised under pressure, self-motivated, self-improving, self-disciplined, self-aware, and non-defensive.

Expect Excellence: We hold ourselves to exceptionally high and continuously rising standards. We strive for thoughtfulness in our decision making, and for speed and quality in our execution. We acknowledge trade-offs and communicate proactively.

Communicate with Clarity: Brellium teammates communicate concisely, directly, and purposefully. We optimize for ensuring our points are easily understood the first time.

We are aware of fraudulent job offers claiming to be from Brellium. All legitimate communication comes from brellium.com, or [email protected], and we will never ask for money or sensitive personal information as part of our hiring process. If there are any questions please direct them to [email protected]