Vice President - Client Experience

ProviderTrust Summary
ProviderTrust was founded in 2010 with a mission to create safer healthcare for everyone through OIG and state Medicaid exclusion monitoring. Today, the organization has developed the industry’s most accurate dataset for ongoing exclusion monitoring and primary source verification, serving the nation’s top health systems, payers, and healthcare organizations. Our solutions monitor employees, vendors, provider networks, licenses, credentials, and more for OIG and state Medicaid exclusions, sanctions or disciplinary actions, license expirations, or suspensions. With a team of 100+ employees, our Nashville-based company has consistently been recognized as one of the Best Places to Work by Modern Healthcare, Inc. Magazine, and the Nashville Business Journal. To learn more, visit [providertrust.com]

The Opportunity
ProviderTrust is seeking a strategic, operationally excellent Vice President, Client Experience to design and lead an exceptional end-to-end client experience, from onboarding through adoption, service, engagement, retention, and renewal. You will lead Client Care and Client Services under one operating model with clear ownership, rapid resolution, and proactive communication.

Your first major priority is guiding clients through our platform evolution and migration to our flagship product while protecting satisfaction, adoption, and retention.

This is a client-facing leadership role. You will spend most of your time with clients and the teams who serve them, not in internal meetings: visiting health system and payer executives, hearing their challenges firsthand, and bringing what you learn back to ProviderTrust. The right leader combines client insight, commercial judgment, and operational discipline, and uses AI to strengthen human expertise.

Responsibilities

Key Accountabilities
Build and execute the client experience strategy

• Define a strategy tied to retention, adoption, expansion, and lifetime value, with measurable annual plans and quarterly priorities.
• Set standards, KPIs, service expectations, and escalation paths across Client Care and Client Services.

Design a proactive client lifecycle

• Own the experience from sales handoff through onboarding, adoption, and ongoing value; coordinate with Commercial on renewals and expansion.
• Shift from reactive support to proactive success, using client behavior and health signals to engage at moments that matter.

Drive adoption and a successful platform migration

• Own client strategy for the migration: communication, education, change management, and migration-specific support and escalation.
• Measure adoption, effort, and client health after transition; partner with Product and Technology on execution.

Strengthen client health, retention, and advocacy

• Own client health and retention through adoption, engagement, and value realization; establish leading indicators that predict churn and lead recovery plans for at-risk accounts.
• Be the trusted executive voice with our largest clients, in the room with their compliance, credentialing, and operations leaders.
• Establish and lead a strategic client community and advisory group that gives clients a formal voice in product direction.

Improve service and remove recurring friction

• Set standards for responsiveness, resolution quality, and client effort; use contact patterns and repeat issues to find root causes with Product, Technology, and Operations.

Build an AI-enabled, scalable operating model

• Partner with RevOps on client data, CRM discipline, and reporting. Apply AI and automation (knowledge management, routing, sentiment and health analysis, self-service) with sound human judgment and data safeguards. Manage budget, capacity, and cost to serve.

Lead and develop the organization

• Set clear roles, expectations, and career paths; coach managers and future leaders; build a culture of accountability, responsiveness, and empathy.

Turn client insight into cross-functional action and revenue growth

• Bring Voice of the Client, support trends, and adoption barriers into roadmap decisions; align Sales, Product, Technology, RevOps, Marketing, and Compliance through clear working agreements.
• Own the organization's contribution to net revenue retention through retention, adoption, and qualified expansion.

Key Performance Indicators
Targets will reflect company goals and client baselines.

• Retention and growth: gross and net revenue retention; client retention; recovery of at-risk accounts; expansion pipeline influenced by the client organization.
• Client lifecycle performance: time to first value; adoption and engagement; post-migration health; satisfaction and effort; resolution quality; repeat contacts; service-level attainment.
• Operational and organizational health: team engagement and retention; capacity and cost to serve; cross-functional execution; maturity of systems, data, and visibility.

What Success Looks Like
First 90 days: assess the client journey, team capabilities, and recurring friction; build cross-functional relationships and meet our top clients; establish baseline metrics; align leaders on an improvement plan with clear owners.
First year: targeted clients adopt the migrated platform with strong satisfaction; retention improves and preventable churn falls; response and resolution become faster and more consistent; self-service and AI-enabled support are in use; executives have clear visibility into client health; and the client advisory community is established.

Requirements

Required Qualifications

• 10+ years in client experience, customer success, support, or related roles, including 5+ years leading teams and people leaders in B2B SaaS.
• Proven success building or transforming a client organization's operating model, tooling, talent, and quality standards, with measurable results.
• Demonstrated success improving retention and adoption and connecting client success to expansion and revenue.
• Experience leading major technology implementations, migrations, or platform transitions.
• Practical experience applying AI and data to improve engagement, service, or team effectiveness.
• Ability to influence product priorities without direct authority over every delivery team.
• Executive communication skills and the credibility to hold a worthwhile conversation with senior healthcare executives; experience managing budgets, forecasts, and capacity.

Preferred Qualifications

• Healthcare, compliance, or other regulated-industry experience (credentialing, exclusion monitoring, provider data, licensing).
• Experience building a client advisory community, client-health models, or self-service programs.
• Experience with Salesforce and Zendesk, or leading large SaaS platform migrations.

Key Skills and Attributes
Client-obsessed, strategic and operational, data-driven, technologically curious, proactive, comfortable leading change, an exceptional communicator from front line to C-suite, and a developer of people.

Benefits

What It's Like to Work Here
At ProviderTrust, we recognize that experience is built in many ways. If you have relevant skills that are not reflected in your resume or your experience doesn’t match our exact requirements, we welcome your candidacy and encourage you to share more. We champion building a team that embodies empathy, equity, respect, and inclusivity while actively supporting our community, clients, partners, and friends. We value differences of opinion and embrace unique perspectives. We desire an environment that allows all team members to bring their whole selves to work unashamedly. We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time. ProviderTrust is an equal opportunity employer.

To be great at ProviderTrust, we find our team members have these things in common:

• Gain energy from working in a fast-paced, creative environment
• Decision-making that employs a blend of data-driven insights and intuition
• Ability to multitask and handle multiple projects concurrently
• Resilience and positivity, able to address setbacks and bounce back quickly
• Resourcefulness, discovering creative ways to get things done
• Joy in making an immediate and positive impact
• Diverse interests that are welcomed and extend beyond our organization

Things That Make Us A Great Place To Work

• Hybrid schedule: 2 days in office
• 16-week paid primary caregiver with a 2-week phase-back leave policy
• 4-week paid secondary caregiver leave policy
• We're genuinely curious about AI. Team members are encouraged to experiment and share what they learn
• Competitive base salary and incentive package with 401k matching, HSA employer contribution, and company-paid life and disability insurance
• Medical, dental, and vision benefits: PT pays 80% of your premiums. We also offer access to a range of free mental health and well-being resources.
• Unlimited PTO, 11 paid holidays, and a flexible work schedule 
• Internal professional growth, development, and mobility
• Daily all-company morning huddles to sync up across the business
• In-office experience: fully stocked kitchen, ergonomic desk setup, and many celebrations!
• Remote experience: home office set-up with technology provided, remote-friendly meetings and celebrations, and interest-specific Slack channels for connecting across teams 
• Fitness stipend and cell phone reimbursement
• Modern Healthcare Best Places to Work (2021-2026)
• The Tennessean Top Work Places (2022-2026)