Vice President - Customer Success

Vice President – Customer Success

15+ years of experience in customer success, account management, or a related field, with 5+ years in an executive leadership role.
Proven track record of scaling customer success functions in high-growth, technology-driven environments.
Strong understanding of the healthcare and life sciences industries, particularly in precision medicine, genomics, or data-driven solutions.
Exceptional strategic thinking, communication, and relationship management skills.
Data-driven mindset with experience using metrics to inform decisions and demonstrate impact.
Bachelor’s degree required; advanced degree (MBA, MPH, or related) is a plus.

Build, lead, and mentor a high-performing customer success team that serves both clinical and life sciences customers.
Establish clear goals, metrics, and professional development paths for team members.
Develop and implement customer success strategies that ensure clients derive maximum value from Tempus’ products and services.
Collaborate with sales, product, data science, and operations teams to drive seamless onboarding, adoption, and value realization.
Optimize processes, tools, and technologies to support scalable and efficient customer success operations.
Establish and track key performance indicators (KPIs) such as NPS, retention, expansion, and time-to-value.
Serve as the executive sponsor for key accounts, fostering strong relationships and acting as a trusted advisor.
Lead initiatives to capture customer feedback and translate insights into actionable improvements.
Partner with clinical and life sciences business units to align on customer needs and market opportunities.
Work closely with product and engineering to ensure the customer voice informs roadmap development.