VP, Customer Growth and Retention

Role Summary

Vice President, Customer Growth and Retention is a senior leadership position within Arcadia’s Client Value Office. The role focuses on maximizing value, strengthening long‑term partnerships, and driving sustainable expansion revenue across the company’s largest and most strategic accounts.

Responsibilities

• Lead enterprise‑level customer value realization and strategic growth initiatives across Arcadia’s largest accounts.
• Partner closely with Customer Success leaders to identify customer goals, risks, and expansion pathways.
• Develop and operationalize a customer strategic growth methodology aligned to value‑based care models.
• Conduct executive‑level customer engagements to uncover strategic priorities and adoption barriers.
• Translate customer strategies into platform adoption roadmaps and measurable value outcomes.
• Collaborate with Sales/Growth to shape expansion opportunities, build business cases, and support executive negotiations.
• Serve as an internal expert on value‑based care trends, healthcare analytics, and enterprise customer challenges.
• Track, measure, and communicate realized customer value across the portfolio.
• Represent the customer voice internally to influence product, service, and go‑to‑market strategy.

Qualifications

• Bachelor’s degree required; master’s degree in healthcare, business, analytics, or a related field strongly preferred.
• 12+ years of experience in enterprise customer growth, strategic account leadership, or healthcare SaaS.
• Proven success driving retention and expansion within complex, multi‑stakeholder enterprise environments.
• Deep experience in value‑based care, healthcare analytics, population health, or payer‑provider ecosystems.
• Demonstrated ability to influence C‑suite executives and senior customer stakeholders.
• Track record of supporting or closing multi‑year, multi‑million‑dollar enterprise agreements.
• Exceptional executive presence and communication skills.
• Strong business case development, ROI modeling, and value storytelling capabilities.
• Highly collaborative, cross‑functional leadership style.
• Entrepreneurial mindset with comfort operating in ambiguity.
• Ability to balance strategic vision with operational execution.

Preferred

• Experience in payer‑provider collaborations, risk‑bearing organizations, or health system contracting.
• Background in management consulting, outcomes advisory, or value realization teams.
• Experience building or scaling customer growth functions at a high‑growth health tech company.
• Strong data fluency and comfort guiding customers using analytics‑driven insights.

Benefits

• Competitive compensation ($190,000 - $215,000 a year).
• High‑impact leadership role shaping Arcadia’s Client Value Office.
• Close partnership with executive leadership across Growth, Customer Success, and Product.
• Exposure to complex, enterprise‑scale customer challenges with real‑world impact.
• Flexible, remote‑friendly company culture.
• Employee‑driven programs and initiatives for personal and professional development.
• Member of a talented, diverse, purpose‑driven community.