VP of Customer Success

Objective: Lead customer success strategy and execution to serve millions with intelligent pregnancy care.

A‍bout Us: Delfina is solving the maternal health crisis with the world’s first AI-powered maternal care platform.

About You: Delfina is seeking a strategic, mission-driven Vice President of Customer Success to lead our customer success function. You will be responsible for driving growth, retention, and value capture within our customer base, which includes leading payors and health systems. You will report to the CEO. You will lead a high-performing customer success team to ensure our partners achieve their maternal health objectives. You have broad expertise in digital health partnerships, and have previously led a metrics-driven customer success team. You work well in a multidisciplinary team and take total ownership of your team’s success. You build scalable systems and iterate rapidly to optimize your strategy.

Key responsibilities: 

• Formulate a customer success strategy that maximizes Delfina’s growth and value creation for our customers.
• Lead tactical execution of the full customer success lifecycle from onboarding to renewal to scaling.
• Lead account management at Delfina to maximize alignment with all partners.
• Define, track and report on KPIs for customer success.
• Advance the provider-driven growth channel for Delfina to maximize the value of our provider partnerships.
• Grow and manage the Delfina customer success team to create impactful provider relationships. 
• Develop repeatable playbooks and scalable processes to maximize provider-led growth nationally.
• Aligning with leadership at customer organizations, ensuring they achieve success with and attribute value to Delfina.
• Partner closely with Delfina Sales and Marketing teams to execute on unified growth strategy.
• Partner with Delfina Product, Science, Clinical, and Engineering teams to deliver on customer needs and surface product feedback

Qualifications: 

• Experience:
  • 5+ years in leadership of a customer success team at a digital health company with:
    • Strategic and tactical ownership of customer success function
    • Proven performance on KPIs (ROI, NPS, TTV)
    • At least 5 direct reports
  • 10+ years of experience partnering with health plans and providers in customer success, account management sales, and business development.
• Specific skills and experience:
  • Customer-centric account management approach including consultative upselling externally and serving as voice of customer internally.
  • Change management effectively supporting partners through product upgrades, expansions, and feature adoption.
  • Exceptional written and verbal communication skills both internally and externally.
  • Strong understanding of healthcare delivery systems, value-based care, and provider enablement programs. 
  • Demonstrated success building relationships with diverse personas at provider and health plans.
  • Analytical mindset with an obsession for maximizing results and rigorously improving outcomes.
  • Proficiency with CRM software, customer analytics dashboards, and spreadsheet forecasting.
  • Personnel management including hiring, upskilling, retaining, and performance optimization.
• Location & Travel: US residence, fully remote position, PST working hours, willing to travel at least once per month for 2-4 day onsite meetings.

We value that everyone at Delfina brings a unique background and perspective. Prospective applicants are encouraged to apply even if they do not meet 100% of the listed qualifications and are encouraged to use their resume and other application materials to demonstrate how their skills meet, or are equivalent to, the listed qualifications.

Compensation: Base salary range $190K-210K. On-target earnings range $310K-360K. Full benefits including medical/dental/vision insurance and 401(k). Equity compensation.

The base salary range for this full-time position in the United States represents a wide variety of factors, including location, skills, experience, education, and training. New hires who meet most of the qualifications above should expect to earn near the middle of the posted salary range. 

Benefits: Medical/Dental/Vision benefits are provided as options for all full-time employees at Delfina. Additional company benefits include starter 401(k), flexible vacation PTO, mental health and sick leave, company holidays, bereavement, family and parental leave, and equity compensation options for eligible employees.

Application ‍Deadline for Best Consideration: July 30, 2025