Vice President, Customer Success

Tempus • Chicago, Illinois, United States • 3d ago

Passionate about precision medicine and advancing the healthcare industry?

Tempus AI is a technology-driven healthcare company transforming cancer care through comprehensive genomic testing, advanced analytics, and AI applications. Our platform empowers physicians and researchers with data-driven insights to optimize treatment decisions, accelerate clinical trial enrollment, and fuel breakthroughs in precision medicine. We partner with healthcare providers and life sciences organizations to unlock the full potential of data for better patient outcomes.

Position Overview:

We are seeking a dynamic and experienced Vice President of Customer Success to lead and scale our customer success function acrossTempus. This executive will develop and execute strategies to ensure exceptional customer experiences, drive retention, and foster growth across Tempus' diverse customer base, including healthcare providers, biopharma clients, and research institutions.

Key Responsibilities:

Leadership and Team Development:
- 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.

Customer Success Strategy:
- 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.

Operational Excellence:
- 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.

Customer Engagement and Advocacy:
- 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.

Cross-Functional Collaboration:
- 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.

Qualifications:

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. Experience leading customer success in clinical diagnostic companies preferred.
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.

Why Join Tempus?

Be part of a mission-driven organization at the forefront of precision medicine.
Collaborate with top-tier professionals in AI, genomics, and healthcare.
Make a direct impact on patient care and groundbreaking scientific discoveries.
Competitive compensation, benefits, and opportunities for professional growth.