VP of Customer Success & Implementation

Heartbeat Health is the leading virtual-first cardiovascular care company in the country, providing patients with convenient, high-quality heart care through a combination of telemedicine, diagnostics, and virtual care programs. By leveraging real-time data and AI-powered insights, Heartbeat Health empowers providers and patients with personalized treatment plans, reducing hospitalizations and improving long-term heart health outcomes. Heartbeat Health is redefining how cardiovascular care is delivered in the digital age, led by our medical group of cardiologists, advanced practitioners, nurses, and care coordinators.

The Vice President of Implementation and Customer Success will help lead the client-facing delivery of our virtual cardiology solutions, ensuring that affordable care organizations, in-home care companies, payers, and health systems seamless onboarding, effective adoption, and ongoing clinical and operational success. This role will be responsible for building scalable, repeatable frameworks that support clinical and operational excellence, scalability, regulatory compliance, and outstanding patient/provider satisfaction.

The VP will oversee cross-functional teams to ensure rapid implementation of services, proactive customer success strategies, and structured issue resolution processes that uphold the highest standards of patient safety, quality, and trust.

• Implementation & Onboarding
• Direct the implementation of virtual cardiology solutions for primary care partners, hospitals and health systems, and payer clients.
• Develop repeatable and scalable processes that meet client and regulatory requirements
• Partner with Clinical, Product, Engineering, Data, Security, Legal, and Operations teams to ensure seamless integration into existing and development of new workflows and technical systems.
• Partner with the team to drive training programs for clinicians and staff to ensure effective adoption of virtual cardiology tools.

• Customer Success
• Design and execute a customer success strategy that promotes improved patient outcomes, provider efficiency, and long-term organizational partnerships.
• Lead Customer Success Managers in building trusted relationships with healthcare partners, ensuring renewal, expansion, and satisfaction.
• Establish KPIs for clinical adoption, utilization rates, and patient/provider experience.
• Act as an executive sponsor for strategic healthcare clients.

• Issue Management & Escalation Handling
• Establish a structured process for clinical and operational issue resolution, ensuring rapid triage and root-cause identification.
• Lead escalation management for mission-critical healthcare services, ensuring minimal disruption to patient care.
• Develop transparent communication protocols with clients during critical incidents, maintaining trust and confidence.
• Provide feedback loops to Product, Clinical, and Engineering teams to continuously improve the patient and provider experience.

• Leadership & Strategy
• Build and mentor a high-performing team of implementation specialists, customer success managers, and issue resolution leaders.
• Align departmental objectives with organizational goals of advancing virtual cardiology and improving cardiovascular health outcomes.
• Partner with Product and Clinical leadership to bring forward customer insights that inform product innovation and clinical best practices.
• Represent the company with healthcare executives, medical directors, and operational leaders as a trusted strategic advisor.

• 12+ years of experience in healthcare leadership roles, with a focus on implementation, customer success, or clinical operations.
• 7+ years in executive or senior management roles in health technology, telehealth, or digital health.
• Strong knowledge of healthcare delivery systems, cardiology workflows, and regulatory requirements (HIPAA, CMS, value-based care models).
• Experience leading escalations and issue resolution in clinical environments where patient safety and continuity of care are paramount.
• Demonstrated ability to build scalable customer operations in a high-growth, mission-driven healthcare organization.
• Exceptional leadership, communication, and relationship management skills, particularly with physicians, health system executives, and clinical staff.

About Our Culture:

We are mission-driven: we're revolutionizing the way cardiovascular care is delivered 

We are fast-paced & agile: we move quickly, iterate often, and value experimentation

We are remote-first: flexibility, autonomy, and trust are at the core of how we operate

We care about diversity: diversity allows us to build an excellent patient experience

We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status