The VP of Customer Success & Implementation will lead client delivery of virtual cardiology solutions, ensuring client onboarding, operational success, and patient satisfaction through cross-functional team collaboration and effective management strategies.
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.
About the Role:
- 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.
About You:
- 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.
- Experience with revenue cycle management a plus but not a must
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
Top Skills
AI
Diagnostics
Telemedicine
Similar Jobs
Aerospace • Information Technology • Cybersecurity • Defense • Manufacturing
The Software Security Engineer will automate security assessments, analyze security risks, and support compliance for open-source software in the enterprise.
Top Skills:
Automation ToolsCotsOpen SourceSoftware Composition Analysis
Artificial Intelligence • Cloud • Sales • Security • Software • Cybersecurity • Data Privacy
The IT Auditor manages and conducts internal and external audits, assesses security risks, identifies control gaps, and provides audit training. Requires collaboration with compliance teams and effective communication of audit results to management.
Top Skills:
AWSAzureGCPGrc ToolsIsoJIRASalesforceSnowSoc
Artificial Intelligence • Cloud • Sales • Security • Software • Cybersecurity • Data Privacy
The Engagement Manager oversees public sector projects, manages sales processes, ensures client satisfaction, and leads teams while supporting customer success and maximizing revenue growth.
Top Skills:
SaaSSoftware Delivery Models
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
