Vice President, Customer Success
The American Pharmacists Association is the largest association representing pharmacists in all practice settings in the United States and is the only organization advancing the entire pharmacy profession.
Our expert staff, and strong volunteer leadership, including many experienced pharmacists, allow us to deliver vital leadership to help pharmacists, pharmaceutical scientists, student pharmacists, and pharmacy technicians find success and satisfaction in their work while advocating for changes that benefit them and their patients. From our headquarters in Washington, D.C., APhA prepares members to thrive at every career stage and in every pharmacy setting with world-class continuing education, transformative events, unique practice tools, and timely solutions to complex challenges. We’re committed to helping them deliver outstanding patient care, receive due recognition, and work at a full scope of practice. APhA advocates to give pharmacists a voice in decisions that affect their future while promoting their undeniable value to health care teams. Our goal is to facilitate pharmacists’ delivery of the highest quality patient-centered care.
As a proud subsidiary of APhA, Pharmacy Profiles is the solution to this marketplace need for validated pharmacy professional credentials. Pharmacy Profiles is an NCQA-certified pharmacy personnel Credentials Verification Organization (CVO). The solution collects, verifies, and monitors professional information of Users. Over 260 pharmacist advanced credentials, certifications, and other types of advanced training are captured by Pharmacy Profiles. Each profile is fully customizable at no cost for a User to build and maintain. Employers, health plans, and other stakeholders can tap into the first comprehensive, pharmacist-centric solution to credentials verification.
WHAT WE’RE ABOUT
Collaboration shows us that by working together and leveraging skills, talents, and strengths, we can achieve greater results than those achieved by individuals. Collaboration means active listening and open communication, sharing knowledge, and supporting each other with a commitment to the team’s success to achieve shared objectives.
Lifelong Learning is a commitment to continuous personal and professional growth through a proactive mindset, adaptability, and pursuit of new skills to enhance performance and drive innovation at APhA.
Excellence is about striving for the highest quality and standards in all aspects of our work. It involves consistently striving to improve, delivering outstanding performance, and achieving superior quality within the organization and for members. Excellence encourages individuals to go beyond the ordinary and to inspire others to do the same.
Accountability means taking responsibility for our actions and decisions, and for their outcomes – both individually and collectively. This includes following established processes, taking initiative and holding others accountable.
Respect involves valuing each person's unique contributions, treating others with kindness, and fostering a culture of mutual appreciation. Respect means listening actively, acknowledging diverse perspectives, presuming positive intent, and maintaining professionalism in all interactions.
WHAT YOU’LL DO
As the Vice President, Customer Success, you will:
Strategic Leadership & Vision
Develop and lead a comprehensive Customer Success strategy aligned with organizational goals, while contributing to corporate planning and creating scalable frameworks for growth.
Market & Industry Strategy
Analyze market trends and competitive dynamics to shape strategies that position Pharmacy Profiles as a leader, ensuring products meet regulatory and customer demands.
Customer Experience & Advocacy
Promote a customer-first culture, represent customer needs at the executive level, and innovate engagement through analytics and personalization.
Revenue Growth & Business Impact
Collaborate with Sales and Marketing to drive renewals, upselling, and cross-selling, while tracking and reporting revenue impact of Customer Success initiatives.
Team Development & Organizational Scale
Build and manage a high-performing team, implement leadership development programs, and oversee resource planning to support organizational scaling.
Operational Excellence & Metrics
Define KPIs for customer health and retention, implement best-in-class tools and processes, and deliver performance insights to leadership.
WHO WE’RE LOOKING FOR
APhA may be the right fit for you have:
Experience and Education required:
- Bachelor’s degree or equivalent experience required, advanced degree preferred.
- 12+ years of experience in Customer Success, Account Management, or Client Services, with at least 5 years in senior leadership roles.
- Proven track record of building and scaling Customer Success organizations in SaaS or healthcare-related industries.
- Strong strategic thinking, executive presence, and ability to influence at all levels.
- Expertise in CRM and customer success platforms (e.g., Salesforce, Gainsight).
Skills, knowledge and abilities required:
- Customer-centric mindset with a passion for delivering value.
- Strategic thinker with strong analytical skills.
- Leadership and team development capabilities.
- Adaptability in a fast-paced, evolving environment.
- Experience with CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight).
LOCATION: Remote Eligible
MORE ABOUT US
APhA offers a comprehensive and competitive compensation and benefits program that includes:
- A salary of $160,000-$199,812 that commensurate with experience
- Medical/Dental/Vision Insurance
- Employer paid Life, AD&D, and Short-Term Disability Insurance
- Traditional & Roth 401(K) plans with employer match
- Fourteen paid holidays
- Four floating holidays
- Generous Paid Time Off Policy
- Paid Medical Leave/Paid Family Leave/Paid Parental Leave
- Commuting Benefits
- Professional Development Funds
APhA does not make hiring decisions on the basis of race, color, creed, ethnicity, national origin, gender, gender identity, sexual orientation, socio-economic background, age, disability, veteran status, religion, political affiliation, or any other characteristic protected by state, federal, or local law.
Applicants must be currently authorized to work' in the United States on a full-time basis.
