Own strategic relationships with government regulatory boards, state agencies, health departments, and associations. Align SaaS solutions with public-sector mandates, lead platform training, monitor engagement and compliance outcomes, identify churn risks, resolve complex account issues, and conduct executive business reviews. The role requires deep B2B SaaS customer success or account management experience with government, regulatory, public health, or healthcare compliance customers.

Manages healthcare policy and regulatory intelligence across states and national bodies, translating legislative and licensing developments into clear briefings. Builds relationships with healthcare associations, regulators, educators, and workforce organizations; coordinates coalitions, conferences, and contract lobbyists; maintains lobbying compliance. Oversees External Affairs processes, timelines, stakeholder records, and systems while supporting the VP, special projects, events, RFPs, and internal communications. Requires 5+ years of government relations, regulatory affairs, public policy, or association management experience.

Manage and develop a team of Customer Success professionals serving enterprise healthcare SaaS accounts. Drive retention, renewals, expansions, customer satisfaction, and net revenue retention through data-driven strategies. Analyze customer health and churn risks, improve workflows and playbooks, allocate team resources, and partner cross-functionally with Sales and Operations. Present performance insights to leadership and support training, process innovation, and continuous improvement.