Virgo Surgical Video Solutions – Vice President of Customer Success – USA

March 2, 2023
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Job Description


Our Mission

Virgo’s mission is to improve patient outcomes and clinical workflows in healthcare by developing automation and AI tools for endoscopy. Our vision is a world where technology powered by artificial intelligence dramatically improves the quality of and access to healthcare. We are building the data infrastructure, tools, and expertise to make this new world a reality.

Job Description

Virgo is actively seeking a highly motivated VP of Customer Success with fundamental customer success and healthcare experience. The VP of Customer Success will manage our team of Customer Success Managers. CSMs are responsible for project management, product deployment, in-service training, go-live support, and ensuring customers maximize the Virgo platform. This is a fully remote/field-based position that requires some travel.

Reports To

Ian Strug, Chief Revenue Officer

In this role, you’ll get to:

Architect the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the on-site support offered to our broad range of customers

Drive customer success outcomes

Learn how video capture is used as a Standard of Care in the healthcare industry

Understand how AI is evolving medical treatments and clinical research

Work with remote monitoring and troubleshooting applications and services


We’ll expect you to:

  • Manage overall customer lifecycle and experience from the point a new customer signs to their ongoing experience with Virgo
  • Lead, expand, and mentor the Customer Success team by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team
  • Measure, analyze, and improve the effectiveness of Customer Success; track and optimize key metrics
  • Create and deploy optimal client lifecycles, establish best practice playbooks and business review processes.
  • Be an active member of the Leadership Team – always upholding our core values


  • Experience building and managing Customer Success teams in the healthcare space
  • A strong strategic vision for the customer experience, professional services, and customer support
  • 5 – 7 years experience in customer success, customer support, IT/networking, healthcare
  • The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
  • A propensity for relationship building
  • Strong verbal and written communication skills
  • Experience in a fast-paced, rapidly changing work environment is beneficial
  • Attention to detail and commitment to accuracy
  • Independent and proactive work style with an inquisitive demeanor
  • Positive attitude and team player
  • A track record of developing and mentoring great talent, and building and motivating high-achieving teams

Bonus points if you have:

  • Healthcare/hospital experience
  • Experience building and managing high-velocity teams at high-growth, venture-funded technology startups
  • IT/computers
  • Biomed/Clinical Engineering
  • Field Service Tech or Field Service Engineer
  • Project Management Professional certification or comparable experience
  • Master’s degree such as MHA, MPA, MPP, M Ed, MSN, or MBA
  • Big4, MBB, or equivalent management consulting experience
  • AV installation or support
  • Technical customer support or technical customer success
  • Technical training

What you can get excited about:

  • Virgo builds products that are used by physicians to help improve the quality of patient care and clinical research
  • We are still small, so you’ll have the opportunity to help shape the company and team culture
  • We are growing quickly and there will be plenty of opportunities for building and leading small teams
  • We appreciate the benefits of a decent life/work balance; we won’t be emailing you Saturday evening or bothering you when you take a vacation


  • The fully remote team, work 9-5 in your local timezone
  • Early-stage startup equity
  • Flexible PTO policy
  • $500 work-from-home stipend
  • Generous, fully-paid parental leave policy
  • Patient – 0% interest medical credit card with no fees or impact on your credit
  • Medical, Dental, and Vision insurance – we pay 100% of the lowest tier plan for our employees; HSA is available
  • 401k
  • Free one-year membership to Talkspace
  • Free Teladoc membership