Vice President, Customer Success - Hybrid/Boston, MA

About Brook Heatlh

Brook Health delivers care beyond the walls of the doctor’s office. We provide people living with chronic conditions a highly personalized experience enhanced by AI and powered by mobile apps, connected devices, and a team of health coaches and clinicians. Brook helps people achieve their long-term health goals by supporting smart, daily decisions and partnering with their primary care physicians.

Our product suite includes continuous remote monitoring, population health management tools, and a CDC-approved diabetes prevention program.

Brook has an intentional, user-centric culture with high expectations for delivering better health outcomes for patients, providers, and health systems.

Job Overview

Brook Health is seeking a dynamic, strategic, and experienced Vice President of Customer Success to lead and scale our Customer Success function. This leader will be responsible for building a high-performing team and defining the systems, strategies, and processes needed to deliver exceptional value to our provider partners. The role is ideal for someone who thrives in fast-paced, high-growth environments and has a deep understanding of the healthcare landscape—particularly provider organizations and clinical workflows.

This position will initially report directly to the CEO and will later transition to report to the Chief Revenue Officer (CRO) as our commercial organization evolves.

Key Responsibilities 

• Build and scale a Customer Success organization that is structured, high-impact, and aligned with Brook’s mission and growth goals.
• Develop and retain top-tier talent, fostering a culture of performance, ownership, and innovation.
• Define and manage the provider customer journey, ensuring seamless onboarding, adoption, and ongoing success.
• Drive measurable improvements in customer outcomes, engagement, satisfaction, and expansion.
• Establish scalable systems, tools, and playbooks to support a consistent and repeatable customer success process.
• Act as a strategic partner to provider organizations, integrating Brook’s solutions into clinical workflows and operational systems.
• Serve as a key voice of the customer, driving cross-functional collaboration and informing product and service strategies.
• Represent Customer Success as a member of the broader leadership team, contributing to overall company direction.

Preferred Qualifications 

• 8 years in customer success, implementation, or account management, including leadership roles in health tech or digital health startups.
• Deep experience working with provider organizations and understanding the complexity of clinical operations.
• Proven ability to build from scratch in high-growth startup environments.
• Track record of developing scalable, systematic approaches to customer success.
• Exceptional team builder and leader with a passion for coaching and mentorship.
• Comfortable operating strategically and tactically; strong cross-functional collaborator.
• Based in Boston or East Coast preferred; willingness to travel (20–40%). 

Knowledge, Skills & Atbilities

We seek someone who brings both the energy and scrappiness of a startup leader *and* the credibility and sophistication to engage complex healthcare organizations. This person must be a builder, a systems-thinker, and a team developer. They must also be an advocate for our customers internally and a trusted partner externally.

Working at Brook

• Fast-paced environment – Brook operates in two of the fastest changing industries in America – Healthcare and Technology. We move quickly to design tools and protocols based on customer and industry feedback. Thriving in an environment of change and continuous improvement is a core competency for all members of our team.
• Dynamic roles - We are a small and tight-knit team enthusiastically tackling difficult problems in an entrenched industry. All team members are expected to contribute to company protocols, provide product feedback and to generally think critically about our processes and care model.
• High expectations - We have big goals for the future. We expect dedication and positive collaboration from all our team to achieve them.

This position is not eligible for relocation or visa sponsorship. Candidates must live within a commuting distance from the office. This is a hybrid role, onsite in the office required weekly along with remote work. 

Brook is as focused on our employees’ health as we are on that of our patients. Our Benefits program reflects that. We recognize that health does not just mean physical health, but mental and financial health as well. We make every effort to cover all those areas in our plan offerings.

Benefits at Brook Health 

In addition to meaningful work in a mission-driven company, Brook offers a comprehensive benefits package designed to support the medical, financial and mental health wellbeing of our employees and their families. 

Healthcare Coverage

• Employee & Child(ren): Brook pays 100% of premiums for full-time employees and their child or children for Medical, Dental, and Vision coverage. This means there are no paycheck deductions for you or your child(ren). 
• Spouse/Domestic Partner: Brook contributes 50% of premiums for coverage of a spouse or domestic partner. 
• HSA Contribution: Employees who enroll in our HSA-eligible medical plan receive a Brook-funded contribution to help cover medical expenses such as deductibles, prescriptions, and office visits.  
• Medical Concierge: Brook provides a concierge service to help employees and their families manage healthcare needs like claims, referrals, and care coordination. 

Mental Health & Wellbeing

• Mental Health Support: Brook supplements the mental health coverage included in our medical plan with additional resources. Employees have access to free therapy sessions through Spring Health, providing confidential, professional support when it’s needed most. 
• Flexible PTO: Our PTO program is truly flexible — no accruals and no preset limits. You and your manager decide what’s reasonable, so you can take the time you need to recharge. In addition, we provide dedicated sick time to support your health and well-being, and a generous holiday schedule that ensures time to rest and celebrate with family and friends. 

Financial Wellness & Security

• Income Protection: Brook provides Short-Term and Long-Term Disability insurance to all full-time employees, helping replace income during an illness or injury. Short-Term Disability works alongside any state or insurance benefits and Brook coverage to provide added financial support while you’re away from work. 
• Life Insurance: Brook provides company-paid life insurance equal to one times salary, up to a set maximum. 
• 401(k) Retirement Savings: All employees (full-time and part-time) are automatically enrolled in our 401(k) plan. Brook provides a company match to help employees grow their retirement savings. 
• Emergency Savings Account (ESA): Brook helps employees build financial resilience by supporting contributions to an emergency savings account. Brook matches a portion of employee contributions, helping the fund grow faster. The account is completely flexible — you decide what qualifies as an emergency and how to use the funds. 

Recognition & Community

• Employee Referral Bonus: Great people know great people. When you refer a candidate who is hired, you’ll receive a referral bonus.

Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship or any other protected characteristic covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.