VP Client Success

Future Fertility

Future Fertility

Customer Service

Toronto, ON, Canada · Miami, FL, USA · Remote

Posted on May 28, 2026
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VP Client Success

hybrid
Toronto, Ontario, Canada .
full-time . May 27, 2026

Description

VP of Client Success
At Future Fertility, we’re revolutionizing the IVF journey with AI-powered quality assessments that bring clarity and confidence to fertility care, starting with the egg. Our innovative technology is used by leading clinics worldwide, empowering both doctors and patients with data-driven insights to optimize treatment decisions for patients going through egg freezing or IVF.
As a fast-growing, mission-driven company, we’re looking for passionate, forward-thinking individuals to join our team. At Future Fertility, we are committed to building and fostering an environment where our employees feel heard, respected, and empowered. We take a “people-first” approach to our team, and we pride ourselves in being a values-driven organization.
We are looking for a Client Success Leader with a demonstrated track record of building sustainable and scalable client success operating models, which drive engaged and productive client relationships. This is a senior commercial role with a mandate to evolve our installed based to a high-performing, consistently engaged clinic network.
What You Will Be Doing
  • Build and lead the client success function at FF, including creating an account management infrastructure, team structure and operational playbooks to create an engaged and satisfied client base.
  • Drive clinic engagement and program execution, collaborating with sales and embryology (lab support) teams at Future Fertility to ensure clinics are actively using our products, realizing value, and integrating FF tools into their clinical workflows.
  • Own onboarding for activation, partner with sales to create scalable process and operational infrastructure around our current clinical onboarding experience, evolving to drive additional engagement and facilitate consistent, confident product use within the first 30 days.
  • Build and own the SaaS client playbook, collaborate with sales to ensure SaaS clinics receive ongoing value through structured touchpoints, clinical education, utilization reviews, and proactive support.
  • Lead quarterly business reviews, translating utilization data and clinical outcomes into clear ROI for the clinic.
  • Create monitoring systems to identify cross-sell/up-sell opportunities across the clinic base and partner with Sales to act on them.
  • Support FPU-to-SaaS conversion in close partnership with Sales, providing account insights and utilization data to strengthen the business case.
  • Own account health metrics, including health scoring, utilization tracking, retention KPIs, and early churn signals, sharing insights with cross-functional teams to inform operational excellence.
  • Partner cross-functionally with Product, Embryology & Science, Marketing, and Sales to surface clinic feedback, influence the roadmap, and ensure the sales and client success teams are current on new features and clinical evidence.
What We Are Looking For
  • 8+ years in customer success, account management, or clinical implementation, with at least 3 years in a senior leadership position
  • Experience in medtech or healthtech where clinics are the main clients; fertility or reproductive medicine background preferred
  • Experience managing teams across geographies and time zones
  • Ability to speak additional languages (Spanish or Portuguese) an asset
  • Proven track record building CS functions from the ground up
  • Strong commercial instincts, with a strong understanding of the link between CS activity and revenue
  • Data-driven: comfortable with account health scorecards, utilization dashboards, and cohort analysis
  • Exceptional relationship skills with clinical audiences, ability to resonate with clinical teams, comfortable speaking with decision makers
  • Comfortable in an early-stage, high-velocity environment where you own the playbook
Personal Attributes
  • Mission-driven mindset aligned with Future Fertility’s commitment to personalized reproductive care.
  • Curious, proactive, and comfortable working in a high-growth startup environment.
  • Self-starter who thrives in remote-first teams, with good problem-solving skills and creativity
  • Resilient, coachable, and able to implement feedback quickly.
  • Strong integrity and consistent professionalism when dealing with clinics and patients.
Travel Requirements
  • Willingness to travel for workshops, conferences and client visits
Learn more about the great work we’re doing!
Apply now
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