Jessica McTernan

I'm a growth-focused Client Success executive with over 15 years of experience building, scaling, and leading high-performing teams across the healthcare SaaS and digital health landscape. Throughout my career, I've transformed Client Success from a support function into a strategic growth engine, driving retention, expansion, and long-term customer value.

As Vice President of Client Success & Delivery at Sermo, I've scaled the CS organization during a pivotal transition from a U.S.-centric model to a global delivery approach. My team has consistently exceeded revenue goals for 10 consecutive quarters, supported over $50M in revenue, and achieved a 95%+ 5-star CSAT rating through the implementation of a unified end-to-end customer experience playbook. Previously at SONIFI Health, I led the creation of a strategic roadmap that delivered a 100% customer renewal rate and a 39% increase in KLAS score, its highest since 2015.

I bring a deep passion for building scalable frameworks, mentoring, and aligning client success with broader company objectives. I thrive at the intersection of strategy and execution, working cross-functionally with product, sales, and operations to deliver seamless, high-impact customer experiences.