Vice President, Customer Success

We are seeking a highly motivated and experienced Vice President, Customer Success to lead our efforts in ensuring exceptional client satisfaction and fostering strong relationships with our clients. You will be leading and developing a strong, knowledgeable, and proactive client-facing team. As the leading voice of the client, you will drive customer outcomes, define, and optimize the customer lifecycle while managing the success activities. We are looking for someone that is able to architect, execute and continuously improve our operational plans and processes leading to high client retention and strong value output. 

Reporting to our Chief Client Officer, you will drive strategic direction and enhance client outcomes. You will own both our client lifecycle and satisfaction, ensuring maximum value throughout onboarding, training and support, client management, renewals, expansion, and advocacy. You should be an experienced people leader that can balance upholding our results-oriented culture while also unlocking our team’s highest potential.

Responsibilities:

• Ownership of team’s outcomes including ARR, adoption, health score, revenue retention, renewal rate, expansion revenue, churn rate and advocacy, such as:
• Retaining Customer Satisfaction of 95%+
• Securing Customer Retention at 95%+
• Measuring and upholding Customer Health at 90%+, ensuring no-risk clients
• Manage and scale enrollment activities to drive and maintain new user growth, anticipating churn to maintain ARR goals
• Focused on expanding contract value and driving overall CARR
• Position cost savings analysis as needed to show program value
• Responsible for creating and driving strategic plans in coordination with CSM and Customer Success to drive higher client health.
• Measured by moving at risk clients to health
• Measured by client changing utilization of Hello Heart product 
• Partner with Enablement to identify and create training programs aimed at improving client health, including negotiation skills, overcoming barriers, presenting value stories, and objection handling.
• Support stakeholder mapping and strategy development by understanding client ecosystems and driving deep integration through ecosystems.
• Anticipate and mitigate risks to client health, identifying key metrics to track client progression and barriers, and deploying strategies to drive growth and manage risk.
• Train teams on the value proposition of the product through meeting and exceeding key success metrics identified through  clinical and financial goals
• Utilize problem-solving and negotiation skills to train and support the Client Success team, ensuring maximum value throughout the client lifecycle.
• Manage and track all the administrative tasks including client campaigns, client health, Salesforce, other client specific projects etc.
• Drive renewals including the skills to negotiate appropriate renewal rates and terms.

Requirements:

• 12+ years of experience leading teams in a customer-facing capacity (e.g., Account Management, Client Success, Sales), managing at least $100+ Million in ARR and achieving 100% YoY expansion.
• Previous experience working B2B within the Benefits Administration, Digital Therapeutics, or other relevant digital health industry
• Proven track record of problem-solving and strong negotiation skills, with the ability to impact overall client health.
• Proficiency with Salesforce CRM, Google Suite, Asana, and Slack.
• Excellent written and verbal communication skills, with the ability to build and foster positive business relationships cross-functionally.
• Exceptional organizational skills, with the ability to learn quickly and multitask in a fast-paced environment.
• Willingness to travel approximately 30% of the time seasonally.

The US base salary range for this full-time position is $240,000.00 to $270,000.00. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits.

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