Description

Position Title: Senior Director, Client Success

Reporting To: Vice President, Client Success

Location: Chapel Hill, NC

Compensation: Senior Director, Client Success ($175,000 - $225,000), depending on qualifications and experience, plus bonus potential and benefits

Position Summary: Well is seeking an experienced client leader to serve as a senior strategic account lead to drive end-to-end client success and program delivery for one of our largest, most complex and consequential enterprise accounts. The Senior Director, Client Success will support a major transformation of the healthcare experience for hundreds of thousands of members, working across Well, the client, its health plan partner, and a broad ecosystem of healthcare organizations. The mandate extends well beyond traditional account management or client success. This leader will help translate an ambitious vision into an integrated strategy, operating model and member experience, while ensuring Well delivers against its commitments and continuously expands the value we create.

The Senior Director will serve as a trusted strategic partner to senior client and partner executives and as the connective tissue across a highly complex set of stakeholders, workstreams and organizations. They will maintain a holistic view of the relationship, anticipate issues and dependencies before they become obstacles, drive clarity and accountability across teams, and ensure decisions remain anchored to the client's overarching objectives.

Reporting to leadership within the Client Success organization, you will oversee a portfolio of large-scale initiatives for this account and lead a high-performing team including a Client Success Manager. You will serve as the primary owner for this key account, leading the development of robust program strategies and partnering cross-functionally across operations, product, marketing, and analytics to maximize retention, satisfaction, and portfolio growth.

Key Responsibilities:

• Strategic Account Ownership: Serve as the dedicated senior lead for a large, complex account, applying best-practice playbooks and a consultative approach to drive long-term account health and success as well as identifying key opportunities and risks.
• Executive Relationship Stewardship: Act as the primary, trusted strategic advisor for C-level stakeholders, strategic personnel, day to day contacts, health plan partners and benefits consultants on the account.
• Partnership Approach: Bring perspective, judgment and constructive challenge to client conversations rather than functioning solely as a recipient of client requests.
• Strategic Retention & Renewal: Own execution of client initiatives to drive gross and net retention targets for the account as well as account expansion.
• Data, Analytics, and Value Insights: Establish and manage feedback loops that capture and analyze member engagement; deliver regular reports detailing activation, utilization, health outcomes, and ROI to client and internal leadership.
• Cross-Functional Collaboration: Partner with Sales/Growth, Implementation, Operations, and Clinical leaders to ensure smooth program delivery, seamless transitions, and that the "voice of the customer" directly influences our product roadmap.
• Growth Strategy & Expansion: Identify opportunities to expand Well's footprint, value proposition, and solutions within the account, in partnership with the Growth team.
• Program & Operational Execution: Oversee multifaceted client initiatives, coordinating closely with internal teams and external partners/subcontractors to align strategy, operations, and marketing campaigns to drive member engagement. Ensure individual workstreams maintain connection to the larger strategy.

Requirements

• 12-15+ years of total experience in employer health benefits, digital health, healthcare consulting or management consulting, with 5+ years leading high-performing client accounts and services teams.
• Deep understanding of employer-sponsored and public-sector healthcare ecosystem, can navigate complex health plan ecosystems (including health plan, benefit administration, clinical programs, networks and cost management)
• Proven track record of managing and expanding relationships with C-level executives, Fortune 500 leaders, and top benefits consultants.
• Demonstrated ability to manage client success operations within a fast-paced, growth-stage health benefits environment.
• Analytical rigor with deep experience using data, metrics, and behavioral insights to demonstrate financial and clinical ROI for executive decision-making.
• Ability to translate broad strategic objectives into concrete operating priorities and execution plans.
• Exceptional judgment and ability to identify emerging risks, stakeholder dynamics and strategic opportunities before they become obvious.
• Strong business acumen and consultation skills with an entrepreneurial approach to solving complex problems and managing challenging client dynamics.
• Passion for the mission of Well and a dedication to improving the health and happiness of our members.
• Willingness to travel (estimated 10-20%).