DescriptionPosition Title: Vice President, Client Success
Reporting to: Chief Operating Officer
Location: Preference for Chapel Hill, NC but will consider Boston, MA or New York, NY
Compensation: $220,000-$250,000, depending on qualifications, plus bonus potential and benefits
Position Summary:
Well is seeking a visionary VP, Client Success to architect and lead our post-sales organization. Reporting to the COO, you will be responsible for the health, retention, and growth of Well's entire enterprise book of business. You will lead a high-performing team of Directors and Managers, ensuring our world-class platform and insights translate into tangible ROI and clinical outcomes for our clients.
Key Responsibilities:
- Departmental Leadership: Build, scale, and mentor a multi-tiered services team, fostering a culture of strategic consulting and employee-centric growth.
- Strategic Retention & Renewal: Accountable for the overall renewal strategy and retention targets across the enterprise.
- Executive Stewardship: Act as the ultimate escalation point and strategic advisor for C-level stakeholders at Well's largest and most complex clients.
- Performance Metrics: Define and oversee the preparation of insights and delivery of reporting regarding activation, engagement, health and cost outcomes on a regular basis.
- Operational Delivery: Partner with the SVP, Operations to ensure client requirements are captured efficiently and smooth operational delivery for client programs and milestones.
- Cross-Functional Optimization: Partner with Sales, Product, and Clinical leaders to ensure the "voice of the customer" directly influences the product roadmap and implementation efficacy while also collaborating cross-functionally to deliver on client expectations and contractual commitments.
- Growth Strategy: Collaborate with the Growth team to identify expansion opportunities within existing accounts, increasing Well's total footprint and value proposition.
Requirements- Experience: 15+ years of experience in healthcare benefits, digital health, or management consulting, with at least 5-7 years in a senior leadership role overseeing a department.
- Relationship Management: Proven track record of managing and expanding relationships with Fortune 500 executives and benefits consultants.
- Operational Excellence: Demonstrated ability to build and scale services organizations within a fast-paced, "change-oriented" startup or growth-stage environment.
- Strategic Mindset: Entrepreneurial approach to problem-solving, with the ability to anticipate market shifts and adapt the client success model accordingly.
- Analytical Rigor: Deeply data-driven with the ability to translate complex health engagement metrics into compelling financial and clinical value stories.
- Willingness to travel (estimated 10-20%)
