Vice President, Customer Success

Vice President of Customer Success

WellRight is a corporate wellness leader delivering customizable and complete wellness programs, used by organizations to improve the health and well-being of their employees and clients. Our mission is to help people live their best lives with industry-leading technology through personalized, holistic well-being. What sets us apart is our dedication to tailoring solutions to the unique needs of each customer we serve.

At WellRight, we embrace and celebrate diversity in all its forms. We are united by a common purpose: to create a meaningful impact through well-being programs that engage and inspire participants while delivering tangible results. Our goal is to foster well-being in the workplace with a versatile and empowering solution, allowing each individual to embark on their own well-being journey. We invite you to explore how you might contribute to our mission.

The Vice President of Customer Success will lead the performance, execution, and day-to-day operations of WellRight's customer-facing functions, including Customer Success and Customer Support. This leader will be responsible for delivering an exceptional client experience, driving retention and renewals, developing team members and ensuring operational excellence across the customer lifecycle.

The VP of Customer Success will partner closely with executive leadership to execute customer retention and engagement strategies while translating company objectives into clear priorities, processes and accountability across the Customer Success organization. This leader will provide practical recommendations for improving service delivery, operational effectiveness and customer outcomes.

Success in this role requires exceptional people leadership, relationship management, and execution skills. The ideal candidate is equally comfortable coaching and developing team members, building trusted relationships with clients and internal stakeholders, and driving results through disciplined operational management. They are energized by fast-paced environments and lead with a high degree of ownership, collaboration, and emotional intelligence.

Above all, the Vice President of Customer Success will foster a customer-centric culture focused on collaboration, customer advocacy, accountability, and continual improvement while developing future leaders within the organization.

Responsibilities:

• Lead the performance and operational execution of the Customer Success and Customer Support teams.
• Lead, coach, and develop Customer Success and Customer Support leaders and team members, creating a culture of accountability, professional growth, talent development, and succession planning.
• Execute customer retention and engagement strategies that drive renewal performance, long-term client partnerships and recurring revenue retention.
• Build and maintain trusted relationships with key clients, partners, and internal stakeholders, serving as a senior escalation point and ensuring alignment across customer, operational, and business objectives.
• Execute scalable operational processes, performance standards, and accountability measures across customer-facing functions
• Establish and monitor customer health metrics, renewal forecasting processes, operational KPIs, and risk mitigation strategies
• Partner cross-functionally with Product, Sales and Marketing to improve the customer lifecycle experience and drive organizational alignment
• Identify operational challenges and improvement opportunities, develop recommendations, and partner with leadership to implement solutions that improve efficiency, scalability, and customer outcomes.
• Oversee customer onboarding, implementation, support, and account management to ensure a consistent and high-quality customer experience
• Translate customer insights and feedback into actionable recommendations for product enhancements, process improvements, and service evolution
• Contribute to product strategy discussions and business requirement development in partnership with Product leadership
• Participate in strategic client meetings, partner discussions, and enterprise growth opportunities

Requirements:

• 10+ years of experience in customer success, account management, operations, or related leadership roles
• Proven experience leading customer-facing teams in a SaaS, technology, or high-growth environment
• Strong leadership skills with demonstrated success executing scalable processes, improving efficiencies, and driving organizational accountability
• Growth mindset with the ability to balance long-term vision and hands-on execution
• Experience leading cross-functional initiatives and influencing alignment across Product and Growth.
• Strong analytical, problem-solving, and decision-making capabilities
• Exceptional communication, relationship management, and executive presence
• High integrity, professionalism, and demonstrated emotional intelligence
• Comfortable navigating ambiguity and competing priorities in a dynamic, fast-paced environment
• Technical aptitude and ability to understand customer-facing technologies, CRM platforms, reporting tools, and operational systems
• Bachelor's degree required; advanced degree preferred
• Travel required up to 5%

WellRight is based in Chicago with a remote team distributed across the country.

We are dedicated to building a diverse, equitable, and inclusive workplace. People of all backgrounds, experiences, abilities, and perspectives are welcome here. We are an equal opportunity employer and encourage applicants from all backgrounds to apply.

We value every WellRight team member's unique talents, contributions, and viewpoints. If you're passionate about technology and wellness, we encourage you to apply even if you don't meet every listed requirement. You never know what opportunities might arise in the future!

Compensation & Benefits:

• Competitive Salaries
• Unlimited PTO + 11 Company Paid Holidays
• VTO (Volunteer Time Off)
• Flexible work schedule
• Whole Wellness
• 401(k) program matching
• Pet Wellness
• Paid Pregnancy Medical Leave & Paid Parental Leave
• At-home internet stipend
• Immediate access to a Udemy Business license
• Rewards and incentives for participation in our WellRight Wellness Program