Vice President, Client Success

Description

Company: Well is a healthcare innovation company with the heart of a services organization and the DNA of a SaaS platform. Our Dynamic Engagement System transforms workforce health by uniting AI, human guidance, and proven behavioral science to reduce costs, improve outcomes, and create resilient, thriving workforces. We partner with the world's largest, most sophisticated employers and the consultants who advise them. We're a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees. We promote an employee- and member-centric culture with generous benefits, which you can learn more about here:

Position 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

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

• 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.
• Proven track record of managing and expanding relationships with Fortune 500 executives and benefits consultants.
• Demonstrated ability to build and scale services organizations within a fast-paced, "change-oriented" startup or growth-stage environment.
• Entrepreneurial approach to problem-solving, with the ability to anticipate market shifts and adapt the client success model accordingly.
• 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%)