Head of Client Success

Title: Head of Client Success (HOCS)
 

Reporting to: Chief Commercial Officer


Location: This position can be based remotely
 

Opportunity: 

The Head of Client Success will be instrumental in ensuring the success and satisfaction of our US Healthcare Provider clients, playing a pivotal role in fostering long-term relationships and driving revenue growth through both retention and expansion opportunities. This leader will build and maintain strong relationships with our clients and will hone a keen sense for the critical drivers of value and ROI. The Head of Client Success will serve as an effective “Voice of the Customer” and promote product and service enhancements which align to client needs. The ideal candidate will possess a combination of client success leadership, healthcare industry expertise, and strategic thinking to exceed client satisfaction and revenue goals.

Organizational Structure:

The HOCS will report directly to the Chief Commercial Officer and will work in partnership with the Head of Provider Sales. The role will involve leading a team of three Client Growth Principals focused on client retention and growth and a broader Client Success Organization (CSO) of a fifty person dedicated team of client success VPs, Directors, and Client Services Managers.

Responsibilities:

• Lead and Manage Client Success Team:
  • Manage and lead a team of Growth Principals, Client Success VPs, Directors and Managers, providing coaching, motivation, and support to ensure client satisfaction and achieve revenue retention and upsell goals.
• Collaborate with Provider Sales:
  • Work closely with the Chief Commercial Officer and Account Executives to align client success efforts with sales strategies, ensuring a seamless approach to advancing client relationships and maximizing client value.
• Client Retention and Growth:
  • Develop and implement strategies to enhance client retention and drive upsell opportunities within existing accounts.
• Strategic Planning:
  • Collaborate with the leadership team to develop and share a strong point of view on the company's client success strategy, informed by comprehensive analysis of client satisfaction and outcomes.
• Product Development:
  • Work in close collaboration with  Product Management leadership to convey client product and feature requests and feedback.
  • Communicate strategic priorities among clients that can be addressed through product design and development
• Client Communication:
  • Keep the leadership team informed on client success strategy, performance, and outcomes through regular reporting and analysis.

About You:

• Client Success Leadership:
  • Proven track record in client success leadership in a healthcare services or technology environment, actively contributing to client success initiatives while leading a team.
  • Managed revenue portfolios at ~$100M and had financial accountability for client growth and revenue retention.
  • Proven track record of accountability for managing client renewals, expansions, and retention and managing and motivating teams to hit revenue targets. 
• Healthcare Industry Expertise:
  • In-depth knowledge and experience in the healthcare industry, particularly in the US Hospitals and Health Systems segment.
  • Demonstrated track record of building and maintaining relationships in the healthcare provider segment.
• Relationship Building:
  • Commitment to client satisfaction with a focus on building relationships, understanding value drivers, and identifying opportunities for client growth.
• Analytical Skills:
  • Strong analytical and problem-solving skills, particularly in assessing client satisfaction, identifying areas for improvement, and maximizing revenue opportunities.
• Collaborative Leadership:
  • Demonstrated ability to lead and motivate a client success team, fostering a collaborative and high-performance culture.
  • Leadership in effectively advocating for client needs with senior leadership and functional peers across Product, Services, Support, and Marketing.
• Growth Mindset and Experience:
  • Strong commercial acumen and judgment; proven track record of successfully leading large and complex client negotiations.
  • Experience and ability to partner effectively with sales teams ensuring open knowledge sharing and collaboration in pursuit of growth opportunities.
• Communication Skills:
  • Excellent communication skills, both written and verbal, with the ability to convey complex information in a clear and compelling manner.

About Get Well

We are a global digital health company with more than 20 years of experience improving patient engagement. Through partnerships with some of the most progressive hospitals and health systems in the world, we use digital technology to improve the healthcare experience for patients, their families, and clinicians.

The estimated pay scale for this position is $225,000 - $280,000. Base salary is dependent upon many factors including, but not limited to, education, experience, and skills. This range is subject to change and may be modified in the future. This position is eligible for an annual commission plan based on achievement of revenue expansion and retention targets. In addition, Get Well offers a comprehensive benefit package, 401K and incentive plans, exceptionally generous paid-time away, paid leave programs, wellness reimbursement, cell phone subsidy, peer recognition programs, health advocacy and employee assistance programs, pet insurance, and so much more.

Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

Salary : $225,000 - $280,000