Vice President, Customer Success

As the Vice President of Customer Success, you will be responsible for leading the charge for Wheel’s clients, which represent a standard setting list of healthcare and pharma brands and deliver millions of patient visits through Wheel every year. Given the strategic value of Wheel’s clients, the Vice President of Customer Success plays a pivotal role both internally and externally at the company connecting the dots on everything from strategic growth to roadmap development and operational standards.

The Vice President of Customer Success will lead all elements of Wheel’s client implementation, solutions and account management at Wheel, and serve as our clients’ biggest advocate. You will be responsible for driving client satisfaction at all phases of their Wheel journey from launch to, retention, and growth, and will work closely with cross-functional teams to ensure the delivery of Wheel’s promise to our clients.

What You’ll Do

• Serve as the exec lead on Wheel’s enterprise accounts, driving internal and external alignment on product and operations priorities and ensuring the client voice is heard & understood by all Wheel team members.
• Lead, develop and manage a standard setting client success team that Wheel clients love to work with and Wheel team mates enjoy collaborating with to ensure client and patient success.
• Drive Wheel’s client retention, expansion and growth strategy, hitting or exceeding revenue targets for client expansion.
• Lead all aspects of Wheel’s client implementation and continuously improve our enterprise implementation methodology and approach across segments to drive client satisfaction and successful launches.
• Lead cross-functional collaboration across Wheel’s operational teams including R&D, Network Operations, Clinical Operations and Finance to drive key initiatives to ensure performance to client requirements and attain high client NPS.
• Partner closely with Wheel’s leadership team to ensure the successful delivery of our platform as well as delivering insights to R&D and Operations that drive strategic growth channels for the business.
• Develop and implement strategies to optimize client onboarding, adoption, and ongoing usage of our platform and services, building on the existing. implementation methodology to create a world class, enterprise strategy.
• Monitor and analyze client usage data, and use insights to drive product and service improvements.
• Develop and deliver regular reports on client success metrics, and use data to drive continuous improvement in client success initiatives.
• Stay up-to-date on industry trends and best practices in client success and virtual care delivery, and share insights with the broader team to drive innovation and growth.

Who You Are

• 12+ years of experience in client success, account management, or client success roles in enterprise healthcare, or virtual care delivery organizations.
• 7+ years of experience leading and managing high-performing client success teams across Solutions, Implementation, and Account Management
• Experience managing a P&L, and driving optimization and scalability of your business units.
• Experience and deep understanding of R&D organizations and tech products, ability to work closely with Solutions Engineers to understand client needs and drive optimal implementations as well as upsell/cross-sell opportunities.
• Proven track record of driving client satisfaction, retention, and growth.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and internal stakeholders.
• Strong data analysis skills, with the ability to derive insights from data and use them to drive quick business decisions.
• Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.
• Bachelor’s degree in business, marketing, or a related field; MBA or advanced degree preferred.

Salary and Perks

Pay Range: $221,000 – 299,000 base compensation. The role also offers a 20% bonus.