Customer Success Director – Strategic Accounts

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $145k - $160k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Wagmo

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Seed Round on 2022-06

Healthcare • Consulting • Logistics

Wagmo is a company dedicated to supporting pet parents through comprehensive pet wellness and insurance plans. They offer standalone options for routine and preventative pet care as well as insurance coverage for unexpected emergencies and illnesses. Wagmo collaborates with HR professionals and benefit consultants to provide pet wellness benefits to employees, aiming to enhance employee satisfaction and productivity. Their services include reimbursements for routine pet care, emergency medical coverage, pet brand discounts, 24/7 telehealth services, and exceptional customer service.

📋 Description

• Own the post-sale relationship for a named book of enterprise accounts from onboarding through enrollment, engagement, expansion, and renewal • Manage post-sale onboarding and partner with the onboarding team to ensure first-year enrollment success • Build and maintain quarterly strategic account plans with owners, risks, goals, and next steps • Conduct quarterly business reviews with clients • Serve as the senior trusted point of contact across clients' HR, Benefits, Total Rewards, Finance, and broker teams • Track and improve employee engagement, including active-user rate, wellness plan usage, claims activity, app and portal activity, and NPS/CSAT • Translate account data into value stories covering employee sentiment, retention, recruiting impact, and benefit ROI • Own renewals and expansions, including expanded eligible populations, additional coverage tiers, and new product offerings • Track renewal timelines and account health at least 12 months ahead • Build ROI narratives from enrollment and utilization data and lead renewal negotiations • Pursue multi-year renewals and secure references, case studies, and executive sponsors • Own enrollment percentage as the leading account-health indicator • Partner with Marketing and clients' HR/Communications teams on year-round enrollment and communications calendars • Diagnose low-enrollment risk and intervene with specific plans and dates • Partner with Implementation on launches and Sales on new-logo handoffs while remaining accountable for relationships • Represent client interests to Product, Marketing, and Finance and turn feedback into roadmap and process improvements • Forecast enrollment/engagement health, renewal, and expansion • Build and share Customer Success playbooks • Mentor CSMs on account planning, enrollment, QBRs, risk escalation, and renewal

🎯 Requirements

• 8+ years of B2B/SaaS customer success, account management, or client services experience • 3+ years owning a named strategic book with a retention and expansion number • Proven track record of meeting and exceeding NRR targets on strategic accounts • Demonstrated success driving adoption and enrollment for employee-facing programs where the customer controls rollout • Experience with Fortune 500 or large-enterprise HR, Benefits, and Total Rewards leaders • Experience working with brokers/consultants in a regulated, cyclical buying environment • Strong executive presence with VP and C-level stakeholders • Analytical ability using enrollment, claims, and engagement data • Ability to identify churn and contraction risk 6–12 months ahead and turn around at-risk accounts • Ability to partner with Sales, Implementation, Marketing, and Product • Excellent forecasting and operating discipline across renewal, expansion, and enrollment health • Experience with CRM and customer success tooling such as Salesforce or Gainsight • Track record of recognition for retention, expansion, or account growth • Nice to have: experience in pet insurance, voluntary benefits, or employee benefits administration

🏖️ Benefits

• Offers equity • Offers commission • Comprehensive health, vision, and dental coverage • HSA/FSA • 401(k) retirement planning with employer matching • Unlimited paid time off • Annual company holidays • Additional company-wide recharge days off • 12 weeks parental leave for eligible employees • Company paid Wagmo pet wellness and insurance plans • Regular company-wide events and team gatherings • Flexible and autonomous work environment • Annual company holidays and recharge days off

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