Vice President, Customer Success

🔥 1 hour ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $160k - $175k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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WellRight

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

☁️ SaaS

🤝 B2B

🧘 Wellness

💰 $625k Series B - WellRight on 2014-10

SaaS • B2B • Wellness

WellRight is a B2B SaaS employee wellbeing platform that helps employers, health systems, health plans, and benefit consultants design, deliver, and manage customizable wellness programs. The platform provides personalized content, integrated coaching, configurable features, and seamless integrations to drive engagement, retention, and holistic outcomes across multiple dimensions of wellbeing. WellRight emphasizes flexibility and consultative partnerships to implement, scale, and continuously evolve employer-focused wellbeing programs.

📋 Description

• 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%

🏖️ Benefits

• Competitive Salaries • Unlimited PTO + 11 Company Paid Holidays • VTO (Volunteer Time Off) • Flexible work schedule • Whole Wellness • 401(k) program matching 100% • 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