[Hiring] Head of Client Success @Personify Health

Role Description

The Head of Client Success, Wellbeing is the senior-most Customer Success leader within the Wellbeing division at Personify Health. Reporting to the Chief Growth Officer, Wellbeing, you will lead a global organization of managers and their teams serving about 1,000 large direct employer, channel, and health plan clients. You will be accountable for the renewal, retention, and expansion results that drive our growth. This is a remote role.

• Your organization owns client satisfaction, renewals, retention, and growth within our existing client base.
• You will help shape strategy and cross-functional plans, set the vision and operating model for Customer Success, advise on client strategy and program design, and serve as the executive escalation point across our global book of business.

Responsibilities

• Lead and develop a global organization, building a strong leadership bench of managers with a range of experience and tenure.
• Lead transformative change: set the vision for Customer Success and realign team structures and ways of working to optimize results.
• Be accountable for client satisfaction, annual renewals, and net growth targets.
• Own client health scoring and retention forecasting, and hold the organization accountable for spotting and acting on risk early.
• Drive “Land and Expand” within existing clients, cross-selling and upselling our growing set of technology and services.
• Help clients see the value they are getting by reporting on outcomes and ROI.
• Act as a strategic advisor and executive sponsor to senior client decision makers.
• Stay close to your clients’ business models and their employee health, wellbeing, and engagement priorities.
• Own the Customer Success P&L, including workforce planning, forecasting, and cost-to-serve.
• Share the product roadmap with clients clearly and with energy.
• Represent Customer Success in the mid and late stages of strategic sales pursuits.
• Partner with fellow executives to break down silos and drive continuous improvement across the organization.
• Stay on top of the health technology market and serve as a key influencer of strategy and execution.

Qualifications

• Bachelor’s degree required; MBA preferred.
• 10+ years in progressively senior leadership roles in customer success, account management, or professional services.
• Domain experience in digital health, wellbeing, total rewards, health plans, or benefits administration preferred.
• Proven success in a consultative account executive environment.
• Experience leading a global organization in a complex, matrixed, cross-functional environment.
• Experience driving transformative change.
• Experience leading a Customer Success function with a commercial mindset.
• A track record of building leadership teams that deliver profitable results.
• Strategic thinker with experience realigning team structures to optimize success.
• Executive presence, emotional intelligence, an innovative spirit, and a data-driven mindset.
• Excellent communicator who can brief executives and boards.
• Passion for client success, health, and wellbeing.

Requirements

• Must be willing to travel 25 - 50% of the time.
• Constantly operates a computer and other productivity equipment.
• Must communicate information and ideas so others understand.
• Must be able to observe details at close range.

Benefits

• Competitive base salary and benefits effective day one.
• Comprehensive medical and dental through our own health solutions.
• Unlimited PTO—rest and recharge time is non-negotiable.
• Mental health support, retirement planning, and financial protection.
• Professional development with clear career progression and learning budgets.
• Mission-driven culture where diverse perspectives drive real impact on people's health.

Compensation

This position offers a base salary range of $265,000 - $295,000, depending on location, skills, and experience. You're eligible for our full benefits package starting day one.

Our Commitment

Personify Health is an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive.