[Hiring] Vice President, Customer Success @WellRight

Role Description

The Vice President of Customer Success will lead the performance, execution, and day-to-day operations of WellRight’s customer-facing functions, including Customer Success and Customer Support. This leader will be responsible for delivering an exceptional client experience, driving retention and renewals, developing team members, and ensuring operational excellence across the customer lifecycle.

The VP of Customer Success will partner closely with executive leadership to execute customer retention and engagement strategies while translating company objectives into clear priorities, processes, and accountability across the Customer Success organization. This leader will provide practical recommendations for improving service delivery, operational effectiveness, and customer outcomes.

Success in this role requires exceptional people leadership, relationship management, and execution skills. The ideal candidate is equally comfortable coaching and developing team members, building trusted relationships with clients and internal stakeholders, and driving results through disciplined operational management. They are energized by fast-paced environments and lead with a high degree of ownership, collaboration, and emotional intelligence.

Above all, the Vice President of Customer Success will foster a customer-centric culture focused on collaboration, customer advocacy, accountability, and continual improvement while developing future leaders within the organization.

Responsibilities

• 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.

Qualifications

• 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: We ensure fair and competitive compensation for your skills and contributions.
• Unlimited PTO + 11 Company Paid Holidays: We believe in mutual trust between employer and employee.
• VTO (Volunteer Time Off): Employees may participate in scheduled volunteer opportunities or on their own time.
• Flexible work schedule: We support a high level of autonomy and responsibility.
• Whole Wellness: We offer affordable health, dental, and vision options.
• 401(k) program matching: 100% with Company contribution of up to 4%.
• Pet Wellness: Comprehensive pet wellness plan that reimburses employees for preventive and routine pet care.
• Paid Pregnancy Medical Leave & Paid Parental Leave: Up to 12 weeks of paid medical leave for pregnancy.
• At-home internet stipend: Ensuring you have the tools and environment needed for success.
• Immediate access to a Udemy Business license: Unlimited access to online learning resources.
• Rewards and incentives for participation in our WellRight Wellness Program: Unlimited monetary incentives through our WellRight Wellness Platform.