Vice President, Customer Success

JOB SUMMARY:

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

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%

OUR TEAM:

WellRight is based in Chicago with a remote team distributed across the country.

We are dedicated to building a diverse, equitable, and inclusive workplace. People of all backgrounds, experiences, abilities, and perspectives are welcome here. We are an equal opportunity employer and encourage applicants from all backgrounds to apply. 

We value every WellRight team member’s unique talents, contributions, and viewpoints. If you’re passionate about technology and wellness, we encourage you to apply even if you don't meet every listed requirement. You never know what opportunities might arise in the future!

COMPENSATION & 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. Employees are encouraged to take time off to maintain a healthy work-life balance.

• VTO (Volunteer Time Off)
• • As part of our WellRight Gives Back program, employees may participate in scheduled volunteer opportunities or on their own time, at a minimum of 3 hours per quarter. 

• Flexible work schedule 
• • We support a high level of autonomy and responsibility, believing that flexibility and asynchronous work lead to the best outcomes.

• Whole Wellness 
• • We offer affordable health, dental, and vision options.
  • Long-term and short-term disability insurance is fully covered by WellRight, along with additional voluntary benefits such as supplemental life insurance, transit benefits, legal services, identity protection, and pre-tax savings accounts. 
  • We pride ourselves on reducing your healthcare burdens by offering a robust variety of benefits plan options designed to support diverse individual needs.

• 401(k) program matching 
• • 100% with Company contribution of up to 4%. All matches are immediately vested.
  • We’re dedicated to supporting your financial future.

• Pet Wellness
• • We offer access to a comprehensive pet wellness plan that reimburses employees for preventive and routine pet care. At WellRight, we believe pets are an extension of the family, and we provide resources to help you better support and care for your furry friends.
• Paid Pregnancy Medical Leave & Paid Parental Leave
• • We offer up to 12 weeks of paid medical leave for pregnancy and up to 6 weeks of paid parental leave for spouses, adoption, or foster care placement.
  • Families come in many forms, and we believe in supporting working parents with appropriate leave.

• At-home internet stipend 
• • In our primarily remote work environment, we want to ensure you have the tools and environment needed for success.

• Immediate access to a Udemy Business license
• • As we grow, your professional development is vital to our collective success. Udemy offers our employees unlimited access to online learning resources.

• Rewards and incentives for participation in our WellRight Wellness Program
• • We prioritize your well-being with unlimited monetary incentives through our WellRight Wellness Platform and a $125 Annual Fitness Tracking Equipment Allowance.