Customer Success Data Architect

Summary

Join Get Well as a Customer Success Data Architect and leverage your expertise in data architecture, analytics, and visualization to drive product utilization and improve client outcomes. This remote position, with a preference for the Washington, DC metro area, requires a strong understanding of healthcare data and the ability to translate complex information into actionable insights. You will collaborate closely with Customer Success leaders, internal teams, and clients to optimize workflows, develop predictive models, and enhance customer satisfaction. The role demands strong analytical and communication skills, along with experience in data modeling, ETL processes, and data visualization tools. Get Well offers a comprehensive benefits package, including generous paid time off, various leave programs, retirement savings opportunities, health benefits, and more.

Requirements

• 5+ years of experience in data architecture, data analytics, or a related field
• Experience working with healthcare data sets
• Proven track record of translating data insights into actionable strategies that drive customer success, product utilization, and ROI
• Experience working with large, complex datasets and using data tools such as SQL, Python, R, Tableau, Power BI, or similar tools for reporting and visualization
• Strong understanding of data modeling, ETL processes, and data pipeline management
• Advanced proficiency in data visualization tools (e.g., Tableau, Power BI, Looker) to create clear, compelling reports and dashboards
• Strong analytical and problem-solving skills, with the ability to distill large sets of data into clear, actionable insights
• Ability to work with cross-functional teams (Product, Engineering, Marketing, Sales) to ensure client needs are being met through data-driven solutions
• Excellent communication skills, with the ability to present data-driven insights to both technical and non-technical stakeholders
• Strong project management skills, with the ability to manage multiple priorities and deadlines

Responsibilities

• Design and implement data structures that capture meaningful client engagement and usage patterns
• Build and maintain data pipelines, dashboards, and reporting systems that provide insights into client behavior, product usage, and success metrics
• Ensure data integrity, accuracy, and consistency in reporting systems
• Analyze customer usage data and identify trends, patterns, and opportunities to increase product utilization and client satisfaction
• Translate complex data into clear, actionable insights for client success teams, providing them with recommendations for improving engagement, retention, and ROI
• Develop predictive models and reports to anticipate customer needs, flag potential churn risks, and identify upsell/cross-sell opportunities
• Support the Customer Success team in identifying early indicators of churn or dissatisfaction, and proactively recommend solutions to prevent churn and increase product adoption
• Work closely with Customer Success leaders to understand customer challenges and goals, helping them craft data-driven strategies for improving customer outcomes
• Support internal teams (product, support, sales) by providing data insights to help them understand client pain points, product adoption trends, and areas for improvement
• Lead data-driven initiatives to help the Customer Success team optimize workflows, reporting, and performance metrics
• Use data to segment clients and tailor success strategies based on usage behavior, engagement levels, and specific organizational goals
• Monitor customer outcomes and utilization metrics to ensure that customers are fully leveraging the product's capabilities and realizing maximum value
• Develop and communicate success stories based on client data, showcasing how product usage leads to increased ROI and improved clinical outcomes
• Collaborate with product teams to deliver insights that inform product improvements and new feature development based on client needs and feedback
• Build and deliver regular reports, dashboards, and presentations to internal teams and customers, highlighting key success metrics, usage patterns, and actionable insights
• Present data-driven recommendations to executive leadership on ways to increase customer retention, growth, and overall satisfaction
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

Benefits

• Exceptionally generous paid time away from work
• A variety of paid leave programs
• Savings opportunities with 401(k) and incentive plans
• Internal education programs
• Full array of health benefits
• Fitness reimbursement
• Cell phone subsidy
• Casual offices with snacks and drinks
• Peer recognition programs
• Health advocacy and employee assistance programs
• Pet insurance