Vice President, Strategic Account Management & Customer Success

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Hello Heart

πŸ’΅ $240k-$270k
πŸ“Remote - United States

Job highlights

Summary

Join Hello Heart as the Vice President, Strategic Account Management & Customer Success, leading a team focused on exceptional client satisfaction and strong relationships. You will drive customer outcomes, optimize the customer lifecycle, and manage success activities. This role requires architecting and improving operational plans to achieve high client retention and value. Reporting to the Chief Client Officer, you will own client lifecycle and satisfaction, ensuring maximum value throughout the client journey. You will be a people leader balancing a results-oriented culture while unlocking team potential. The position involves managing key metrics like ARR, adoption, and retention, and collaborating with various teams to achieve strategic goals.

Requirements

  • 12+ years of experience leading teams in a customer-facing capacity (e.g., Account Management, Client Success, Sales), managing at least $100+ Million in ARR and achieving 100% YoY expansion
  • Previous experience working B2B within the Benefits Administration, Digital Therapeutics, or other relevant digital health industry
  • Proven track record of problem-solving and strong negotiation skills, with the ability to impact overall client health
  • Proficiency with Salesforce CRM, Google Suite, Asana, and Slack
  • Excellent written and verbal communication skills, with the ability to build and foster positive business relationships cross-functionally
  • Exceptional organizational skills, with the ability to learn quickly and multitask in a fast-paced environment
  • Willingness to travel approximately 30% of the time seasonally

Responsibilities

  • Own team’s outcomes including ARR, adoption, health score, revenue retention, renewal rate, expansion revenue, churn rate and advocacy
  • Retain Customer Satisfaction of 95%+
  • Secure Customer Retention at 95%+
  • Measure and uphold Customer Health at 90%+, ensuring no-risk clients
  • Manage and scale enrollment activities to drive and maintain new user growth, anticipating churn to maintain ARR goals
  • Focus on expanding contract value and driving overall CARR
  • Position cost savings analysis as needed to show program value
  • Create and drive strategic plans in coordination with CSM and Customer Success to drive higher client health
  • Measure by moving at-risk clients to health
  • Measure by client changing utilization of Hello Heart product
  • Partner with Enablement to identify and create training programs aimed at improving client health, including negotiation skills, overcoming barriers, presenting value stories, and objection handling
  • Support stakeholder mapping and strategy development by understanding client ecosystems and driving deep integration through ecosystems
  • Anticipate and mitigate risks to client health, identifying key metrics to track client progression and barriers, and deploying strategies to drive growth and manage risk
  • Train teams on the value proposition of the product through meeting and exceeding key success metrics identified through clinical and financial goals
  • Utilize problem-solving and negotiation skills to train and support the Client Success team, ensuring maximum value throughout the client lifecycle
  • Manage and track all the administrative tasks including client campaigns, client health, Salesforce, other client specific projects etc
  • Drive renewals including the skills to negotiate appropriate renewal rates and terms

Benefits

The US base salary range for this full-time position is $240,000.00 to $270,000.00

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