Head of Client Success, Wellbeing

Personify Health•Remote,

1d•$265,000 - $295,000•Remote

About The Position

The Head of Client Success, Wellbeing is the senior-most Customer Success leader in Personify Health’s Wellbeing division. Reporting to the Chief Growth Officer, Wellbeing, this leader manages a global organization of managers and teams serving approximately 1,000 large direct employer, channel, and health plan clients. The role is accountable for renewals, retention, expansion, client satisfaction, and the health and engagement outcomes clients expect. As a member of the Personify Wellbeing Commercial Leadership Team, the Head of Client Success helps shape executive and board strategy and cross-functional plans, establishes the Customer Success vision and operating model, advises on client strategy and program design, and serves as the executive escalation point for the global client base. The role leads organizational development and change, manages Customer Success financial and operational performance, and partners with clients and internal teams to improve outcomes and grow existing relationships. This is a remote U.S. position, with a preference for candidates based in New York or New Jersey. The position requires travel 25–50% of the time.

Requirements

Bachelor’s degree required.
At least 10 years in progressively senior leadership roles in customer success, account management, or professional services, including leading managers and large teams.
Experience leading a global organization in a complex, matrixed, cross-functional environment, including P&L accountability.
Experience driving transformative change.
Experience leading a commercially oriented Customer Success function focused on strategic client advising and adoption of product expansions.
Proven success in a consultative account executive environment, building relationships with senior client decision makers.
Track record of building leadership teams that deliver profitable results and hold them accountable for analyzing client health metrics and identifying retention risks early.
Strategic thinking and experience realigning team structures, with the ability to translate vision into an actionable plan.
Executive presence, emotional intelligence, an innovative spirit, and a data-driven mindset.
Excellent communication skills, including the ability to brief executives and boards, speak publicly with diplomacy and confidence, and attend to detail.
Passion for client success, health, and wellbeing, and energy for a fast-paced, innovative environment.
Willingness to travel 25–50% of the time.
Ability to operate a computer and other productivity equipment, communicate and exchange accurate information, and observe details at close range.

Nice To Haves

MBA.
Experience in technology or tech-enabled services.
Domain experience in digital health, wellbeing, total rewards, health plans, or benefits administration.

Responsibilities

Lead and develop a global organization, building a strong leadership bench of managers with varied experience and tenure.
Set the vision for Customer Success and lead transformative change, including realigning team structures and ways of working as the business and clients evolve.
Be accountable for client satisfaction, annual renewals, and net growth targets across a complex client base.
Own client health scoring and retention forecasting, and ensure the organization identifies and addresses risk early.
Drive land-and-expand growth in existing clients through cross-selling and upselling technology and services, and increasing adoption of product expansions.
Report on client outcomes and return on investment, demonstrate client value, and develop successful clients into references.
Serve as a strategic advisor and executive sponsor to senior client decision makers; participate in selected quarterly and annual reviews and set standards for CSM recommendations and client action plans.
Keep the organization informed about clients’ business models and employee health, wellbeing, and engagement priorities.
Own the Customer Success P&L, including workforce planning, forecasting, and cost-to-serve, using automation and AI where useful.
Communicate the product roadmap to clients and represent the client perspective at the executive table, partnering with internal leaders to meet client needs and improve the offering.
Represent Customer Success in the mid and late stages of strategic sales pursuits.
Partner with fellow executives to break down silos and drive continuous organizational improvement.
Monitor the health technology market and influence strategy and execution as it changes.