Vice President, Customer Success

Job Title: Vice President, Customer Success

Location: Remote USA, Preferred locations include Bay Area, CA, Austin, TX, and secondary locations are Chicago, IL, Atlanta, GA, Boston, MA, New York City, Denver, CO and Seattle, WA

About the Company

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care  offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians.

Discover how Wheel is transforming the future of healthcare by visiting  .

About the Role

As the Vice President of Customer Success, you will be responsible for leading the charge for Wheel’s clients, which represent a standard setting list of healthcare and pharma brands and deliver millions of patient visits through Wheel every year. Given the strategic value of Wheel’s clients, the Vice President of Customer Success plays a pivotal role both internally and externally at the company connecting the dots on everything from strategic growth to roadmap development and operational standards.

The Vice President of Customer Success will lead all elements of Wheel’s client implementation, solutions and account management at Wheel, and serve as our clients’ biggest advocate. You will be responsible for driving client satisfaction at all phases of their Wheel journey from launch to, retention, and growth, and will work closely with cross-functional teams to ensure the delivery of Wheel’s promise to our clients.

What You’ll Do

Serve as the exec lead on Wheel’s enterprise accounts, driving internal and external alignment on product and operations priorities and ensuring the client voice is heard & understood by all Wheel team members.

Lead, develop and manage a standard setting client success team that Wheel clients love to work with and Wheel team mates enjoy collaborating with to ensure client and patient success.

Drive Wheel’s client retention, expansion and growth strategy, hitting or exceeding revenue targets for client expansion.

Lead all aspects of Wheel’s client implementation and continuously improve our enterprise implementation methodology and approach across segments to drive client satisfaction and successful launches.

Lead cross-functional collaboration across Wheel’s operational teams including R&D, Network Operations, Clinical Operations and Finance to drive key initiatives to ensure performance to client requirements and attain high client NPS.

Partner closely with Wheel’s leadership team to ensure the successful delivery of our platform as well as delivering insights to R&D and Operations that drive strategic growth channels for the business.

Develop and implement strategies to optimize client onboarding, adoption, and ongoing usage of our platform and services, building on the existing. implementation methodology to create a world class, enterprise strategy.

Monitor and analyze client usage data, and use insights to drive product and service improvements.

Develop and deliver regular reports on client success metrics, and use data to drive continuous improvement in client success initiatives.

Stay up-to-date on industry trends and best practices in client success and virtual care delivery, and share insights with the broader team to drive innovation and growth.

Who You Are

12+ years of experience in client success, account management, or client success roles in enterprise healthcare, or virtual care delivery organizations.

7+ years of experience leading and managing high-performing client success…