Head of Client Success, Wellbeing; Remote

Location: Remote, US

Employment Type:

Who We Are

Because health is personal. That's why Personify Health created the first and only personalized health platform—bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together, our team is on a mission to empower people to lead healthier lives.

Learn even more about the work that drives us at

At Personify Health, we value and celebrate diversity and are committed to creating an inclusive environment for all employees. We believe in creating teams made up of individuals with various backgrounds, experiences, and perspectives. Why? Because diversity inspires innovation, collaboration, and challenges us to produce better solutions. But more than this, diversity is our strength, and a catalyst in our ability to #changelivesforgood.

Location: Remote (U.S.) |
Preferred: New York/New Jersey-based talent

What You'll Actually Do

The role

The Head of Client Success, Wellbeing is the senior-most Customer Success leader within the Wellbeing division at Personify Health. Reporting to the Chief Growth Officer, Wellbeing, you will lead a global organization of managers and their teams serving about 1,000 large direct employer, channel, and health plan clients, and you will be accountable for the renewal, retention, and expansion results that drive our growth.

This is a remote role.

Your organization owns client satisfaction, renewals, retention, and growth within our existing client base, along with the health and engagement outcomes our clients expect from us. As a member of the Personify Wellbeing Commercial Leadership Team (CLT), you will help the executive team and board shape strategy and cross-functional plans, set the vision and operating model for Customer Success, advise on client strategy and program design, and serve as the executive escalation point across our global book of business.

Who you are

You are a senior executive who has led customer success or account management at scale, ideally in digital health, health plans, or health systems. You care about health and wellbeing, you keep a close eye on the industry, the competition, and the regulatory environment that affect our clients, and you work with client executives as a trusted advisor, not just a point of contact.

Essential Functions/Responsibilities/Duties

This is a broad executive role. These are the areas where you will make the biggest difference:

• Lead and develop a global organization, building a strong leadership bench of managers with a range of experience and tenure
• Lead transformative change: set the vision for Customer Success and realign team structures and ways of working to optimize results as our business and clients evolve
• Be accountable for client satisfaction, annual renewals, and net growth targets across a complex, demanding client base
• Own client health scoring and retention forecasting, and hold the organization accountable for spotting and acting on risk early
• Drive "Land and Expand" within existing clients, cross-selling and upselling our growing set of technology and services, and driving adoption of product expansions
• Help clients see the value they are getting by reporting on outcomes and ROI, and turn successful clients into references
• Act as a strategic advisor and executive sponsor to senior client decision makers, step into select quarterly and annual reviews, and set the standard for how Customer Success Managers (CSMs) build strategic recommendations and action plans tied to each client’s goals
• Stay close to your clients’ business models…