- Company Name
- WellTheory
- Job Title
- Customer Success Manager
- Job Description
-
Job title: Customer Success Manager
Role Summary: Own day‑to‑day relationships with enterprise clients, serving as their strategic advisor while driving adoption, retention, renewals, and expansion of digital health and wellness programs. Operate cross‑functionally with Sales, Product, Operations, Engineering, and Care teams to deliver data‑driven business reviews, resolve issues, and develop scalable playbooks.
Expectations:
- Manage complex client ecosystems with a focus on long‑term partnership outcomes.
- Deliver measurable engagement, utilization, and ROI metrics to client stakeholders (HR, benefits, wellness, and medical directors).
- Secure renewals and identify expansion opportunities, ensuring client success drives revenue growth.
Key Responsibilities:
- Build and maintain trusted relationships with client leaders, from day‑to‑day champions to C‑suite executives.
- Drive program utilization, engagement, and adoption through strategic recommendations and tactical support.
- Conduct regular data‑driven business reviews, providing insights, recommendations, and actionable plans.
- Anticipate and resolve client issues proactively, escalating complex matters with urgency and care.
- Author and refine client success playbooks, best practices, and scalability frameworks.
- Collaborate with internal teams (Sales, Product, Ops, Engineering, Care) to align client priorities with operational delivery.
Required Skills:
- 5+ years enterprise client success or account management experience, preferably in digital health, benefits, or B2B2C environments.
- Strong relationship‑building and cross‑level communication skills; adept at tailoring tone for diverse audiences.
- Strategic storytelling ability—translate data into insights and action plans that influence decisions.
- Excellent project management, ability to juggle multiple accounts while maintaining structure around ambiguity.
- Entrepreneurial mindset; comfortable starting as a solo contributor and scaling processes.
- Adaptability, resourcefulness, and resilience in a dynamic, remote work setting.
- Empathy for the autoimmune patient experience and ability to convey that understanding to stakeholders.
Required Education & Certifications:
- Bachelor's degree in Business, Health Sciences, or related field preferred.
- Relevant certifications in Customer Success, Account Management, or Project Management (e.g., Certified Customer Success Manager, PMP) are a plus.