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Director of Customer Success

| Greater LA Area

At WELL, we are relentlessly focused on bringing innovation to the healthcare industry. To further that mission, we are now looking for a driven leader to oversee all aspects of Customer Success.

WELL’s Director of Customer Success will ultimately be responsible for the satisfaction and happiness of our customers. You will develop and scale a high quality professional services team of Account Managers and Support Representatives who are responsible for the satisfaction, growth and retention of existing business, as well as Implementation Managers who are responsible for the successful onboarding of new customers. You will contribute to your team’s success by overseeing hiring, implementing internal processes, and championing key initiatives across the company..

You will interact directly with WELL’s leadership team, as well as executive stakeholders from across WELL’s customer base to ensure that WELL exceeds expectations. By doing so, you will drive revenue through new customer onboarding, customer retention and upsell, and turning existing customers into referral sources.

If you'd like to be at the forefront of healthcare and technology, are excited at the prospect of joining a smart, driven, successful company, and want to build a team and processes critical to the success of that company... this may be the role for you.

What you will do in the role:

  • Design, implement, and evolve implementation, account management, and support models for a growing product offering and customer base
  • Create a company-wide culture of exceptional customer service
  • Grow/recruit and mentor a team of A+ Implementation Managers, Account Managers, and Support Representatives by coaching for growth, optimizing a transparent performance management process, and creating a rapid onboarding process for new members
  • Develop metrics for success by implementing an ongoing reporting model to manage performance and track progress
  • Improve customer acquisition and ongoing support costs by delivering a cost-effective model
  • Improve the technology and processes used by the Customer Success Team with a goal of streamlining activities and improving the consistency of outcomes
  • Align with internal teams on customer approach leading to improved customer communications, product roadmap, retention and upsell, and improved forecasting opportunities
  • Create a scalable, predictable stream of revenue for WELL as the company grows

Requirements

  • 5+ years of experience managing Customer Success teams (must include Implementation and Account Management functions). SaaS technology and healthcare specific experience is strongly desired.
  • Extensive client facing experience and an ability to handle complex client needs
  • Demonstrated track record of leading highly engaged teams, recruiting and developing top talent, and driving results
  • Experience working in a high growth environment, preferably in SaaS technology and healthcare
  • Experience scaling new products for small and large enterprises
  • Strong analytical skills and the ability to use data to drive decisions

Benefits

  • Full Health Benefits (Medical/Dental/Vision)
  • Generous equity package
  • Unlimited Vacation / PTO
  • Located in the heart of downtown Santa Barbara
  • Monthly commuter stipend
  • Fantastic company culture
  • Frequent happy hours and events
  • Stocked kitchen
  • Ergonomic desk setup
  • Dog friendly office
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • PardotCMS
    • Adobe CMS
    • Google AnalyticsCMS
    • Google AdsCMS
    • SalesforceCRM
    • MailChimpEmail
    • ZoominfoLead Gen

Location

Located in the heart of downtown Santa Barbara, just a 10 minute walk from the beach, and moments away from top eating and drinking establishments!

An Insider's view of Well Health, Inc.

What’s the vibe like in the office?

The WELL team is a group of lively, driven and hardworking individuals. There is always music playing and dogs hanging- making it truly enjoyable to come into the office. The environment is very collaborative and exciting. I feel valued and challenged every day- the 4pm beer from the office keg is always well deserved! 10/10 would recommend WELL!

Jess

Inside Sales Rep

What kinds of technical challenges do you and your team face?

As an integration engineer, I am exposed to working with different EHRs. Records kept by different facilities need to be interchangeable; the file formats and structure need to be consistent enough that they can be read by our software. I am always thrilled to use our tools in innovative ways to overcome the challenges of our healthcare IT industry

Stephanie

Integration Engineer

What makes someone successful on your team?

WELL’s Business Development Team is the foundation of our sales engine and secret sauce to the company’s incredible growth over the past few years. The most successful reps are hungry and creative. They exceed pipeline targets, crush activity metrics, and most importantly - elevate the team around them.

Tom

Business Development Manager

What is your vision for the company?

The average American spends more than $10K a year on healthcare, but customer service in medicine is rated the third-worst of any industry. We’re going to change that, giving patients delightful experiences, freeing the industry from clunky, obsolete communication practices, and making healthcare easier and more accessible—for everyone.

Guillaume

CEO

What are some social events your company does?

The social events WELL participates in vary from Socially Conscious to downright fun employee bonding time. Whether it's picking fruit to donate to homeless shelters or throwing an 80's themed party, WELL makes it easy to socialize outside of the office. Fantasy Football leagues, wine nights, soup kitchens, you name it, we do it!

Ali

Sr. Sales Enablement + Events Manager

What are Well Health, Inc. Perks + Benefits

Well Health, Inc. Benefits Overview

Full Health Benefits (Medical/Dental/Vision)
Generous equity package
Unlimited Vacation / PTO
Located in the heart of downtown Santa Barbara
Monthly commuter stipend
Fantastic company culture
Frequent happy hours and events
Stocked kitchen
Ergonomic desk setup
Dog friendly office

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Relocation Assistance
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
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