Head of Client Success - Wellbeing

Overview

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 personifyhealth.com.

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 

Responsibilities

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 and their employee health, wellbeing, and engagement priorities, and make that the standard for your team
• Own the Customer Success P&L, including workforce planning, forecasting, and cost-to-serve, using automation and AI where they help
• Share the product roadmap with clients clearly and with energy, and be the voice of the client at the executive table, partnering with internal leaders to meet client needs and improve our 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 improvement across the organization
• Stay on top of the health technology market and serve as a key influencer of strategy and execution as it changes

Qualifications

What You Bring to Our Team

Education and Experience

To represent the best of what we have to offer, you bring:

• Bachelor’s degree required; MBA preferred
• 10+ years in progressively senior leadership roles in customer success, account management, or professional services, preferably in technology or tech-enabled services, including leading managers and large teams
• Domain experience in digital health, wellbeing, total rewards, health plans, or benefits administration preferred
• Proven success in a consultative account executive environment, building relationships with senior client decision makers
• Experience leading a global organization in a complex, matrixed, cross-functional environment, including P&L accountability
• Experience driving transformative change
• Experience leading a Customer Success function with a commercial mindset, with a strong focus on being a strategic advisor to clients and driving adoption of product expansions
• A track record of building leadership teams that deliver profitable results, and of holding them accountable for analyzing client health metrics and catching retention risks early
• Strategic thinker with experience realigning team structures to optimize success, and the skill to turn vision into a working plan
• Executive presence, emotional intelligence, an innovative spirit, and a data-driven mindset
• Excellent communicator who can brief executives and boards, with diplomacy, confidence as a public speaker, and attention to detail
• Passion for client success, health, and wellbeing, and energy for a fast-paced, innovative environment

Physical Requirements

• Must be willing to travel 25 - 50% of the time.
• Constantly operates a computer and other productivity equipment.
• Must communicate information and ideas so others understand. Must be able to exchange accurate information in these situations.
• Must be able to observe details at close range.

Disclaimer

This job description is not intended to contain a comprehensive list of activities, duties, or responsibilities, but constitutes a general description of the scope and function of the role within the company. Activities, duties, and responsibilities are subject to change at any time with or without notice.

Benefits

The Highlights:

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes, we use what we build)
• Unlimited PTO—rest and recharge time is non-negotiable
• Mental health support, retirement planning, and financial protection
• Professional development with clear career progression and learning budgets
• Mission-driven culture where diverse perspectives drive real impact on people's health

Want the full picture? Visit personifyhealthbenefits.com to explore our complete benefits package, wellness programs, and other employee perks.

Compensation: This position offers a base salary range of $265,000 - $295,000, depending on location, skills, and experience. You're eligible for our full benefits package starting day one.

Our Commitment: Personify Health is an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive—because diversity is core to who we are and critical to our work in health and wellbeing.

Stay Safe: Personify Health will never ask for payment or sensitive personal information like social security numbers during hiring. All official communication comes from verified company email addresses and or our secure applicant tracking system. Suspicious requests? Report them to [email protected]. View all legitimate openings at personifyhealth.com/careers.