Senior Manager, Client Success

About the role

The Senior Manager, Client Success is a critical member of the Customer Success team leading the company's strong mission to make Hello Heart's users healthy and deliver an exceptional customer experience. This role will be a great fit for you if you are passionate about making a difference in members' health, energized by delivering high customer satisfaction, and think strategically about customer relationships.

Responsibilities

• Lead Hello Heart's strategic accounts with end-to-end ownership of client lifecycle for Fortune 500 clients, including, but not limited to member adoption, account retention, and growth,
• Exceptional executive presence and communication skills, with the ability to build credibility, influence senior stakeholders, and establish trusted relationships with Fortune 500 client leaders while effectively articulating and presenting the Hello Heart value proposition.
• Own all aspects of customer renewals, revenue retention, and growth
• Strategic challenger who asks the hard questions, constructively challenges assumptions, surfaces risks early, and brings a thoughtful perspective to drive better decisions and outcomes.
• Develop relationships with customers at the C-Suite level that provide insight into their company goals and strategies.
• Contribute to product roadmap planning, providing an important customer and user voice, work with the product team on identifying the ideal user experience and champion new product offerings with your customers
• High ownership and a strong bias toward action, with a proven ability to take initiative, drive results, and thrive on a fast-paced, high-performing team.
• Qualifications:
• Demonstrated fluency using AI tools and agents to execute workflows, analyze information, improve productivity, and independently evaluate and refine outputs
• 4+ years of enterprise customer success and/or account management experience, with a proven track record managing large, complex Fortune 500 employer clients
• Deep understanding of employer health care ecosystems and renewal cycles
• Ability to develop strategic customer strategies to support customer growth and retention & willing to ask hard questions, challenge assumptions, and surface risks
• Intellectual curiosity and a hunger to learn, demonstrated by digging into data, asking insightful questions, and proactively identifying opportunities to drive greater client impact.
• Proven track record exceeding ARR goals and client satisfaction across a book of business
• Strong preference for candidates based on the U.S. East Coast to support business needs
• A strong team player who can work with multiple functions within the company with the ability to effectively escalate to leadership matters that have a strategic impact
• Stellar written and verbal communication and presentation skills
• Highly organized, able to multitask, and easily adaptable to change
• Entrepreneurial, self-sufficient, and thrives in fast-paced environments
• Travel up to 40% to support client engagement, executive relationship building, and strategic account growth

Pay and benefits

The US base salary range for this full-time position is $145,000 to $165,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary only and do not include equity or benefits. #LI-DNP

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.