Vice President of Customer Success, Hello Heart
$240-270k
Salary shown is base and bonus only, and does not include equity
Cardiovascular health technology company
Open for applications
Cardiovascular health technology company
201-500 employees
Open for applications
$240-270k
Salary shown is base and bonus only, and does not include equity
201-500 employees
Company mission
To change the way people care for their hearts.
Role
Who you are
- 12+ years of experience leading teams in a customer-facing capacity (e.g., Account Management, Client Success, Sales), managing at least $100+ Million in ARR and achieving 100% YoY expansion
- Previous experience working B2B within the Benefits Administration, Digital Therapeutics, or other relevant digital health industry
- Proven track record of problem-solving and strong negotiation skills, with the ability to impact overall client health
- Proficiency with Salesforce CRM, Google Suite, Asana, and Slack
- Excellent written and verbal communication skills, with the ability to build and foster positive business relationships cross-functionally
- Exceptional organizational skills, with the ability to learn quickly and multitask in a fast-paced environment
- Willingness to travel approximately 30% of the time seasonally
What the job involves
- We are seeking a highly motivated and experienced Vice President, Customer Success to lead our efforts in ensuring exceptional client satisfaction and fostering strong relationships with our clients
- You will be leading and developing a strong, knowledgeable, and proactive client-facing team
- As the leading voice of the client, you will drive customer outcomes, define, and optimize the customer lifecycle while managing the success activities
- We are looking for someone that is able to architect, execute and continuously improve our operational plans and processes leading to high client retention and strong value output
- Reporting to our Chief Client Officer, you will drive strategic direction and enhance client outcomes
- You will own both our client lifecycle and satisfaction, ensuring maximum value throughout onboarding, training and support, client management, renewals, expansion, and advocacy
- You should be an experienced people leader that can balance upholding our results-oriented culture while also unlocking our team’s highest potential
- Ownership of team’s outcomes including ARR, adoption, health score, revenue retention, renewal rate, expansion revenue, churn rate and advocacy, such as:
- Retaining Customer Satisfaction of 95%+
- Securing Customer Retention at 95%+
- Measuring and upholding Customer Health at 90%+, ensuring no-risk clients
- Manage and scale enrollment activities to drive and maintain new user growth, anticipating churn to maintain ARR goals
- Focused on expanding contract value and driving overall CARR
- Position cost savings analysis as needed to show program value
- Responsible for creating and driving strategic plans in coordination with CSM and Customer Success to drive higher client health
- Measured by moving at risk clients to health
- Measured by client changing utilization of Hello Heart product
- Partner with Enablement to identify and create training programs aimed at improving client health, including negotiation skills, overcoming barriers, presenting value stories, and objection handling
- Support stakeholder mapping and strategy development by understanding client ecosystems and driving deep integration through ecosystems
- Anticipate and mitigate risks to client health, identifying key metrics to track client progression and barriers, and deploying strategies to drive growth and manage risk
- Train teams on the value proposition of the product through meeting and exceeding key success metrics identified through clinical and financial goals
- Utilize problem-solving and negotiation skills to train and support the Client Success team, ensuring maximum value throughout the client lifecycle
- Manage and track all the administrative tasks including client campaigns, client health, Salesforce, other client specific projects etc
- Drive renewals including the skills to negotiate appropriate renewal rates and terms
Our take
Heart disease is the leading cause of death across the United States, and action has never been more urgent in light of the Surgeon General's Call to Action on hypertension, a major preventable risk factor for all heart conditions. Hello Heart is a medical tech company that helps its users achieve lifestyle changes that will reduce their risk of heart disease, using artificial intelligence, behavioral science, a digital coaching app and connected monitoring tools to achieve this
Hello Heart is offered as a service to individuals via its app and to employers and health insurance who can offer it as a perk to their employees or customers. While other solutions exist, such as a plethora of health-related, gamified apps and coaching services, Hello Heart is somewhat unique with its membership of the American Heart Association's Innovator's Network, giving its solution a great deal of credibility compared to its rivals. Indeed, Hello Heart drives down health care costs by almost $2,000 a year per user, which has led to it being offered as a perk by companies such as Delta Airlines and Northwestern Mutual.
The company has raised a significant amount of funding, most recently in 2022 which saw it closing a Series D round. It is currently focusing on R&D efforts to improve the AI underpinning its technology, allowing it to add new and more thorough health tracking and coaching capabilities. With a popular and effective solution to a growing problem, Hello Heart is well poised to continue its run of success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
56% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2022
$70m
SERIES D
May 2021
$45m
SERIES C
Total funding: $138m
Company benefits
- Healthcare: Our team’s health and well-being is important to us. We offer a benefits package that includes medical, dental (U.S. only), and vision coverage to all team members and their dependents
- Unlimited vacation: We strongly believe that quality time outside the office is vital to our team’s satisfaction and well-being. We offer unlimited PTO and encourage everyone to take the time, rest up, rejuvenate, and come back refreshed
- Equity package: Each of our team members has an equity package. Getting stock options makes each of our employees real partners in building our company
- Annual company-wide offsite: All team members meet once a year at our amazing annual offsite to have fun, learn more about our company, and drive our mission forward
- Challenge & ownership: At Hello Heart we are always challenged and constantly grow. You will have the opportunity to take your career to the next level
Company values
- We're mission-driven: In business decisions – users come first, clients second, and revenue third
- We're a team: We care about the people we work with. We are selfless and help each other. Nothing is someone else’s problem. We are never ego-driven. No matter how experienced we are, we always roll up our sleeves to help
- We're creative and data-driven: We don’t assume we’re right–we A/B test. Data wins. We think out of the box and execute things the way we think they should be done–not necessarily the way other companies do it
- We make mistakes and learn from them: We all have a strong growth mindset. We all make mistakes. It’s part of work and life. We acknowledge them, inform relevant team members, fix the problem quickly, learn from it – and move on
- We're open to feedback and speak up: Honest, timely, constructive feedback trumps hypocritical politeness. We’re here to learn how to do our job better, improve as professionals, and constantly give and receive feedback
- We're Go-Getters who move fast: We make things happen fast. We encourage independent decision-making by employees – minimum rules, minimum meetings, maximum getting-things-done
- We care about our work: We care about the job we do. We strive for the best results and service for our users and clients in everything we do
- We don't take ourselves too seriously: We take privacy, integrity, and security very seriously, but we don’t take ourselves too seriously
Company HQ
Menlo Park, CA
Articles
Leadership
Maayan Gonnen-Cohen
(Co-Founder & CEO)After graduating from Tel Aviv University with an MBA, Maayan became a Sergeant for the Israeli Defense Force. Before Co-founding Hello Heart, they were the Head of Retail and Consumer Goods Practice at TASC Consulting & Capital.
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