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Vice President, Client Success

Client Success | New York, NY | Full Time

Job Description

Linkwell Health, the premier consumer experience company serving health plans and health services organizations, seeks a proven, passionate business leader to be its VP of Client Success. In this role you will develop Linkwell’s fast-growing Client Success team, work directly with clients, and serve as an essential member of the company’s Executive Leadership Team, reporting to the CEO.

 In this position, your key performance areas (KPAs) will include:

Executive Leadership

  • Lead strategy development and implement best-practices for this essential business unit, including enterprise reporting of the overall Client Success team’s KPIs
  • Recruit and hire new staff, mentor team, and expand capabilities
  • Contribute to Linkwell Health’s Executive Leadership Team and overall company strategy, goal-setting, and planning
  • Collaborate with all Linkwell teams to ensure flawless delivery of world-class healthcare engagement products, client success, account management and business results

Active Account Management

  • In addition to overall Client Success team leadership, this role will have direct responsibility for the success of at least 2-3 key national accounts
  • Serve as the primary link between the client and Linkwell's product team. Clearly convey the program's goals, KPIs, timelines, and scope so they are mutually understood.
  • Serve as the operational lead between the client and Linkwell’s product delivery and editorial team by defining goals and KPIs, timelines, maintaining project scope, and generally managing client expectations and success
  • Develop and nurture relationships with key executives and client leads and maintain ongoing communication with executive sponsors
  • Lead analytics and report-outs to the client that track the program’s KPIs, on both a weekly and enterprise basis (e.g., quarterly business reviews)
  • Demonstrate expertise in member/consumer healthcare engagement, digital marketing, thought leadership and strategic thinking that goes beyond the client’s internal capabilities

Strategic Account Development

  • Create comprehensive strategic account plans focused on renewals and expansions for all accounts, and help the Client Success team understand and implement best-practices on these templates
  • Maintain thorough understanding of clients’ businesses overall, including relevant news, financial reporting, enrollment trends, pain points, and similar
  • Identify opportunities for account expansion with additional client business lines as well as appropriate upsells with current program

Sales Development / New Sales Support

  • Partner with the Sales team on new client pitches, including relevant case studies from current accounts and general subject matter and industry expertise
  • Support of close-in opportunities to ensure seamless transition from prospect to active account launch, directing Client Success team as needed
  • Lead development of proposals and SOWs for existing client expansions and in partnership with Sales for new clients

In this position, your key performance indicators (KPIs) will include:

  • Maintain and grow revenue across your own key account, and all team accounts
  • Reduce client churn overall, net retention and expansion are a key KPI
  • Establishing strategic plans for each account
  • High client satisfaction in client surveys
  • Converting pilots to full programs
  • Structure multiyear contracts with high recurring revenue
  • Establishing clear reporting, analytics, and results templates

Our ideal candidate will have:

  • 5+ years of senior leadership in account management and/or customer success in the healthcare, content marketing and/or digital engagement domain
  • Extensive domain expertise in healthcare and digital marketing, engagement, including a strong understanding of health insurance and health services (benefits) companies
  • Experience managing a Client Success team today preferred, but we will consider a proven and very senior account manager/client success who is ready to jump into a leadership role
  • Executive-level, world-class written and oral communication skills—in person, on phone/video calls, in email, client presentations, and with all internal teams
  • Positive focus who’s first reaction is to be Chief Problem Solver, and not Chief Problem Identifier
  • Pro-level abilities with client presentations, spreadsheets, and written document software
  • Strong understanding of analytics tools like Google Analytics, Adobe Analytics, Facebook Business Manager, YouTube Studio, and email marketing reports
  • Innate ability to look at disparate data sources, turn them into a clear and easy-to-understand insights, and then present them to clients and answer questions

This position is fully remote but will require occasional travel to client locations and Linkwell’s New York office, post-pandemic. Salary commensurate with experience. This position is bonus/commission-eligible.

Linkwell Health is an equal opportunity employer offering competitive benefit packages, including healthcare, 401(k), and stipends for wellness and remote work. 

About Linkwell Health

Linkwell Health is the premier consumer experience company serving health plans and health services organizations. Our team of content strategists, health and wellness journalists, and social media experts—enabled by our Healthy Living Engine technology platform—helps healthcare brands to connect with consumers and empower them to take actionable control of their health. Linkwell creates transformative content that rapidly enables health services organizations to engage consumers in real-world health conversations, while also accelerating brand awareness, acquisition, retention, and business outcomes. For more information, visit www.linkwellhealth.com.