Get Well

Customer Success Manager

• Define and execute a comprehensive customer success strategy that drives retention, adoption, and expansion across the 125+ health system client base.
• Build and mentor a high-performing organization of account principals.
• Establish a clear operating rhythm and success framework that aligns customer lifecycle management with revenue growth objectives.
• Drive net revenue retention (NRR) and gross retention (GRR) through proactive account management, executive engagement, and measurable customer outcomes.
• Collaborate closely with Sales, Marketing, and Product to identify upsell and cross-sell opportunities based on demonstrated customer ROI.
• Serve as a senior customer advocate, ensuring voice-of-customer feedback shapes roadmap priorities and service delivery.
• Develop consistent metrics and dashboards to track customer health, usage, renewal, and NPS across the enterprise customer portfolio.
• Partner with the CRO, Product, and Implementation leaders to optimize customer onboarding, adoption, and renewal processes.
• Leverage AI-driven insights and automation to enhance the customer experience, proactively address risk, and surface new value opportunities.
• Create scalable playbooks for customer engagement across tiers—from high-touch strategic health systems to tech-enabled accounts.
• Partner with Product Management to translate customer insights into roadmap enhancements that increase adoption and stickiness.
• Work with Implementation teams to ensure smooth go-lives and rapid time-to-value for new deployments.
• Align with Finance to forecast renewals, model churn risk, and track renewal velocity.

Head of Customer Success

• Define and execute a comprehensive customer success strategy that drives retention, adoption, and expansion across the 125+ health system client base.
• Build and mentor a high-performing organization of account principals, customer success managers, and outcomes consultants.
• Establish a clear operating rhythm and success framework that aligns customer lifecycle management with revenue growth objectives.
• Drive net revenue retention (NRR) and gross retention (GRR) through proactive account management, executive engagement, and measurable customer outcomes.
• Collaborate closely with Sales, Marketing, and Product to identify upsell and cross-sell opportunities based on demonstrated customer ROI.
• Serve as a senior customer advocate, ensuring voice-of-customer feedback shapes roadmap priorities and service delivery.
• Develop consistent metrics and dashboards to track customer health, usage, renewal, and NPS across the enterprise customer portfolio.
• Partner with the CRO, Product, and Implementation leaders to optimize customer onboarding, adoption, and renewal processes.
• Leverage AI-driven insights and automation to enhance the customer experience, proactively address risk, and surface new value opportunities.
• Create scalable playbooks for customer engagement across tiers—from high-touch strategic health systems to tech-enabled accounts.
• Partner with Product Management to translate customer insights into roadmap enhancements that increase adoption and stickiness.
• Work with Implementation teams to ensure smooth go-lives and rapid time-to-value for new deployments.
• Align with Finance to forecast renewals, model churn risk, and track renewal velocity.

Vice President, Customer Success

Marketing

• Drive full stack marketing efforts across brand, demand generation, and product marketing, creating an integrated, full funnel marketing strategy across multiple channels (inbound, outbound, events, thought leadership, PR, website/digital)
• Build and manage a high-functioning and data-driven enterprise B2B marketing team across multiple disciplines and levels
• Craft a differentiated brand narrative that clearly communicates the impact of Get Well’s AI powered solutions on patient care and operational ROI
• Translate complex AI technologies into simple, compelling value propositions tailored to healthcare executives, clinicians, and IT decision makers
• Create scalable approaches to increase revenue growth, driving all inbound / outbound lead gen efforts and planning, executing, and measuring results
• Partner with sales leadership to define monthly, quarterly and annual targets for qualified leads across a portfolio of products to support Get Well's growth objectives
• Track and report to leadership on key metrics and performance indicators such as conversion rates and attribution relative to viable sales pipeline
• Influence cross-functional teams (sales, client services, product marketing, product management, business development, corporate development, operations) and play significant role in strategy and tactics
• Report directly to the Chief Revenue Officer; play a leadership role in go-to-market strategy
• Expected to travel occasionally to Get Well's Bethesda, MD headquarters; additional travel may be required

Senior Director, Marketing

Application Engineer

• Serve as the primary after-hours support resource when needed, monitoring system alerts (e.g., Icinga), intaking and triaging client-reported issues, answering support calls, and escalating incidents
• Perform production-level activities on behalf of Product Engineering, including executing critical deployments and troubleshooting complex issues
• Expeditiously address Support Incident tickets that require Tier 3 Engineering resources
• Liaise with Product Development and Engineering to form cross-functional relationships focused on knowledge transfer and development
• Mentor and upskill Tier 2 agents to reduce Tier 3 ticket volume
• Improve Support documentation and Knowledge Management
• Provide Support Incident trends and insights to QA Engineering
• Aid in documentation of Root Cause Analyses, Standard Operating Procedures, and technical knowledge articles
• Support key production activities related to roadmap initiatives to ensure successful deployments, reliability, and scalability

Application Support Engineer, Tier 3

Security Engineer

• Baseline Linux hardening and patch automation rolled out with ≥95% fleet compliance
• CI/CD pipelines enforce SAST/SCA/IaC policy gates with <2% secrets leaks
• Implement Fargate/ECS/ECR admission policies; enforce image signing for production
• Add actionable detections to SIEM; reduce MTTD/MTTR quarter-over-quarter
• Leverage AI to analyze complex datasets, identify patterns, and categorize insights
• Develop and deploy custom utilities and automation tools to accelerate data-driven decision-making
• Fine tune alerts, including utilizing automation and AI
• Linux security across servers, containers, and endpoints: hardening (CIS/NIST baselines), patching, kernel/module controls, eBPF/AppArmor/SELinux, SSH and PAM policies, and key management
• Build security into CI/CD: design guardrails and automate checks (SAST/DAST/SCA, secrets scanning, IaC policy-as-code) in tools like GitLab
• Cloud & container security: implement least-privilege IAM; secure VPC/VNet design; KMS usage; Secrets manager hardening; image signing, admission controllers, runtime controls, and registry policies
• IaC & platform: create secure-by-default Terraform/Terragrunt modules; codify baseline controls; maintain reusable templates and golden AMIs/images
• Threat modeling & reviews: conduct design reviews, STRIDE-style threat models, and pre-prod security sign-offs for new services
• Vuln management: run scans (hosts/containers/dependencies), triage findings, drive remediation SLAs, and report risk posture
• Detection & response: tune EDR/agent configs, ship logs, build detections in SIEM, participate in on-call/IR, and run post-incident learnings
• Secrets & identity: manage/monitor KMS, rotate credentials, and implement workload identity/federation for humans and services
• Compliance enablement: map controls to SOC 2/HITRUST/FedRAMP Moderate/NIST; produce evidence via automation; partner with GRC for audits
• Advocacy & enablement: create docs/runbooks, lead brown-bags, and coach teams on secure coding and platform usage

Solutions Engineer

• Design optimized end-to-end solutions by conducting decision analysis and resolution on potential options using system mapping, organizational mapping, and business model analysis.
• Collaborate with key stakeholders to translate business and technical requirements into implementable products and solutions with necessary technical interfaces and integrations.
• Create high-level architectural and design specifications with a focus on system integration and alignment with business processes.
• Partner with customers to present business and technical solutions for complex functionalities.
• Assist sales in a later stage scoping technical requirement review with existing and new customers.
• Work closely with product and project teams to review and analyze requirements, identifying gaps to present operational solutions and surface client needs to product teams.
• Demonstrate in-depth knowledge of clinical healthcare EMR systems regarding data integrations and data requirements that best serve particular use cases and outcomes.
• Evaluate and translate business requirements into functional system specifications and optimized business processes.
• Develop solutioning specific collateral that outlines the scope and implementation requirements prior to contracting.
• Provide guidance on workflow diagrams, process mapping, and gap analysis to define current (AS-IS) and future (TO-BE) business and system states.
• Lead business transformation initiatives by aligning business capability models with value streams.
• Integrate strategic business needs, process management, operations, and systems to deliver comprehensive solutions.

Healthcare Solution Architect

Human Resources

• Evaluates workflows and integration points across end users and care settings and proposes integrated implementation build and training
• Optimizes customer build by identifying key areas and functions which cross multiple end users and determining a single build which supports all use cases
• Serves as an authority on various healthcare workflows to develop integrated workflows, dictionary builds, and best practices
• Conducts assessments to identify key workflows to support customer goals and minimize barriers to successful implementation
• Collaborates with in-house knowledge experts to define organizational priorities, goals, and objectives
• Sets overall direction for integrated products and implementations
• Conducts training and builds key dictionaries to support integrated workflows
• Defines and writes integrated, GW Platform/application wide architectural workflow and builds
• Documents client architecture in diagrams (Lucid Chart, Vizio, etc.)
• Acts as a resource for functionality and system use for Client Services and Product Development
• Maintains understanding of third party software integrations within the platform and applications
• Troubleshoots, researches, and assists in solving software problems
• Works collaboratively with Development team to identify, prioritize, and define innovative solutions to workflow challenges
• Helps Implementation team interpret users' feedback and provides input for workflow design decisions
• Attends stakeholder meetings, design reviews, and demonstrations to represent development needs and keep current with functionality changes
• Represents the team on escalated customer calls and participates in priority event discussions related to functionality
• Leads Get Well sponsored activities and discussions related to product needs and potential functionality
• Travels 10% of the time, anywhere within the United States and Canada

EHR/Platform Integration Architect

Engineer

• Design end-to-end software architectures for customer-specific implementations, integrations, and enhancements based on requirements
• Collaborate with clients and business analysts to understand functional and non-functional requirements and translate them into technical specifications as well as level of effort
• Guide software development teams with best practices in architecture, coding standards, design patterns, and tool selection
• Assess and recommend software tools, frameworks, and platforms ensuring optimal performance, scalability, and maintainability
• Ensure all architectural designs are compliant with healthcare industry standards such as HIPAA, HL7, FHIR, HITRUST, or FedRAMP
• Conduct technical design and code reviews to maintain high-quality standards across all custom development projects
• Develop clear and comprehensive architectural documentation including system diagrams, data models, testing scenarios, and technical specifications
• Support client presentations and technical discussions, bridging business needs and technical solutions

Custom Development Engineer, Professional Services

Account Executive

• Full-cycle sales with a focus on new business growth and repeatable revenue
• Manage complex sales cycles, engaging with C-level buyers and engaging internal stakeholders at Get Well from opportunity to close
• Learn, use, and build upon the established sales process to grow revenue and achieve scalability
• Meet and exceed performance expectations, including quotas for personal and team metrics
• Demonstrate strong expertise in deal negotiation, pricing, and growth strategy to optimize profitable deal structure and creation
• Develop and execute sales strategies and plans in order to achieve sales targets
• Build exceptional client relationships
• Demonstrate and clearly differentiate the product from the competition focusing on our clear and compelling value proposition
• Forecast and deliver against revenue targets and achieve/exceed the assigned sales volume
• Conduct market research to stay informed about industry trends, competitor activities, and customer needs
• Create compelling emails and power point slides that appeal to prospective customer business goals and needs
• Leverage industry relationships to drive deals
• Other duties as assigned