WellRight

Customer Success Manager

• Lead the performance and operational execution of the Customer Success and Customer Support teams.
• Lead, coach, and develop Customer Success and Customer Support leaders and team members, creating a culture of accountability, professional growth, talent development, and succession planning.
• Execute customer retention and engagement strategies that drive renewal performance, long-term client partnerships and recurring revenue retention.
• Build and maintain trusted relationships with key clients, partners, and internal stakeholders, serving as a senior escalation point and ensuring alignment across customer, operational, and business objectives.
• Execute scalable operational processes, performance standards, and accountability measures across customer-facing functions.
• Establish and monitor customer health metrics, renewal forecasting processes, operational KPIs, and risk mitigation strategies.
• Partner cross-functionally with Product, Sales and Marketing to improve the customer lifecycle experience and drive organizational alignment.
• Identify operational challenges and improvement opportunities, develop recommendations, and partner with leadership to implement solutions that improve efficiency, scalability, and customer outcomes.
• Oversee customer onboarding, implementation, support, and account management to ensure a consistent and high-quality customer experience.
• Translate customer insights and feedback into actionable recommendations for product enhancements, process improvements, and service evolution.
• Contribute to product strategy discussions and business requirement development in partnership with Product leadership.
• Participate in strategic client meetings, partner discussions, and enterprise growth opportunities.

Vice President, Customer Success