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

Financial Planning and Analysis

• Serve as a strategic partner to the CFO and leadership team on planning, performance, and decision-making
• Own the financial model and forecasting process; continuously improving it
• Lead the annual budgeting process and ongoing re-forecasting cycles
• Deliver clear, actionable reporting (KPIs, dashboards, board materials)
• Partner with Sales and leadership on pricing, deal support, and growth strategy
• Identify trends, risks, and opportunities—and communicate insights clearly (not just data)
• Collaborate closely with the Finance and Accounting Team to ensure alignment between actuals and forecasts
• Support fundraising, investor communications, and strategic initiatives (including M&A if applicable)
• Assist in additional debt and equity financings as well as audits
• Improve processes, tools, and outputs across FP&A

Director, Financial Planning and Analysis

• Own and manage a portfolio of mid-market client accounts with full accountability for retention, growth, and satisfaction
• Develop, maintain, and actively execute a comprehensive Growth & Retention Plan for each account
• Lead clients through a structured success journey using WellRight’s established tools, frameworks, and best practices
• Complete monthly client health assessments for every account, leveraging defined success metrics and signals
• Ensure all products and services are delivered in alignment with contractual commitments while maintaining high levels of satisfaction
• Serve as a product expert, maintaining deep knowledge of all platform functionality and capabilities
• Conduct system training and education for all user types (admins, end users, stakeholders)
• Identify and execute opportunities for upsell, expansion, and renewal success across assigned accounts