Vice President, Customer Success

WellRight

Vice President of Customer Success leading performance and operations in a corporate wellness firm. Focusing on exceptional client experience, retention, and operational excellence.

Posted 6/4/2026full-timeRemote • Illinois • 🇺🇸 United StatesLead💰 $160,000 - $175,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

10+ years of experience in customer success, account management, operations, or related leadership roles
Proven experience leading customer-facing teams in a SaaS, technology, or high-growth environment
Strong leadership skills with demonstrated success executing scalable processes, improving efficiencies, and driving organizational accountability
Growth mindset with the ability to balance long-term vision and hands-on execution
Experience leading cross-functional initiatives and influencing alignment across Product and Growth.
Strong analytical, problem-solving, and decision-making capabilities
Exceptional communication, relationship management, and executive presence
High integrity, professionalism, and demonstrated emotional intelligence
Comfortable navigating ambiguity and competing priorities in a dynamic, fast-paced environment
Technical aptitude and ability to understand customer-facing technologies, CRM platforms, reporting tools, and operational systems
Bachelor’s degree required; advanced degree preferred
Travel required up to 5%

Benefits

Comp & perks

Competitive Salaries
Unlimited PTO + 11 Company Paid Holidays
VTO (Volunteer Time Off)
Flexible work schedule
Whole Wellness
401(k) program matching 100%
Pet Wellness
Paid Pregnancy Medical Leave & Paid Parental Leave
At-home internet stipend
Immediate access to a Udemy Business license
Rewards and incentives for participation in our WellRight Wellness Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementoperationsSaaSprocess improvementanalytical skillsproblem-solvingdecision-makingcustomer retention strategiesrenewal forecasting

Soft Skills

leadershiprelationship managementexecutive presenceemotional intelligencegrowth mindsetcommunicationaccountabilityadaptabilityinfluencingteam development

Certifications

Bachelor's degreeadvanced degree