People Matter

Senior Director of Strategic Account Management and Client Success

Hello Heart

Hello Heart

Customer Service, Sales & Business Development
United States · Remote
Posted on Saturday, June 1, 2024

About Hello Heart:

Hello Heart is the only digital therapeutics company to focus exclusively on heart disease, the leading cause of death for U.S. adults. Through a connected device and mobile app that uses AI, behavioral science, and personalized digital coaching to drive lifestyle changes, Hello Heart empowers people to embrace healthier behavior, which can reduce the risks of high blood pressure and heart disease. It also helps users catch blood pressure readings that are extremely high and encourages them to talk to their doctor to identify potential risk in time. Validated in peer-reviewed studies and trusted by leading Fortune 500 companies, Hello Heart is easy to use and works alongside an employer’s benefits ecosystem. Founded in 2013, Hello Heart is a member of the American Heart Association’s Innovators’ Network and is part of the CVS Health Point Solutions Management program. Hello Heart is backed by leading VCs including Stripes, Khosla Ventures, IVP, Blue Run and Resolute. Visit www.helloheart.com for more information.

We are seeking a highly motivated and experienced Senior Director of Strategic Account Management and Client Success to lead our efforts in ensuring exceptional client satisfaction and fostering strong relationships with our clients. Reporting to our Chief Client Officer, you will collaborate with cross-functional teams to drive strategic direction and enhance client outcomes. We are looking for someone that is able to architect, execute and continuously improve our operational plans and processes leading to high client retention and strong value output.

You will be leading and developing a strong, knowledgeable, and proactive client-facing team. As the leading voice of the client, you will drive customer outcomes, define, and optimize the customer lifecycle while managing the success activities. You will own both our client lifecycle and satisfaction, ensuring maximum value throughout onboarding, training and support, client management, renewals, expansion, and advocacy. You should be an experienced people leader that can balance upholding our results-oriented culture while also unlocking our team’s highest potential.

Responsibilities:

  • Ultimate ownership of Client Success Manager’s outcomes including adoption, client health score, retention revenue, renewal rate, expansion revenue, churn rate and advocacy.
    • Manage a BOB of ARR $50M and growing
    • Retain customer satisfaction of 95% or greater
    • Retain customer retention at 97% or greater
    • Manage and scale enrollment activities to drive new user growth to compensate for user churn and maintain ARR+ goals
    • Expand contract value by achieving higher CARR
    • Retain customer health of 90% healthy, no risk clients
    • Position cost savings analysis as needed to show program value
    • Help CS team execute on strategic plans that drive higher client health: Demonstrated by moving risk clients to health and changing utilization of Hello Heart product.
  • Successfully manage stakeholder mapping and strategy development by understanding client ecosystems and driving deep integration.
  • Promote the value of our product through quarterly and annual business reviews.
  • Partner with Enablement to identify and create training and coaching programs aimed at improving client health, negotiation skills, overcoming barriers, presenting value stories and objection handling.
  • Hire, mentor and direct our client’s post-sales team of Client Success Managers (CSM).
  • Champion client priorities with senior leadership; collaborate and communicate with product and engineering colleagues to influence client success initiatives within the product roadmap.
  • Anticipate and mitigate risks (value concerns, poor ROI, deployment obstacles) to client health, identifying key metrics to track client progression and barriers, and deploying strategies to drive growth and manage risk.
  • Train teams on the value proposition of the product through meeting and exceeding key success metrics identified through clinical and financial goals
  • Utilize problem-solving and negotiation skills to train and support the Client Success team, ensuring maximum value throughout the client lifecycle.
  • Manage and track all the administrative tasks including client campaigns, client health, dashboards, and other projects as needed.
  • Drive renewals including the skills to negotiate appropriate renewal rates and terms.

Requirements:

  • 10+ years of experience in a customer-facing capacity (e.g., Account Management, Client Success, Sales), managing a book of business of $50M+ ARR and achieved 100% YoY expansion.
  • 4+ years of experience managing and leading high-performing teams within the benefits space.
  • Proven track record of leading and growing customer success teams in a startup environment with an emphasis on team management, coaching, scaling, and the development of new strategic initiatives.
  • Excellent written and verbal communication skills, with the ability to build and foster positive business relationships cross-functionally.
  • Exceptional organizational skills, with the ability to learn quickly and multitask in a fast-paced environment.
  • Proven problem-solving and negotiation skills.
  • Proven ability to upsell and expand client portfolios.
  • Willingness to travel up to 40% seasonally for client meetings and events.
  • Proficiency with Salesforce CRM, Google Suite, Asana, and Slack.

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.