VP of Client Success
2024-11-04
USA
Solera
About Solera:
Solera Health is committed to changing lives by guiding people seamlessly to better health solutions, while providing payers and employers the tools to manage providers and outcomes across conditions. Solera's platform provides a marketplace of curated networks of digital and community point solutions focused on intensive, evidence-based lifestyle, behavioral, and social interventions to impact the most prevalent and costly chronic conditions. Solera strategically matches consumers to their best-fit solution and helps keep them engaged for successful health outcomes.
Position Overview
We are seeking an experienced and dynamic Vice President of Client Success to lead and shape the future of our client success team. This role is responsible for driving strategy, operational excellence, and relationship management for Solera’s key clients, ensuring that they achieve maximum value from our solutions. As VP of Client Success, you will lead a high-performing team focused on client retention, satisfaction, and expansion. You will work cross-functionally to align client objectives with company growth strategies and drive impactful health outcomes.
Key Responsibilities
Team Leadership: Lead and mentor the client success team, providing strategic guidance, development opportunities, and fostering a client-centric culture.
Account Growth: Identify and execute on growth opportunities within existing client accounts to increase revenue, introduce new solutions, and support client expansion. Partner closely with Sales, Marketing, and Product teams to ensure our services align with evolving client needs and strategic objectives.
Client Relationship Management: Oversee the management of key client relationships, ensuring proactive communication, alignment with client objectives, and value delivery across all touchpoints.
Operational Excellence: Establish best practices, tools, and processes for client success management, including performance metrics, reporting, and escalation protocols.
Cross-Functional Collaboration: Partner closely with product, sales, and operations teams to ensure seamless delivery of services, facilitate feedback loops, and identify opportunities for improvement and growth.
Growth and Upsell Initiatives: Identify and implement opportunities for service expansion and upsell within existing client relationships to drive revenue growth.
Metrics and Reporting: Define and track key performance indicators (KPIs) to measure client health, satisfaction, and retention, using data to inform decision-making and continuous improvement.
Voice of the Customer: Act as the champion for Solera’s clients, providing insights into client needs, challenges, and trends that inform strategic decisions and product development.
Qualifications
10-15+ years of experience in client success, customer success, or account management roles, with a minimum of 5 years in a leadership capacity, ideally in healthcare, SaaS, or wellness industries.
Experience in digital health or healthcare-related fields is required, including familiarity with healthcare regulations, payer-provider relationships, and patient engagement strategies.
Proven experience managing high-profile client relationships and complex, multi-stakeholder engagements.
Strong track record of driving client satisfaction, retention, and expansion within a client success function.
Exceptional leadership skills, with experience in building, motivating, and mentoring client success teams.
Strategic thinker with operational excellence and an ability to translate vision into actionable plans.
Data-driven mindset with strong analytical skills and a focus on metrics, KPIs, and continuous improvement.
Excellent communication and interpersonal skills with the ability to influence and negotiate with executive stakeholders.
Bachelor’s degree required; Master’s degree or advanced healthcare or business qualification preferred.
Travel
This is a remote position and must be located in the United States.
The Company will require you to travel to other locations (domestic) in connection with the Company's business
This position requires up to 25% travel.
Why Solera Health?
Impact: Contribute to meaningful health outcomes that change lives and empower communities.
Growth: Be part of a dynamic, growth-oriented company with ample opportunities for career advancement.
Culture: Join a team that values innovation, collaboration, and a commitment to making a difference.
Benefits: Competitive compensation, comprehensive benefits, and a flexible work environment.
Benefits
Remote first culture
Flexible PTO
Paid pregnancy and parental leave
Adoption Assistance Program
Medical, Dental and Vision
Company paid Life, Long Term Disability and Short-Term Disability
13 Company Holidays
401k + company match!
Free Headspace account
Free Fitbit
Casual and fun atmosphere
Disclaimer
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
EEO
Solera Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Solera Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Solera Health is committed to changing lives by guiding people seamlessly to better health solutions, while providing payers and employers the tools to manage providers and outcomes across conditions. Solera's platform provides a marketplace of curated networks of digital and community point solutions focused on intensive, evidence-based lifestyle, behavioral, and social interventions to impact the most prevalent and costly chronic conditions. Solera strategically matches consumers to their best-fit solution and helps keep them engaged for successful health outcomes.
Position Overview
We are seeking an experienced and dynamic Vice President of Client Success to lead and shape the future of our client success team. This role is responsible for driving strategy, operational excellence, and relationship management for Solera’s key clients, ensuring that they achieve maximum value from our solutions. As VP of Client Success, you will lead a high-performing team focused on client retention, satisfaction, and expansion. You will work cross-functionally to align client objectives with company growth strategies and drive impactful health outcomes.
Key Responsibilities
Team Leadership: Lead and mentor the client success team, providing strategic guidance, development opportunities, and fostering a client-centric culture.
Account Growth: Identify and execute on growth opportunities within existing client accounts to increase revenue, introduce new solutions, and support client expansion. Partner closely with Sales, Marketing, and Product teams to ensure our services align with evolving client needs and strategic objectives.
Client Relationship Management: Oversee the management of key client relationships, ensuring proactive communication, alignment with client objectives, and value delivery across all touchpoints.
Operational Excellence: Establish best practices, tools, and processes for client success management, including performance metrics, reporting, and escalation protocols.
Cross-Functional Collaboration: Partner closely with product, sales, and operations teams to ensure seamless delivery of services, facilitate feedback loops, and identify opportunities for improvement and growth.
Growth and Upsell Initiatives: Identify and implement opportunities for service expansion and upsell within existing client relationships to drive revenue growth.
Metrics and Reporting: Define and track key performance indicators (KPIs) to measure client health, satisfaction, and retention, using data to inform decision-making and continuous improvement.
Voice of the Customer: Act as the champion for Solera’s clients, providing insights into client needs, challenges, and trends that inform strategic decisions and product development.
Qualifications
10-15+ years of experience in client success, customer success, or account management roles, with a minimum of 5 years in a leadership capacity, ideally in healthcare, SaaS, or wellness industries.
Experience in digital health or healthcare-related fields is required, including familiarity with healthcare regulations, payer-provider relationships, and patient engagement strategies.
Proven experience managing high-profile client relationships and complex, multi-stakeholder engagements.
Strong track record of driving client satisfaction, retention, and expansion within a client success function.
Exceptional leadership skills, with experience in building, motivating, and mentoring client success teams.
Strategic thinker with operational excellence and an ability to translate vision into actionable plans.
Data-driven mindset with strong analytical skills and a focus on metrics, KPIs, and continuous improvement.
Excellent communication and interpersonal skills with the ability to influence and negotiate with executive stakeholders.
Bachelor’s degree required; Master’s degree or advanced healthcare or business qualification preferred.
Travel
This is a remote position and must be located in the United States.
The Company will require you to travel to other locations (domestic) in connection with the Company's business
This position requires up to 25% travel.
Why Solera Health?
Impact: Contribute to meaningful health outcomes that change lives and empower communities.
Growth: Be part of a dynamic, growth-oriented company with ample opportunities for career advancement.
Culture: Join a team that values innovation, collaboration, and a commitment to making a difference.
Benefits: Competitive compensation, comprehensive benefits, and a flexible work environment.
Benefits
Remote first culture
Flexible PTO
Paid pregnancy and parental leave
Adoption Assistance Program
Medical, Dental and Vision
Company paid Life, Long Term Disability and Short-Term Disability
13 Company Holidays
401k + company match!
Free Headspace account
Free Fitbit
Casual and fun atmosphere
Disclaimer
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
EEO
Solera Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Solera Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.