Director of Customer Success
Well Health, Inc.
Greater LA Area
Design, implement, and evolve implementation, account management, and support models for a growing product offering and customer base.
Create a company-wide culture of exceptional customer service.
Grow/recruit and mentor a team of A+ Implementation Managers, Account Managers, and Support Representatives by coaching for growth, optimizing a transparent performance management process, and creating a rapid onboarding process for new members.
Develop metrics for success by implementing an ongoing reporting model to manage performance and track progress.
Improve customer acquisition and ongoing support costs by delivering a cost-effective model.
Improve the technology and processes used by the Customer Success Team with a goal of streamlining activities and improving the consistency of outcomes.
Align with internal teams on customer approach leading to improved customer communications, product roadmap, retention and upsell, and improved forecasting opportunities.
Create a scalable, predictable stream of revenue for WELL as the company grows.