[Remote] Client Success Lead at Wheel

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Virtual Care, HealthtechIndustries

Requirements

Advanced operational expertise in client success or account management
Experience supporting strategic accounts, including reporting, analysis, forecasting, and internal coordination
Ability to manage a client portfolio independently, driving engagement, adoption, renewal, and retention
Proficiency in issue resolution, escalation, and cross-functional collaboration (e.g., Product, Finance, Network Ops)
Skills in leveraging automation, digital tools, process improvements, and developing operational playbooks
Capability to analyze data, prepare dashboards, and contribute to multi-year growth strategies
Comfortable in a remote role, with preference for locations like Bay Area CA, Austin TX, Chicago IL, Atlanta GA, Boston MA, NYC, Denver CO, Seattle WA

Responsibilities

Partner with Strategic Account Managers (SAMs) to support operational execution for key accounts, including preparing/analyzing reports and dashboards
Manage forecast for client book of business and coordinate with Wheel team on forecast data
Coordinate internal teams (Product, Finance, Network Ops) for deliverable alignment and SLA performance
Lead/assist in issue resolution, documentation, and follow-up for escalations on priority accounts
Assist in developing and implementing multi-year growth strategies for strategic clients
Independently manage a portfolio of accounts as primary operational contact, ensuring day-to-day service delivery, engagement, and business reviews
Drive client engagement, product adoption, renewal, and retention for assigned clients
Resolve client issues by escalating and collaborating with cross-functional teams
Leverage automation and digital tools to streamline workflows and standardize processes
Identify/implement process improvements and contribute to operational playbooks, best practices, and reporting frameworks
Transform client feedback and operational data into actionable recommendations and initiatives
Participate in cross-functional and leadership planning for professional development

Skills

Key technologies and capabilities for this role

Client SuccessAccount ManagementReportingData AnalysisIssue ResolutionStrategic PlanningCustomer SatisfactionOperational ExecutionGrowth StrategiesStakeholder Coordination

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position available in the USA, with preferred locations in the Bay Area, CA, Austin, TX, and secondary locations including Chicago, IL, Atlanta, GA, Boston, MA, New York City, Denver, CO, and Seattle, WA.

What are the main responsibilities of the Client Success Lead?

The role involves partnering with Strategic Account Managers for operational execution on key accounts, including preparing reports and dashboards, managing forecasts, coordinating internal teams, leading issue resolution, and assisting with multi-year growth strategies, while also managing a personal client portfolio.

What is the reporting structure for this role?

The role reports to the Director of Client Success with support from the Vice President of Customer Success.

What career growth opportunities are available?

The role offers mentorship from the Director of Customer Success, access to senior leadership, and serves as a strong development path for advancing to Strategic Account Management.

What salary or compensation does this role offer?

This information is not specified in the job description.

Wheel

Connects clinicians with telehealth opportunities

About Wheel

Wheel connects healthcare professionals, specifically physicians and nurse practitioners, with telemedicine opportunities, allowing them to work remotely and achieve a better work-life balance. The platform serves both individual clinicians seeking flexible job options and healthcare organizations looking for reliable virtual care providers. Wheel ensures quality by thoroughly vetting its clinicians to meet high clinical, legal, and regulatory standards. The company operates as an intermediary, charging healthcare organizations for access to its vetted clinicians and offering additional services like malpractice coverage and credentialing. Wheel's goal is to enhance clinician well-being and job satisfaction, ultimately improving the quality of care patients receive.

Austin, TexasHeadquarters

2018Year Founded

$211.7MTotal Funding

SERIES_CCompany Stage

HealthcareIndustries

201-500Employees

Benefits

Medical, vision, and dental insurance

Flexible PTO policy

$500 personal growth stipend

$500 home office stipend

Flexible WFH policy

Paid parental leave

Risks

Increased competition from established telehealth companies like Teladoc and Amwell.

Potential data privacy challenges with AI-driven platforms like Horizon.

Dependence on partnerships with companies like Owlet and Talkspace.

Differentiation

Wheel's AI-driven Horizon platform sets a new standard in virtual care delivery.

Wheel empowers clinicians with flexible work arrangements, enhancing their work-life balance.

Wheel's robust vetting process ensures high clinical, legal, and regulatory standards.

Upsides

AI-driven predictive analytics enhance patient care with proactive interventions.

Partnership with Owlet expands Wheel's capabilities in pediatric and infant care.

Growing telehealth market post-COVID-19 boosts demand for Wheel's services.

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