[Remote] Vice President, Customer Success at Wheel

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, PharmaIndustries

Requirements

12+ years of experience in client success, account management, or client success roles in enterprise healthcare, or virtual care delivery organizations
7+ years of experience leading and managing high-performing client success teams across Solutions, Implementation, and Account Management
Experience managing a P&L, and driving optimization and scalability of your business units

Responsibilities

Serve as the exec lead on Wheel’s enterprise accounts, driving internal and external alignment on product and operations priorities and ensuring the client voice is heard & understood by all Wheel team members
Lead, develop and manage a standard setting client success team that Wheel clients love to work with and Wheel team mates enjoy collaborating with to ensure client and patient success
Drive Wheel’s client retention, expansion and growth strategy, hitting or exceeding revenue targets for client expansion
Lead all aspects of Wheel’s client implementation and continuously improve our enterprise implementation methodology and approach across segments to drive client satisfaction and successful launches
Lead cross-functional collaboration across Wheel’s operational teams including R&D, Network Operations, Clinical Operations and Finance to drive key initiatives to ensure performance to client requirements and attain high client NPS
Partner closely with Wheel’s leadership team to ensure the successful delivery of our platform as well as delivering insights to R&D and Operations that drive strategic growth channels for the business
Develop and implement strategies to optimize client onboarding, adoption, and ongoing usage of our platform and services, building on the existing implementation methodology to create a world class, enterprise strategy
Monitor and analyze client usage data, and use insights to drive product and service improvements
Develop and deliver regular reports on client success metrics, and use data to drive continuous improvement in client success initiatives
Stay up-to-date on industry trends and best practices in client success and virtual care delivery, and share insights with the broader team to drive innovation and growth

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementClient ImplementationStrategic GrowthRoadmap DevelopmentOperational StandardsCross-functional CollaborationEnterprise AccountsClient Advocacy

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 VP of Customer Success?

You will serve as the exec lead on enterprise accounts, lead and develop the client success team, drive client retention and growth to hit revenue targets, oversee client implementation, lead cross-functional collaboration, and partner with leadership on platform delivery and strategic insights.

What leadership experience is needed for this role?

The role requires experience leading a client success team, driving enterprise account management, client implementation, retention and expansion strategies, and cross-functional collaboration with teams like R&D, Operations, and Finance.

What is the company culture like at Wheel?

Wheel emphasizes building a standard-setting client success team that clients love and teammates enjoy collaborating with, focusing on client advocacy, cross-functional alignment, high NPS, and strategic growth in healthcare virtual care.

What makes a strong candidate for this VP role?

Strong candidates will have proven executive leadership in client success for enterprise healthcare or pharma clients, experience driving retention and revenue growth, expertise in implementation methodologies, and the ability to collaborate cross-functionally while advocating for clients.

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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