VP, Client Success at Big Health (Remote)

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Big Health’s mission is to help millions back to good mental health. Our digital therapeutics for insomnia and anxiety deliver evidence-based, safe and effective non-drug alternatives. Our programs are reimbursed across over 10 million members and by some of the most prominent global healthcare organizations, including CVS Health and NHS Scotland. Through robust clinical evaluation and an approach that is scalable and equitable, we are redesigning the future of mental health care affecting nearly half of adult Americans. Join us. 

About the role
As the Vice President, Client Success, you will be joining Big Health to lead client strategy and performance for a portfolio of Fortune 500 employers, top health plans, PBMs and other strategic partners. You will provide vision, direction and leadership in executing a smooth transition from the Sales team to the Client Success team, best-in-class implementations, post-implementation client life-cycle experience, including client experience management, client NPS, enrollment, renewals, quarterly business reviews, as well as increasing contract value/ ARR potential. In addition, you will provide support and leadership opportunities, continued education, and communication across all departments of Big Health. We are looking for an entrepreneurial, client-obsessed individual who is excited about the opportunity to build a best in class Client Success operation, be a client trusted advisor and inspire a mission-driven team. 

To learn more about working at Big Health, please go to Built In and Glassdoor.

What you'll do

  • Develop a best-in-class client experience organization that supports our customers growth and makes Big Health a preferred, industry-leading behavioral digital medicine partner
  • Architect the client experience organization to leverage and scale in support of our revenue target, including striking the right balance for the services and support offered to our distinct customer segments
  • Develop and execute the strategy, client experience framework, end to end processes, and policies that enable our customers and their members success
  • Full account management responsibility for our growing and diverse client base across employers, health plans, associations, third party administrators, government, and others 
  • Transforming the organizational capability to track and deliver outcome reporting against KPIs and SLAs
  • Own key operational metrics: client retention, contract renewal, client NPS and satisfaction.
  • Evolve metrics over time to include measures that evaluate the level of value clients obtain from Big Health such us patient outcomes
  • Drive performance across strategic areas including: org design, voice of the client, CRM tools, training, client segmentation, client strategy and client engagement 
  • Deliver precise and accurate renewal forecasts
  • Work with cross-functional partners in sales, marketing, product, clinical to enable offerings that drive client success and retention
  • Partner very closely with our multi-vertical sales teams to support development of game plans for building client success
  • Build a client success team as the best in the industry - deliver career pathing and competencies

What you bring to the role:

  • 8-10 years of in-depth Client Success experience supporting Fortune 500 employers and Health Plans, preferable in fast-paced SaaS-based organizations
  • Familiarity with PBMs is a plus
  • Demonstrated results in driving impact with key business metricsDeep understanding of value drivers in recurring revenue business models. A background in sales is a plus.
  • Mentor and leader with a track record of hiring, building, evolving and motivating great teams
  • Data-driven decision maker, process-oriented and fluency with outcomes reporting (clinical outcomes, SLAs, other)Continues learning mindset, strong listening skills
  • Effective and productive partner in driving cross-functional initiatives
  • Creative and proactive problem-solver with a bias to action, positive attitudeAbility to communicate clearly and empathetically, an inspiring spokesperson 
  • Excellent presentation and group facilitation skills

Life at Big Health:

  • Be part of a team that includes clinical psychologists, software engineers, business leaders and even a former professional magician [shh… it’s a secret]
  • Surround yourself with the smartest, most enthusiastic and dedicated people you’ll ever meet, but who listen well, learn from their mistakes and when things go wrong, generously pull together to help each other out 
  • Check out our values - they’re a living, breathing part of our culture
  • Enjoy benefits including a generous vacation policy, professional development fund, flexible working locations and more.
  • Competitive salary packages including stock options

Because we are on a mission to bring millions back to good mental health, we believe it’s essential to reflect the diversity of those we intend to serve. We’re an equal opportunity employer dedicated to building a culturally and experientially diverse team that leads with empathy and respect.

Additionally, we will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Big Health participates in E-Verify and will provide the federal government with Form I-9 information from all new employees to confirm that they are authorized to work in the U.S. Big Health does not use E-Verify to pre-screen applicants.

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