Vice President, Customer Success

Hello Heart

2d•$240,000 - $255,000

About The Position

Hello Heart is on a mission to change the way people care for their hearts. The company provides the first app and connected heart monitor to help people track and manage their heart health. With Hello Heart, users take steps to control their risk of heart attacks and stroke – the leading cause of death in the United States. Peer-reviewed studies have shown that high-risk users of Hello Heart have seen meaningful drops in blood pressure, cholesterol and even weight. Recognized as the digital leader in preventive heart health, Hello Heart is trusted by more than 130 leading Fortune 500 and government employers, national health plans, and labor organizations. Founded in 2013, Hello Heart has raised more than $138 million from top venture firms and is a best-in-class solution on the American Heart Association’s Innovators’ Network and CVS Health Point Solutions Management platform. Visit www.helloheart.com for more information. We are seeking a strategic and execution-focused Vice President, Customer Success to lead and scale a high-impact client success organization. You will own retention, growth, and client health while building the systems, talent, and operating rigor required to deliver consistent results across segments. Reporting into our Chief Client Officer, you will lead a team of Customer Success leaders and Managers, enabling them to translate strategy into clear action, strong stakeholder alignment, and measurable outcomes.

Requirements

12+ years of experience leading Customer Success, Account Management, or Sales organizations with ownership of $100M+ ARR and 95% or higher retention
Proven leadership experience managing leaders and building high-performing, accountable teams at scale
Experience managing enterprise clients with $1M or higher ARR and navigating complex stakeholder environments
Strong executive presence with the ability to influence cross-functional stakeholders and drive alignment
Demonstrated ability to build scalable processes, frameworks, and operating systems in high-growth environments
Experience working in or scaling teams within a high-growth or startup environment
Willingness to travel approximately 30%

Responsibilities

Own gross revenue retention of 95% or higher and drive ARR growth through renewals and expansion
Lead, coach, and develop a high-performing team of Customer Success leaders and Managers
Establish clear performance standards, accountability, and operating cadence across the organization
Translate segment strategy into actionable account plans in partnership with Strategy and Segment leadership
Drive disciplined execution across complex enterprise accounts, ensuring measurable client outcomes
Build scalable frameworks and playbooks to support new and evolving customer segments
Identify risks early and partner cross-functionally to mitigate churn and protect revenue
Architect and optimize lifecycle processes across onboarding, adoption, renewals, and expansion
Define, track, and operationalize client health metrics to drive proactive decision-making
Ensure consistent and rigorous use of Salesforce and related systems for visibility and scale
Partner with Sales, Marketing, Implementation, Strategy, Government Relations, and Enablement to align on customer strategy and execution
Support enablement initiatives to strengthen account management, operational rigor, and risk mitigation