Senior Director, Client Experience - Remote

Overview

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.

In Short

• Lead efforts in ensuring exceptional client satisfaction and fostering strong client relationships.
• Collaborate with cross-functional teams to drive strategic direction and enhance client outcomes.
• Architect, execute and continuously improve operational plans and processes.
• Own client lifecycle and satisfaction, ensuring maximum value throughout various stages.
• Drive customer outcomes and build executive relationships.
• Manage team outcomes including retention revenue and churn rate.
• Partner with Marketing and Enablement to create client engagement and training programs.
• Anticipate and mitigate risks to client health.
• Utilize problem-solving and negotiation skills to train and support the Client Success team.
• Manage administrative tasks including client campaigns and Salesforce.

Requirements

• 10+ years of experience in customer-facing roles (e.g., Account Management, Client Success, Sales).
• Experience with scalable client engagement programs.
• Strong problem-solving and negotiation skills.
• Proficiency in Salesforce CRM, Google Suite, Asana, and Slack.
• Excellent communication skills for fostering business relationships.
• Exceptional organizational skills and ability to multitask.
• Willingness to travel approximately 30% of the time.

Benefits

• Positive, diverse, and supportive culture.
• Collaborative work environment.
• Opportunities for professional growth.