🏢 Company: Hello Heart
📍 Location: Remote (U.S. based)
💼 Job Type: Full-Time
💰 Compensation: Competitive Salary + Equity + Benefits
🩺 About Hello Heart:
Hello Heart is a digital therapeutics company focused on heart health. Our mobile solution empowers people to understand and improve their heart health using technology and behavioral science. Backed by leading VCs and used by Fortune 500 companies, Hello Heart is one of the fastest-growing digital health startups. We’re passionate about preventing heart disease, the leading cause of death worldwide.
🌟 About the Role:
As the Senior Director, Client Experience, you will play a mission-critical role in overseeing and enhancing the entire client journey post-sale. This includes implementation, onboarding, account management, and ongoing client success. You’ll build scalable processes and lead a team that ensures our employer and health plan clients receive exceptional service, driving retention, satisfaction, and long-term partnerships.
This is a leadership opportunity for someone who is both strategic and hands-on, with a proven ability to build teams, develop processes, and deliver exceptional client outcomes in the digital health or B2B2C SaaS space.
🔑 Key Responsibilities:
- Own the post-sales client journey and develop strategies to drive adoption, engagement, and client retention
- Lead, mentor, and grow a high-performing team of client success managers and onboarding specialists
- Design and implement scalable systems and workflows to enhance client delivery and satisfaction
- Act as a senior point of contact for strategic client relationships, ensuring value realization and alignment with client goals
- Collaborate cross-functionally with Product, Engineering, Marketing, and Sales to represent client needs internally
- Use data to inform strategy and improve processes, measuring KPIs such as Net Promoter Score (NPS), retention, and utilization
- Provide quarterly business reviews (QBRs) and strategic guidance to senior stakeholders at client organizations
- Identify and mitigate risks while proactively surfacing upsell opportunities
- Contribute to the overall client and member experience strategy as part of the leadership team
✅ Requirements:
- 10+ years of experience in client success, customer experience, or related roles, with at least 3+ years in a leadership role
- Experience working with employer groups, health plans, or enterprise customers in digital health or healthcare SaaS
- Proven ability to scale customer-facing teams and implement best practices
- Exceptional interpersonal and communication skills with executive presence
- Strong analytical skills and comfort working with KPIs and operational metrics
- Passion for health and well-being, with a mission-driven mindset
- Bachelor’s degree required; MBA or advanced degree is a plus
🎁 What Hello Heart Offers:
- Remote-first culture with flexible hours
- Competitive salary and stock option plan
- Comprehensive medical, dental, and vision coverage
- Generous paid time off and wellness programs
- The opportunity to make a measurable difference in people’s health
📩 How to Apply:
Submit your resume and a brief cover letter explaining why you’re a great fit for this role to: [careers@helloheart.com]
Subject line: Senior Director, Client Experience – [Your Name]