Client Success Lead

Job Title: Client Success Lead

Location: Remote USA, Preferred locations include Bay Area, CA, Austin, TX, and secondary locations are Chicago, IL, Atlanta, GA, Boston, MA, New York City, Denver, CO and Seattle, WA

About the Company

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com.

About the Role

The Client Success Lead is a strategic operational leader who delivers high-impact client outcomes in partnership with our senior Customer Success leaders for both Wheel’s top strategic accounts as well as driving client satisfaction in an independently managed client portfolio. In this role, the CSS directly supports Strategic Account Managers (SAMs) with operational execution across select key accounts—including reporting and analysis, internal coordination, issue resolution, and contributing to multi-year growth strategies—while also owning the day-to-day success of their own client portfolio. The CSS will receive mentorship and development from the Director of Customer Success and will have access to senior leadership internally and externally for accelerated career growth.

The Client Success Lead also blends advanced operational expertise with direct client management responsibilities. This role is pivotal in driving scalable success for Wheel’s largest accounts by partnering deeply with SAMs and delivering excellence across a self-managed portfolio. It is also a strong development path for those interested in advancing to Strategic Account Management. The role reports to our Director of Client Success with the support of the Vice President of Customer Success.

What You’ll Do

Strategic Account Support & Operational Execution

• Partner with Strategic Account Managers to support operational execution across key accounts, including:
  

  • Preparing and analyzing reports and dashboards to track account performance and inform decision-making.

  • Managing forecast for Wheel’s client book of business and ensuring timely coordination and collaboration with the Wheel team on the forecast data
    

  • Coordinating internal teams (Product, Finance, Network Ops) to ensure deliverable alignment and consistent performance against Wheel’s SLAs

• Leading or assisting in issue resolution, documentation, and follow-up for escalations on priority accounts.
  

• Assisting in the development and implementation of multi-year growth strategies for strategic clients, ensuring operational readiness and execution.
  

• Serve as an operational extension for SAMs, bringing consistency and efficiency to high-value relationships.
  

Client Portfolio Ownership

• Independently manage a tailored portfolio of Wheel accounts as the primary point of operational contact, ensuring day-to-day service delivery, engagement, and business reviews.
  

• Drive engagement, product adoption, renewal, and retention for assigned clients, with regular guidance from Customer Success leadership.
  

• Resolve client issues by escalating to and collaborating with cross-functional teams.
  

Operations Excellence & Continuous Improvement

• Leverage automation and digital tools to streamline workflows and standardize processes for both strategic and individual portfolios.
  

• Identify and implement process improvements; contribute to operational playbooks, best practices, and reporting frameworks.
  

• Transform client feedback and operational data into actionable recommendations and improvement initiatives.
  

Leadership Exposure & Professional Development

• Participate in cross-functional and leadership planning sessions, expanding expertise in both operational and strategic account management.

Key Metrics & Success Indicators

• Retention and engagement rates across assigned and strategic accounts.

• Feedback from SAMs and leadership on operational support.

• NPS and CSAT improvements within the managed portfolio.

• Contribution to process and reporting enhancements.

• Demonstrated support for multi-year growth strategy planning and operational execution.
  

Who You Are

• 4-6 years in Customer Success, Operations, or Account Management—ideally in SaaS, healthcare, or tech-enabled environments.

• Experience supporting or partnering with enterprise/strategic account teams and handling complex portfolios.

• Advanced analytical, reporting, and executive communication skills; adept in platforms like Salesforce, Zendesk, Looker, Gainsight PX.

• Comfortable with internal coordination, resource planning, and executive/leadership interaction.

• Collaborate with other strategic account managers on the Customer Success Team.

Salary and Perks

Pay Range: $115,000 - 130,000 base compensation.

Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position. The role will remain open until Dec 31, 2025. Any eligible candidate that meets the essential criteria of the role may apply via the job posting or through Wheel’s career page up until the designated application deadline.

As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:

• Medical, Dental and Vision

• Ancillary: Life, Short and Long Term Disability

• 401K match

• Flexible PTO

• Parental Leave

• Stock options

• Additional programs and perks

Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.