Head Of Customer Success And Growth

Virta Health is on a mission to transform type 2 diabetes and weight-loss care. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. Virta is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join us on our mission to reverse diabetes in 100 million people.

We’re looking for an experienced Head of Customer Success to own revenue growth from our existing customer base while scaling and upskilling our Customer Success teams. The ideal candidate will have experience working with self-insured employers (we have over 500 client organizations today), large health plans (we have over 20 health plan customers) and related health industry partners (e.g., PBMs, channel partners, etc). This role is beyond managing the day-to-day needs of a client base - it is about preparing us strategically, organizationally, and operationally for our next level of scale. The Head of Customer Success must be able to expertly navigate rapid change, approach problems with creativity and curiosity, and be able to partner seamlessly with internal and external stakeholders to drive critical initiatives forward. 

Virta is at an exciting stage of its growth journey and this candidate will play a critical role in shaping the customer success team and expanding our access to patients across the US. 

Responsibilities:

• Lead executive for Employer and Health Plan customer segments, including the Implementation function
• Growing and evaluating our systems, processes, and people to keep pace with the scale of our customer growth
• Successfully grow and manage our revenue from our existing book of business
• Provide top level service to our rapidly growing customer base, sharing the transformative impact of our treatment on their population in order to excite and delight
• Develop and deepen relationships with key executives within our largest employer and health plan clients
• Partner with customers on program goals and KPIs, sharing Virta ROI
• Manage and mentor a high performing team of customer success & implementation managers
• Collaborate with Sales counterparts on accelerating account expansions and renewals. Identify renewal risks and implement remediation plans
• Partner with our Patient Marketing team to drive adoption and awareness within new & existing customers
• Act as a customer advocate internally across our Operations and Product teams to continue to refine the customer and patient experience including customer launches, patient onboarding and enrollment, billing etc.
• Define, grow and manage customer success team, processes, and infrastructure

90 Day Plan

Within your first 90 days at Virta, we expect you will do the following:

• Get to know our existing customer base - the organizations, the opportunities, and the challenges; this will be the basis to develop/refine account expansion and renewal plans
• Develop a high-level strategy for growth and scaling in 2025 and beyond
• Build relationships internally with key cross functional counterparts in Commercial, Product, Ops and Clinical organizations
• Build relationships with some of our key customers

Requirements:

• 10+ years experience in Commercial Leadership, specifically within healthcare and focused on both large employers and health plans
• Track record of implementing strategies to drive revenue growth through expansion and account retention
• In-depth knowledge of the healthcare ecosystem & industry trends
• Experience scaling a Customer Success organization & managing/mentoring growing teams
• Experience managing and growing other people leaders
• Ability to proactively problem solve and drive new initiatives
• Strong management presence and leadership ability, with communication, project leadership and interpersonal skills that inspire and motivate leaders and teams
• Ability/flexibility to work cross-functionally within an ever-evolving company where fast-paced change is the norm

Values-driven culture

Virta’s company values drive our culture, so you’ll do well if:

• You put people first and take care of yourself, your peers, and our patients equally
• You have a strong sense of ownership and take initiative while empowering others to do the same
• You prioritize positive impact over busy work
• You have no ego and understand that everyone has something to bring to the table regardless of experience
• You appreciate transparency and promote trust and empowerment through open access of information
• You are evidence-based and prioritize data and science over seniority or dogma
• You take risks and rapidly iterate

As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta's security and privacy procedures to ensure our patients' information remains strictly confidential. Security and privacy training will be provided.

Virta has a location based compensation structure. Starting pay will be based on a number of factors and commensurate with qualifications & experience. For this role, the compensation range is $250,000 - $275,000. This role is also eligible to earn bonuses with a total annual target amount of up to 33% pursuant to the terms and conditions of the Company’s incentive compensation plan.

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