Job Details

About Hello Heart:

Hello Heart is a fast-growing, mission-driven, AI-native company transforming how heart health is managed. Our vision is simple but ambitious: to make heart attacks and strokes a thing of the past.

We do this by focusing exclusively on heart health, tackling the world's leading cause of death and the single largest cost driver in U.S. healthcare. Built on one of the largest and fastest-growing datasets in heart health, our AI-powered platform combines a seamless at-home experience with connected devices, real-time risk detection, and personalized interventions that help people understand their risk earlier and take action sooner.

The result is a solution that delivers twice the clinical impact of traditional approaches, along with measurable cost savings for employers and health plans. Today, Hello Heart is the official cardiac prevention program for 80% of large U.S. health plans, is recognized as best-in-class by the American Heart Association, and was named one of Fast Company's 2026 Most Innovative Companies.

As an AI-first company, we expect employees across functions to be AI fluent and to use AI in thoughtful, practical, and responsible ways. We're looking for people who are excited to apply AI in their work and help build the future of heart health.

About the role:

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.

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

Qualifications

• Demonstrated ability to leverage AI tools to improve team productivity, automate workflows, and drive scalable customer success operations
• 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
• Proven ability to incorporate AI tools into daily workflows and team operations to improve efficiency, scalability, and customer experience, while driving adoption across the team
• Experience working in or scaling teams within a high-growth or startup environment
• Willingness to travel approximately 30%

The US base salary range for this full-time position is $240,000 to $255,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only, and do not include equity or benefits.

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.