Customer Success Data Architect

Title: Customer Success Data Architect

Reporting to: Chief Clinical Officer

Location: Remote; Preference for Washington, DC metro area. 

Opportunity:

We are seeking a highly skilled and innovative Data Architect to join our Customer Success organization. The ideal candidate will possess a strong technical background in data architecture, analytics, and data visualization, combined with a deep understanding of customer success strategies. The role will focus on organizing, analyzing, and drawing actionable insights from client data sets to drive product utilization, improve client outcomes, and contribute to overall business growth, including increased ROI, renewals, and customer satisfaction.

The Customer Success Data Architect will work closely with Customer Success leaders to ensure our clients are deriving maximum value from our product offerings. The position requires a balance of technical expertise and strategic thinking to translate complex healthcare data into clear, actionable recommendations for both clients and internal teams.
 

Responsibilities:

Customer Data Organization & Structuring:

• Design and implement data structures that capture meaningful client engagement and usage patterns.
• Build and maintain data pipelines, dashboards, and reporting systems that provide insights into client behavior, product usage, and success metrics.
• Ensure data integrity, accuracy, and consistency in reporting systems.

Data-Driven Insights & Recommendations:

• Analyze customer usage data and identify trends, patterns, and opportunities to increase product utilization and client satisfaction.
• Translate complex data into clear, actionable insights for client success teams, providing them with recommendations for improving engagement, retention, and ROI.
• Develop predictive models and reports to anticipate customer needs, flag potential churn risks, and identify upsell/cross-sell opportunities.

Customer Engagement & Strategy:

• Support the Customer Success team in identifying early indicators of churn or dissatisfaction, and proactively recommend solutions to prevent churn and increase product adoption.
• Work closely with Customer Success leaders to understand customer challenges and goals, helping them craft data-driven strategies for improving customer outcomes.
• Support internal teams (product, support, sales) by providing data insights to help them understand client pain points, product adoption trends, and areas for improvement.
• Lead data-driven initiatives to help the Customer Success team optimize workflows, reporting, and performance metrics.
• Use data to segment clients and tailor success strategies based on usage behavior, engagement levels, and specific organizational goals.

Product Utilization & ROI Optimization:

• Monitor customer outcomes and utilization metrics to ensure that customers are fully leveraging the product's capabilities and realizing maximum value.
• Develop and communicate success stories based on client data, showcasing how product usage leads to increased ROI and improved clinical outcomes.
• Collaborate with product teams to deliver insights that inform product improvements and new feature development based on client needs and feedback.

Reporting & Presentation:

• Build and deliver regular reports, dashboards, and presentations to internal teams and customers, highlighting key success metrics, usage patterns, and actionable insights.
• Present data-driven recommendations to executive leadership on ways to increase customer retention, growth, and overall satisfaction.

Requirements:

• 5+ years of experience in data architecture, data analytics, or a related field
• Experience working with healthcare data sets
• Proven track record of translating data insights into actionable strategies that drive customer success, product utilization, and ROI.
• Experience working with large, complex datasets and using data tools such as SQL, Python, R, Tableau, Power BI, or similar tools for reporting and visualization.
• Strong understanding of data modeling, ETL processes, and data pipeline management.
• Advanced proficiency in data visualization tools (e.g., Tableau, Power BI, Looker) to create clear, compelling reports and dashboards.
• Strong analytical and problem-solving skills, with the ability to distill large sets of data into clear, actionable insights.
• Ability to work with cross-functional teams (Product, Engineering, Marketing, Sales) to ensure client needs are being met through data-driven solutions.
• Excellent communication skills, with the ability to present data-driven insights to both technical and non-technical stakeholders.
• Strong project management skills, with the ability to manage multiple priorities and deadlines.
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

About Get Well:

Now part of the SAI Group family, Get Well is redefining digital patient engagement by putting patients in control of their personalized healthcare journeys, both inside and outside the hospital. Get Well is combining high-tech AI navigation with high-touch care experiences driving patient activation, loyalty, and outcomes while reducing the cost of care. For almost 25 years, Get Well has served more than 10 million patients per year across over 1,000 hospitals and clinical partner sites, working to use longitudinal data analytics to better serve patients and clinicians. AI innovator SAI Group led by Chairman Romesh Wadhwani is the lead growth investor in Get Well. Get Well’s award-winning solutions were recognized again in 2024 by KLAS Research and AVIA Marketplace. Learn more at Get Well and follow-us on LinkedIn and Twitter.

When it comes to careers, our approach is simple: empower employees to do their best work and live their best professional and personal lives. Meeting the needs of a diverse group of employees across more than 30 states means offering tools to support financial, physical and emotional well-being and the choice to design what meets your needs. You’ll find everything you’d expect and many things you don’t: exceptionally generous paid time away from work, a variety of paid leave programs, savings opportunities with 401(k) and incentive plans, internal education programs, full array of health benefits, fitness reimbursement, cell phone subsidy, casual offices with snacks and drinks, peer recognition programs, health advocacy and employee assistance programs, chili cook-offs, pet insurance (yes, really) and so much more. Our most valuable benefit? An environment that supports YOU. The estimated pay range for this position is $120,000 - $160,000  in base salary plus bonus. Base salary is dependent on many factors including, but not limited to education, experience and skills. This range is subject to change and may be modified in the future.

Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.