About the Role
Senior Director of Customer Success
Remote, United States
Full-time – Remote, United States
Join the Future of Healthcare Recruitment at Vivian Health
Vivian Health’s mission is to transform healthcare hiring by empowering every healthcare professional to find their perfect job faster and easier than ever before. As the largest healthcare jobs marketplace, we support over 2 million clinicians in finding their next career opportunities. Our AI-driven platform also enhances process efficiencies for staffing agencies and healthcare employers, significantly reducing time to hire.
Vivian Health is backed by world-class investors, including Thoma Bravo and IAC, with over $75 million in capital raised. Our accolades include BuiltIn’s awards for “Fully Remote Best Startup,” “Fully Remote Best Places to Work,” and “U.S. Best Startups to Work For” in 2024.
About the team:
Vivian Health is a remote first, 100+ person company that is at the forefront of transforming the healthcare staffing landscape. The Customer Success team is dedicated to building strong relationships to help customers maximize their revenues and operational efficiencies through optimal use of the Vivian platform.
What you’ll do:
As the Sr. Director of Customer Success, you will be a pivotal leader in ensuring optimal client engagement and satisfaction with the Vivian platform for our healthcare staffing agency customers. This role involves developing strategies to maximize customer retention and success, growing Net Retention Revenue while managing a dedicated team to execute these plans effectively. This position is crucial for guiding the company through a significant growth phase, with the goal of substantially increasing annual recurring revenue.
- Lead and Develop: Manage and coach our existing team of 7 CSMs to foster a collaborative and performance-driven culture
- Build Customer Playbooks: Develop and implement customer playbooks, ensuring Agency customers achieve maximum success with the Vivian platform
- Identify Key Metrics: Develop and manage key customer success metrics across the Agency account base to align customer capabilities with service models and revenue optimization
- Foster Client Engagement: Handle key customer relationships, providing strategic insights and solutions to their challenges
- Customer Advocacy: Act as the champion for key customers to ensure their needs are reflected in product roadmapping and company strategy
What we’re looking for:
- A deep understanding of the Customer Success function with 5+ years experience leading a team
- An empathetic player/coach management style
- Proven success in driving business results, with a focus on metrics that demonstrate growth and overall company success
- Cross functional experience working with executives and project teams to build effective playbooks and success metrics
- Ability to enhance customer satisfaction and loyalty by optimizing onboarding processes, implementing customer success plans, and ensuring continuous engagement and performance goal execution
Bonus points if you have:
- Early hire experience at a company that went through hyper-growth, providing firsthand insight into scaling challenges and solutions