Senior Director of Customer Success

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
• Operational Efficiency: Develop the systems and structures that allow CSMs to do their jobs more effectively
• 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
• Partner with Sales: Work closely with the sales team to ensure a seamless transition from sales to post-sales, aligning on goals and strategies that facilitate ongoing customer engagement and revenue opportunities

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 

What we provide: (Benefits & Perks)

The estimated compensation for this position is $170,000 yearly salary, with on target earnings of up to $260,000, plus company equity in the form of Stock Appreciation Rights. The compensation is dependent on job-related factors such as experience, education, and skills. This is based on a full-time schedule. 

At Vivian Health, we offer a competitive compensation package, with benefits including:

• Flexible Time Off
• Comprehensive Health Insurance Plans including HSA and FSA Options
• 401K Retirement Savings Plan with Employer Match
• Generous Parental Leave
• Pre-tax Commuter Benefit Plan
• Work from home stipend
• Access to Corporate Discount Program
• Pet Insurance

Vivian is an Equal Opportunity Employer. We seek and celebrate diversity in its many forms. If you’re excited about this opportunity but do not meet 100% of the qualifications, we encourage you to apply.