Head of Customer Success, Vivian Health

• 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

Desirable

• As the Head 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 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