Director of Customer Success

Summary

Join Vitable Health's growing team as the Director of Customer Success! Lead the high-performing customer success team, managing all customer interactions from onboarding to renewal. You will create and implement processes to drive onboarding, client education, account management, renewals, and identify upsell opportunities. This leadership role requires setting the strategic direction of the department, managing a team, and acting as the client's voice within the company. Collaborate with sales, clinical operations, and engineering teams to ensure a first-class client experience and drive product roadmap improvements. Success in this role hinges on achieving key metrics related to customer retention, satisfaction, and revenue growth.

Requirements

• 7-10 years of experience in Customer Success, Account Management, Operations, or Customer Service spaces, with experience selling to new or existing prospects
• 3+ years of experience as a people manager
• Ability to evaluate current data and develop strategic initiatives for long-term success
• Proven ability to manage a team to metrics-based goals
• Proven track record delivering against expansion and upsell revenue objectives
• A process-oriented mindset and the ability to get things done
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders and manage difficult client conversations
• Strategic thinking and the ability to create and execute customer success strategies and processes from the ground up
• Passionate about helping customers, colleagues, and team members succeed

Responsibilities

• Lead Vitable’s high performance CS team, responsible for the management of all Vitable customers from onboarding through renewal
• Create and implement strong processes to drive onboarding, client education and account management, renewals, identify upsell and expansion opportunities, promote high product adoption, and mitigate churn
• Set the strategic direction of the department
• Manage a team of customer-facing individual contributors
• Act as the voice of the client to the internal Vitable team
• Work closely with sales and clinical operations to forecast new starts and ensure that Vitable is set up to deliver a first-class client experience
• Work closely with our Engineering team to drive the product roadmap, suggesting new features and updates that will have the highest impact on value realized, for our customers and members alike
• Ensure that our employee clients are well-educated on Vitable’s offering and are satisfied with the value of Vitable’s Benefit offering
• Be responsible for the results of the Customer Success teams across all Vitable platforms and services, specifically to customer retention, satisfaction, renewals, and enrollment
• Own metrics of retention, gross churn, renewals, and NRR
• Hire, train, and guide the Customer Success team to achieve account objectives by providing continuous mentorship, monitoring performance, and offering constructive feedback
• Forecast hiring needs proactively and work with Vitable leadership to determine hiring plans
• Stimulate revenue growth by identifying upselling or cross-selling opportunities within existing client accounts
• Formulate strategies and collaborate with the sales team to capitalize on and achieve revenue goals tied to upsell and expansion
• Act as a client advocate within the company, conveying client feedback and collaborating with product & engineering, clinical operations, and sales to prioritize our customers in everything that we build
• Coordinate cross-functionally to resolve customer friction points in the customer journey and to resolve escalated customer issues
• Partner with Sales and Product to build processes and ways of working designed to understand customer needs, deliver positive customer experiences, and exceed customer expectations at all points in the customer journey
• Represent the Voice of the Customer internally
• Design and execute an extensive client retention strategy to reduce churn and maintain high client satisfaction, showing consistent improvement in Vitable’s NPS
• Define and implement escalation processes to mitigate churn risk. This may include initiatives such as customer satisfaction surveys, loyalty programs, or client success workshops
• Establish and implement processes and supporting systems and tools that will enable the department managers to provide data back to the business on the Customer Success team's effectiveness
• Evaluate Customer Success tech stack, identify areas for improvement and make recommendations for tools, including a Customer Success Management Tool, to drive transparency and efficiencies throughout the Customer Success organization

Preferred Qualifications

Ideally, experience in the healthcare services or benefits industry (at minimum, a deep passion for our mission)

Benefits

• 100% Silver Plan Coverage, Full Medical, Dental, and Vision coverage, 401k, Life Insurance
• Access to Vitable’s Primary Care Benefit (in supported geos!)
• Generous equity plan
• Unlimited PTO
• Macbook and any other hardware you need to get your job done
• Mentorship program through First Round Capital
• Fun, creative, and collaborative work environment