Head of Customer Success

Summary

Join Vivian Health, a leading healthcare jobs marketplace, as the Head of Customer Success and play a pivotal role in ensuring client satisfaction and maximizing platform usage. Lead and develop a team of Customer Success Managers (CSMs), fostering a collaborative and high-performing environment. Develop systems and structures to enhance CSM efficiency, identify key customer success metrics, and cultivate strong client relationships. Act as a customer advocate, influencing product development and company strategy. Partner with the sales team to ensure a smooth transition from sales to post-sales, aligning on goals and strategies that drive ongoing customer engagement and revenue. This role is crucial for guiding the company through significant growth, substantially increasing annual recurring revenue. The position requires a deep understanding of the Customer Success function and 5+ years of experience leading a team.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Early hire experience at a company that went through hyper-growth, providing firsthand insight into scaling challenges and solutions

Benefits

• 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