VP of Customer Success at Vivian

Remote

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Job Title: VP of Customer Success

Location: Remote

Function: Strategy and Operations/Customer Success

Position Type: Full-time

Position Level: Mid - Senior

Travel: Minimum travel may be required

 

At Vivian Health, we’re on a mission to transform hiring and recruiting in healthcare. We’re a high impact and positive impact business working to efficiently and cost effectively match the right talent to the right jobs in the healthcare sector, and as a result, help reduce healthcare costs and improve patient care.

We started by bringing transparency and increased access to the opaque and offline $17 billion temporary healthcare staffing industry, and we are now building the largest marketplace in the $1.5 trillion healthcare labor market that enables all healthcare professionals to find their perfect job opportunity, faster and easier than ever before.  We empower healthcare professionals across the country by giving them unprecedented access to honest, transparent, and real-time information to aid them in their job search. We connect candidates to the highest paying, most relevant healthcare jobs in the country and we help enable research around the best places to work.

Our goal is to empower healthcare professionals to find the best jobs that fits their needs and to help healthcare employers find great talent quickly and easily. Through the Vivian Health platform, we enable staffing agencies and healthcare employers to more easily find relevant talent, communicate more efficiently, and make better hiring decisions, ultimately enabling them to serve patients more safely and effectively.

 

THE OPPORTUNITY

As a VP of Customer Success, you will lead our Customer Success teams and will play a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of our customers. It is expected that you will thrive in a bold, fast-moving, transparent, values-driven leadership team and company, while enabling both customer and company success.  This role will report to our Head of Strategy and Operations. 

Your key responsibilities will include:

  • Leading, expanding, and mentoring the Customer Success teams, in both the staffing agency and health system segments, by setting the strategy and prioritizing Objectives and Key Results (OKRs)
  • Driving customer lifetime value by defining the customer journey. 
  • Deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
  • Working with the segment team leads to manage account renewals, business reviews, retention strategy, and upsells 
  • Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
  • Working cross-functionally with product, marketing and sales to align on organization priorities
  • Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to both our customer segments - Staffing Agencies and Health Systems.
  • Building a consultative organization to support customers from onboarding and training to long-term partnerships. 
  • Guiding the team on how to drive adoption, advocate and grow by finding ways to deeply understand customer challenges, objectives, and become a trusted strategic adviser. 
  • Partner very closely with our sales team to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services.

 

THE SKILL SET

  • 8-10 years of experience in Customer Success related roles; sales experience is desirable
  • Experience building and managing Customer Success and or Professional Services teams in a fast-paced, dynamic environment
  • Experience of working with Health Systems or Staffing Agencies is desirable. Technical and SaaS experience is a strong plus.
  • The ability to architect services and support delivery models that align with current customer segments, deliver customer value, and scale with growth projections
  • A strong customer advocate with the ability and willingness to engage directly with customers
  • Strong presentation skills and the ability to articulate complex concepts to cross-functional audiences
  • Strong executive presence and ability to work cross functionally
  • Demonstrated success at building highly functioning CSM / Support teams and establishing process and procedure to ensure excellence
  • Strong empathy for customers and passion for revenue and growth
  • Ability to communicate well with individuals, teams, partners and at industry level events
  • A track record of developing and mentoring great talent, and building and motivating high achieving teams
  • The skills to be a data-driven decision maker, with a willingness to experiment and iterate
  • Empathy, humility and listening skills
  • Ability to travel and meet Customers, as needed 

BENEFITS & PERKS

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

Vivian Health is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

Apply Now

Applications are now closed