Director, Customer Success- Agency

The Director, Customer Success- Agency at Vivian Health is responsible for onboarding and developing sustainable relationships with healthcare staffing agency clients. They will lead and develop a team of Customer Success Managers, optimize the customer onboarding process, and implement customer success metrics to drive revenue growth. Additionally, they will collaborate with various teams to support customer success goals and advocate for product/process changes that enhance the customer experience and revenue growth. The successful candidate will play a crucial role in developing a detailed playbook for customer engagement and revenue growth for healthcare provider organizations.

• Lead and develop the existing team of Customer Success Managers in support of the Agency segment
• Optimize the customer onboarding process to improve time from contracting to revenue
• Manage key customer success metrics across the Agency account base to ensure matching between customer capabilities, service models, and revenue optimization
• Develop and implement Customer playbooks to help Agency recruiters and admins derive the most success through the use of the Vivian platform
• Meet directly with key customer executives to ensure engagement of customer leadership and execution of mutually-developed performance goals
• Implement customer success and account management plans that drive revenue growth to meet/exceed budgeted targets
• Collaborate with Technical Implementation and Candidate Operations teams to support Customer Success goals related to onboarding, satisfaction, and revenue growth
• Coordinate resources and support with the Director of Sales, Agency Segment to ensure effective "team selling" during the sales cycle and improve Sales-Customer Success handoff quality
• Provide feedback to Product Development, Implementation, Operations, and Engineering teams to advocate for product/process changes that will result in improved Provider customer experience and revenue growth
• Develop a detailed playbook for Customer engagement and revenue growth for Provider organizations of all types.

• Bachelor's degree required
• Minimum 5 years of relevant managerial experience working in healthcare agency recruitment

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