Senior Director of Customer Success

As the Sr. Director 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. Manage and coach our existing team of CSMs to foster a collaborative and performance-driven culture. Develop the systems and structures that allow CSMs to do their jobs more effectively. Develop and manage key customer success metrics across the Agency account base to align customer capabilities with service models and revenue optimization. Act as the champion for key customers to ensure their needs are reflected in product roadmapping and company strategy. 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.