Customer Success Manager

JOIN THE FUTURE OF HEALTHCARE RECRUITMENT AT VIVIAN HEALTH Vivian Health’s mission is to transform healthcare hiring by empowering every healthcare professional to find their perfect job faster and easier than ever before. As the largest healthcare jobs marketplace, we support over 2 million clinicians in finding their next career opportunities. Our AI-driven platform also enhances process efficiencies for staffing agencies and healthcare employers, significantly reducing time to hire. Vivian Health is backed by world-class investors, including Thoma Bravo and People Inc., with over $75 million in capital raised. Our accolades include BuiltIn's awards for “Fully Remote Best Startup,” “Fully Remote Best Places to Work,” and “U.S. Best Startups to Work For” for the past 5 years. WHEN YOU JOIN OUR TEAM, YOU’LL HAVE THE OPPORTUNITY TO: - Drive real, measurable impact in the healthcare industry - Build meaningful relationships with healthcare staffing agencies and help them achieve success - Grow your career with a high-performing, collaborative team in a remote-first environment ABOUT THE ROLE: We’re looking for an experienced Customer Success Manager to serve as a strategic partner and trusted advisor for our staffing agency clients. This role offers the opportunity to work with high-growth accounts, drive revenue expansion, and shape the future of customer success at Vivian Health. You will have the opportunity to: - Build Strategic Relationships: Develop trusted, long-term partnerships with key stakeholders at staffing agencies, helping them achieve their hiring goals and maximize the value of the Vivian platform - Drive Growth: Identify and execute upsell and cross-sell opportunities, improving platform adoption and driving measurable success for our clients - Ensure Success: Collaborate with clients to implement effective campaigns, troubleshoot challenges, and deliver a seamless, exceptional experience - Advocate for Clients: Be the voice of the customer internally, working with product, sales, and engineering teams to address client needs and enhance the platform - Foster Innovation: Identify new opportunities to improve processes, enhance customer engagement, and scale success across the agency segment WHO YOU ARE: A strategic thinker and relationship builder who thrives in an evolving, start-up environment. You have a proven track record of success in customer success or account management and are ready to take your career to the next level. QUALIFICATIONS: - Experience: 5+ years in Customer Success, Account Management, or a similar client-facing role, ideally within SaaS, marketplaces, or healthcare industries - Revenue Growth: Proven track record of managing and driving post-sales revenue growth and client retention - Account Expansion: Demonstrated ability to grow and expand accounts, identifying opportunities for long-term client success and mutual growth - Negotiation & Deal Strategy: Skilled in negotiation and developing creative deal structures that drive revenue and strengthen partnerships - Entrepreneurship: Self-starter with the ability to take initiative, think strategically, and thrive with minimal direction - Problem Solving: Strong analytical and critical thinking skills with the ability to resolve challenges independently - Communication Skills & Telling a Data Story: Excellent verbal and written communication abilities with strong personal presence in partner and customer-facing roles. Must be able to take data, form a compelling narrative, and deliver that narrative verbally and in slide presentations. - Customer-Centric Approach: A natural ability to empathize with clients and a relentless focus on helping them succeed - Organizational Skills: Exceptional ability to prioritize, schedule, manage time, and meet deadlines in a fast-paced, dynamic environment - Technical Fluency: Familiarity with CRM tools (e.g., Salesforce, HubSpot) and a strong aptitude for data-driven decision-making Bonus points for: -…