Senior Director, Customer Success

Job Description

Senior Director, Customer Success

Description:

Silicon Valley based Vivalink is an innovative connected healthcare solutions company in its growth stage. The company develops IoT-enabled data platform solutions as the enabling infrastructure for medical wearable data in healthcare and clinical research.

We are seeking a dynamic and experienced Senior Director of Customer Success to lead our growing Customer Success team. In this pivotal role, you will be responsible for driving customer satisfaction, retention, and expansion by ensuring our healthcare and life sciences clients achieve their desired outcomes with our digital health platform. You will build and lead a high-performing team, develop strategic initiatives, and serve as a key advocate for our customers within the organization.

Responsibilities:

Strategic Leadership: Develop and execute a comprehensive customer success strategy aligned with the company's overall goals, focusing on maximizing customer lifetime value and driving product adoption within clinical settings. Encompassing technical and clinical support.

Team Leadership & Development: Mentor, and manage a team of Customer Success Managers, fostering a culture of excellence, collaboration, and continuous improvement.

Customer1 Relationship Management: Build and maintain strong relationships with key2 healthcare and life sciences clients, understanding their needs, challenges, and goals. Act as a trusted advisor and advocate for their success.

Onboarding & Implementation: Oversee the successful onboarding and implementation of our digital health platform for new clients, ensuring a smooth and efficient transition.

Adoption & Engagement: Drive product adoption and engagement by providing proactive support, training, and best practice guidance to healthcare professionals.

Retention & Expansion: Develop and implement strategies to minimize churn, maximize customer retention, and identify opportunities for upselling and cross-selling.

Performance Measurement & Reporting: Define and track key performance indicators (KPIs) related to customer success, such as customer satisfaction (CSAT), net promoter score (NPS), retention rate, and adoption metrics. Generate regular reports and insights for senior management.

Voice of the Customer: Act as the voice of the customer within the organization, providing feedback to product, engineering, and marketing teams to drive product improvements and enhance the customer experience.

Process Improvement: Continuously evaluate and optimize customer success processes and workflows to improve efficiency and effectiveness.

Collaboration: Work closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and alignment across the organization.

Clinical Understanding: Develop and maintain a strong understanding of clinical workflows and how digital health technologies are used in various healthcare settings.

Qualifications:

Bachelor's degree in a relevant field (e.g., healthcare administration, business, science). Master's degree preferred.

Minimum 10+ years of experience in customer success, with at least 5 years in a leadership role in an organization selling to and supporting healthcare or life sciences customers.

Proven track record of driving customer satisfaction, retention, and growth in a SaaS or technology environment.

Significant experience working with and supporting healthcare professionals (e.g., physicians, nurses, administrators).

Strong understanding of digital health technologies and their application in clinical settings.

Excellent communication, presentation, and interpersonal skills.

Ability to build and lead high-performing teams.

Data-driven and analytical mindset.

Strong problem-solving and decision-making skills.

Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot).

Ability to thrive in a fast-paced, dynamic environment.

A passion for improving healthcare through technology.

Preferred Qualifications:

Experience working in a startup or high-growth company.

Experience with medical device or healthcare software implementations.

Knowledge of healthcare regulations and compliance requirements (e.g., HIPAA).

Benefits:

Competitive salary and comprehensive benefits package.

Opportunity to work on cutting-edge technology that is making a real impact on healthcare.

Collaborative and supportive work environment.

Professional development and growth opportunities.

Company Description

Vivalink

Campbell, CA

Company

Silicon Valley-based Vivalink is an innovative connected healthcare devices company in its growth stage. The company develops wearable telemetry devices with integrated biometric sensors designed to continuously monitor human vitals and other indicators for medical and healthcare applications. These devices together with Vivalink’s related healthcare software products and services are offered to enterprise customers under a platform as a service model. Over 300 leading organizations, in more than 50 countries depend on our wearable human vitalssensors, software and services. With great products, more than 20 patents and brilliant people, what we do matters.

Full-time