Senior Director of Customer Success

About Our ClientOur client'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, it supports over 2 million clinicians in finding their next career opportunities. The AI-driven platform also enhances process efficiencies for staffing agencies and healthcare employers, significantly reducing time to hire. Our client is backed by world-class investors, including Thoma Bravo and IAC, with over $75 million in capital raised. Accolades include BuiltIn's awards for “Fully Remote Best Startup,” “Fully Remote Best Places to Work,” and “U. S.

Best Startups to Work For” in 2024. About the team: Our client is a remote first, 75+ person organization that is at the forefront of transforming the healthcare staffing landscape. The Customer Success team is dedicated to building strong relationships to help customers maximize their revenues and operational efficiencies through optimal use of the platform. What you’ll do: As the Sr. Director of Customer Success, you will be a pivotal leader in ensuring optimal client engagement and satisfaction with the platform for 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. Lead and Develop: Manage and coach the existing team of CSMs to foster a collaborative and performance-driven cultureOperational Efficiency: Develop the systems and structures that allow CSMs to do their jobs more effectivelyIdentify Key Metrics:

Develop and manage key customer success metrics across the Agency account base to align customer capabilities with service models and revenue optimizationFoster Client Engagement: Handle key customer relationships, providing strategic insights and solutions to their challengesCustomer Advocacy: Act as the champion for key customers to ensure their needs are reflected in product roadmapping and company strategyPartner with Sales: 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 opportunitiesWhat They’re looking for:

A deep understanding of the Customer Success function with 5+ years experience leading a teamAn empathetic player/coach management styleProven success in driving business results, with a focus on metrics that demonstrate growth and overall company successCross functional experience working with executives and project teams to build effective playbooks and success metricsAbility to enhance customer satisfaction and loyalty by optimizing onboarding processes, implementing customer success plans, and ensuring continuous engagement and performance goal executionBonus points if you have: Early hire experience at a company that went through hyper-growth, providing firsthand insight into scaling challenges and solutionsWhat the company provides:

(Benefits & Perks)The estimated compensation for this position is $170,000 yearly salary, with on target earnings of up to $260,000, plus company equity in the form of Stock Appreciation Rights. The compensation is dependent on job-related factors such as experience, education, and skills. This is based on a full-time schedule. BenefitsFlexible Time OffComprehensive Health Insurance Plans including HSA and FSA Options401K Retirement Savings Plan with Employer MatchGenerous Parental LeavePre-tax Commuter Benefit PlanWork from home stipendAccess to Corporate Discount ProgramPet InsuranceNote: “We are not the EOR (Employer of Record) for this position.

Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS. ”