Director, Customer Success

The Director, Customer Success will lead our newly created Customer Success team, driving our strategy and execution to ensure that Vibrent’s customers achieve their desired research outcomes using our SaaS products and growing revenue through the expansion of our existing customer relationships. You will be responsible for overall execution of a strong customer success function, working closely with our customers, internal teams, and third-party vendors to deliver results while preserving positive P&L and growing our ARR. You will be held accountable for the success of your team in delivering an excellent customer experience while ensuring retention of our ARR. You will be an expert in customer use cases, goals and research outcomes and proactively identify how our products, services and value proposition can best drive and support our customers’ journey. This understanding will allow you to not just ensure strong customer utilization leading to strong retention, but to surfacing new revenue opportunities with our customers. Your team’s diligence assures that Vibrent customers obtain their desired outcome when using our products and services. You will own the renewal process preventing churn and downgrades while building loyalty.

To be successful in this role, you will need to demonstrate superior product knowledge and a combination of strategic thinking, hands-on leadership, and customer-centric execution with a constant awareness of building growth. You must be able to maximize the value of the Vibrent solution for our customers, ensuring that they rely on us to achieve their research goals. The Director will work closely with other departments, including Growth, Product, Delivery, and Quality, to align efforts and ensure a seamless customer experience. Familiarity with clinical trial processes, IRB processes and clinical research is necessary. Successful candidates will be able to use critical thinking to optimize our current processes or to develop new methods and tools to improve the Vibrent experience for our customers. You will need to have an entrepreneurial eye to increasing revenue within existing accounts and strong strategies for reinforcing sticky relationships that lead to great retention. You must have strong leadership skills with the ability to develop your reports, hold them accountable, and set appropriate metrics for their performance. You must be able to routinely report to senior leaders on the progress, success, and challenges of your team. Therefore, this role requires an experienced Customer Success professional who can successfully manage customer relationships while leading a team. The expectation is that you will perform the role with an eye to continuous improvement and the development of a built-out Customer Success function which you will lead. This position will manage direct reports and have revenue goals related to retention and growth within existing relationships.

• Develop and implement a comprehensive customer success strategy that aligns with the company's overall business objectives and prioritizes the building of effective trusted relationships with Vibrent customers.
• Create strategies for the customer success team to solicit referrals from existing customers to support expansion within those customer organizations.
• Define and track key metrics for customer success, including customer satisfaction, retention, and growth.
• Develop and execute strategies to increase the value of customer relationships over time.
• Implement strategies to reduce churn and increase customer retention rates.
• Instill a culture of exceptional customer focus and responsive service into the customer success function. 
• Select, onboard, train and continuously develop your direct reports to build a dynamic and effective team.
• Responsible for managing the budget of the Customer Success Team.
• Embody Vibrent cultural values in daily interactions with your team and internal customers as a culture leader.
• Foster a customer-centric culture within the broader organization.

• Identify opportunities for account growth and expansion, collaborating with Growth team to drive upsell and cross-sell initiatives.
• Focus on customer retention by creating a system for conducting regular check-in calls for tactical items (conducting calls yourself based on team size,) and perform recurring business reviews.
• Based on identified customer utilization trends and experiences that are surfaced, create action plans for individual customers as well as overall strategy to resolve issues, maximize utilization, ensure retention, and add on relevant services.
• Track accounts to identify churn risk and work proactively to eliminate that risk.

• Gather and analyze customer feedback to inform product development and improve customer experience, ensuring customer needs and feedback are incorporated into product roadmaps.
• Use data to identify trends, areas for improvement, and opportunities for growth assigning specific measurable improvement goals for all key metrics.
• Accountable to both track and improve metrics such as retention, ARR growth and NPS (net promoter scores) over time.
• Drive adoption of Vibrent products with our customers’ organizations, maximizing customer investment and accelerating time-to-value with smooth handoff from sales and delivery.
• Partner with Implementations and Customer Delivery teams to ensure a seamless onboarding process for new customers, including effective training and support to drive early adoption and satisfaction.
• Contribute to the continuous improvement of onboarding processes based on customer feedback and success metrics.
• Continuously improve customer training to ensure maximum utilization of our solutions and best results for our customers.

• Develop and maintain dashboards using Salesforce and Jira to create reports to track customer success metrics and communicate insights to executive leadership and offer ongoing transparency into the function’s success.
• Work closely with Growth, Product, Delivery, Implementation and Quality teams to ensure alignment and a cohesive customer journey.
• Communicate customer success initiatives, outcomes, and insights to stakeholders across the organization.

• Maintain familiarity with local and international regulatory guidelines (such as ICH GCP, FDA, EMA regulations,), overseeing document submissions where needed. 
• Support ongoing quality assurance processes to ensure data integrity and compliance with study protocols. 
• Keep up to date with industry concepts, terminology and processes including longitudinal research studies, clinical trials and registries.

• Responsible for developing and maintaining expertise in Vibrent products: end to end knowledge of functionality, current and upcoming features, integrations, and possible gaps. Customers must be able to rely on you as an expert.
• Must develop and maintain expertise in the basic science of the studies you support and our current customers’ agreements/ SOWs, so that you are able to fluently discuss them with customers and translate this to internal Vibrent partners.
• As a manager, you will hold your team accountable to these standards and maintain a high-level understanding of the science and SOWs of all team projects.

• 5+ years of experience in customer success, account management, or a related field, with a track-record of building and executing customer-focused strategies for successfully reducing customer churn, driving engagement, and maximizing lifetime value in a SaaS/ Clinical Research services setting.
• Proven success growing revenue of existing accounts.
• Experience with escalation management working with Growth (sales and marketing,) Product, Implementation/ Delivery and Quality teams.
• Proven track record of leading and scaling a customer success team.
• 2-3 years of work experience in a Clinical Research or Clinical Research services environment to include knowledge of Study Design and Protocols and coordination with vendors of CTMS or other Clinical Trial software solutions.
• Strong knowledge of FDA and International Conference of Harmonization and Good Clinical Practices (ICH/GCP) Guidelines.
• Strong knowledge of the issues resolved by our product offering from your experience in the Clinical Trials space.
• Strong strategic thinking and problem-solving skills.
• Demonstrated excellence in verbal and presentation communication skills to all levels of the organization—internal and external stakeholders.
• Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience.
• Exceptional relationship builder in a virtual/ remote environment.  Able to build lasting relationships based on trust externally and internally to collaborate on customer concerns and resolutions.
• Thorough understanding of information technology procedures and practices, functional teams, development environments, as well as its dependencies and challenges.
• Strong operational leadership capability with experience in a fast-paced technology environment.
• Experience managing project and team budgets.
• Experience with customer success analytics tools and methodologies. Proven ability to set-up and manage well defined metrics and KPIs to create a scalable process.
• Strong organizational skills with a grounding in project management best practices.
• Ability to thrive in a fast-paced, dynamic environment.

When you work at Vibrent, you are surrounded by a diverse group of people who share a passion for achieving excellence and making a lasting impact. Passion, excellence and impact should be rewarded, and we do that-- offering a competitive compensation package that includes over-average 401k match, the benefits you need to prioritize self and family care, and support for your further education and career development. One of the greatest benefits Vibrent offers is opportunity. At Vibrent, we work with the latest tools and technologies including enterprise mobile apps, fitness sensors, medical devices, cloud computing, machine learning, big data and analytics. We partner with national leaders in healthcare, technology, and research. We create tools that will change and improve healthcare for ourselves and future generations.

Vibrent is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

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