VP- Customer Success

About VIVIO  

VIVIO Health, a Public Benefit Corporation, is revolutionizing pharmacy benefits management through data and technology. Our foundational principle - "The Right Drug for the Right Person at the Right Price" - drives everything we do. Since 2016, our evidence-based approach has delivered superior health outcomes while reducing costs for self-insured employers and health plans. By ensuring each patient receives the most appropriate medication for their specific condition at a fair market price, we're replacing the obsolete PBM Model with innovative solutions that work better for everyone.  

Why Join VIVIO?  

• Innovation: Challenge the status quo and shape healthcare's future  
• Impact: Directly influence patient care and help change healthcare delivery  
• Mission: Join an organization that has a clear vision and mission. 
• Collaboration: Work with passionate teammates dedicated to making a difference  
• Growth: Expand your opportunities as we expand our business

Position Summary: VP, Customer Success 

We are excited to announce an opportunity for a visionary VP of customer success to lead our customer success team. In this pivotal role, you will be entrusted with providing strategic direction, operational leadership, and overall executive guidance for our customer success team. Your efforts will focus on refining and implementing a comprehensive customer success strategy aimed at enhancing customer satisfaction and improving the scalability of the function. You will also play a key role in creating a cohesive roadmap in partnership with internal stakeholders, including Clinical, Member Experience, Sales, Tech and Finance. 

As an effective VP of Customer Success, you will ensure customers have the best possible experience and become enthusiastic advocates for VIVIO. You will be directly responsible for successful program implementation, including seamless member onboarding and ongoing support with program-level issues and reporting. Your broad understanding of other healthcare products and services that interface with the VIVIO solution will enable you to provide an exceptional overall experience for VIVIO customers. 

VIVIO is committed to maintaining a lean and efficient organization that emphasizes outstanding customer and member experience.  Your ability to think strategically and execute tactically in a fast-moving environment when necessary are both essential for this role. If you are a visionary leader with a genuine passion for driving meaningful change in the way healthcare is delivered, we would be delighted to hear from you! 

Key Responsibilities: 

Providing a seamless implementation experience 

• Develop, implement and improve the customer implementation process. 
• Create metrics and reporting for the customer implementation process 
• Manage a closed-loop process to ensure learnings are incorporated into successive implementations 

Maintaining the ongoing day-to-day relationship management 

• Develop long-term relationships with assigned customers, connecting with key business executives and stakeholders to understand changing customer requirements 
• Function as the client’s advocate to ensure the customer receives the appropriate amount of attention and value 
• Become the in-house expert on the client’s business. Understands how the client differentiates itself in markets and creates client value  
• Oversee regular quarterly business reviews to ensure client needs and expectations are met 
• Proactively and continually manage customer issues and escalations 

Understanding customer partner ecosystems 

• Engage customer partners who integrate with VIVIO. 
• Evaluate partners for fit into the VIVIO partner ecosystem 

• Education: Bachelor's degree in business administration, Healthcare Management, or a related field. MBA or other advanced degree preferred. 
• 10+ years of experience in a senior Customer Success or equivalent role 
• Demonstrated competence in senior leadership positions, ideally managing cross-functional teams. 
• PBM (Pharmacy Benefit Management) experience required. 
• Demonstrated competence in storytelling and presentation skills, whether in face-to-face or virtual settings to executives with a particular fluency in engaging senior audiences. 
• Ability to successfully influence multiple stakeholders/constituencies. 
• Mission-driven, highly motivated to drive impact in healthcare. 
• Proven ability to use data analytics to drive operational, quality and financial performance. 
• Unafraid to roll up sleeves, get it done and "lead from the front”. 
• Exceptional verbal and written communication skills 
• Strong analytic skills 
• Extreme attention to detail 
• Strong project management skills 
• 25% + travel for team meetings and customer visits.  

Personal Attributes: 

• Strong problem-solving skills 
• Excellent relational skills and ability to get things done through teamwork, persuasion, and influence. Demonstrated diplomacy and patience skills in interacting with internal and external partners. 
• High level of integrity, professionalism and empathy. 
• Mindset focused on innovation and thought leadership. 
• Ability to work in a fast-paced, dynamic environment. 

Compensation & Benefits  

• Base Salary: $170K-$190K
• Annual Bonus eligible
• Comprehensive Benefits Package:  
• Medical, Pharmacy, Dental, Vision  
• Life Insurance  
• Stock Options  
• 401(k) with Company Match  
• PTO  

VIVIO Health is an Equal Opportunity Employer. All information will be kept confidential according to EEO guidelines. 

Please be advised that job opportunities will only be extended after a candidate submits a completed job application and goes through our interview process, including 1:1 and/or group interviews via phone, video conferencing, and/or in-person. All legitimate correspondence from a VIVIO employee will come from our Smart Recruiter Applicant Tracking System "@smartrecruiter.com" or "@viviohealth.com" email accounts.