Customer Success Manager

About Vitalize's Customer Success Team

Customer Success turns successful deployments into durable, growing partnerships. We own adoption, value realization, executive relationships, retention, and identifying opportunities to expand Vitalize across the health systems we serve.

Our CSMs become experts in their customers’ operations-working from the frontline to the C-suite to understand what matters, prove measurable ROI, and help health systems get more value from Vitalize over time. As our customer base grows, Customer Success will be central to making Vitalize an indispensable strategic partner to every health system we serve.

The Role

You’ll join Vitalize’s early Customer Success team and own a portfolio of ~5-7 enterprise health systems. These are complex, multi-hospital organizations where Vitalize is deployed across thousands of frontline users and works with stakeholders from nurse managers to C-suite executives.

You’ll own the customer lifecycle from contract signature onward - partnering closely with Deployments through implementation and go-live, then leading the long-term relationship across workforce transformation, adoption, value realization, executive engagement, retention, and expansion. You’ll also work closely with Customer Support to ensure issues are resolved quickly and systematically.

As an early member of the team, you won’t just manage accounts. You’ll help define how Customer Success operates as Vitalize scales: what great account management looks like, how we measure and communicate value, and how we turn successful customers into durable, reference-able partnerships.

What You'll Do

• Own the end-to-end success motion for assigned health systems-from deployment handoff through adoption, value realization, and renewal
• Build and maintain multi-threaded relationships across each account: C-suite sponsors, operational directors, and frontline champions
• Run QBRs and executive check-ins that are grounded in data and tied to customer-specific KPIs
• Act as a strategic consultant on workforce strategy-helping leaders connect Vitalize data to decisions on OT reduction, float pool optimization, and labor spend
• Build ROI narratives that quantify the value Vitalize delivers (financial savings, operational efficiency, workforce outcomes), tailored to the audience (CFO, CNO, operations director)
• Drive adoption across complex, multi-site organizations with non-tech-savvy users and competing priorities
• Design ongoing education and training motions-not just initial rollout, but sustained engagement that keeps utilization high
• Own the hard conversations when value isn't landing as expected, and work cross-functionally to course-correct
• Translate customer conversations into actionable product insight-distinguish between custom configuration and productizable features, and bring structured feedback to the product team
• Partner with Deployments to ensure clean handoffs, track leading indicators during go-lives, and embed early in new customer sites
• Collaborate with Analytics to tailor reporting packages per account and ensure the right data is powering your executive conversations
• Work with Support to surface systemic issues and ensure customer health isn't eroding below the surface

What You'll Bring

• 5+ years managing enterprise accounts or complex stakeholder environments-CS, consulting, implementation, or healthcare ops
• Executive presence-you can run meetings with C-suite health system leaders, manage expectations, and have hard conversations about value delivery
• Analytical rigor-you build ROI narratives from data, use metrics as leading indicators, and create reports that drive action (not just updates)
• Multi-threading instinct-you naturally build relationships across stakeholder tiers (executive sponsor, operational leads, frontline champions) and tailor your approach to each
• Startup mindset-you've operated in a high-growth, ambiguous environment where playbooks didn't exist and you had to build the motion
• Willingness to travel-50% initially (customer site visits during deployments), 25% ongoing

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Flexible PTO
• Unlimited travel budget to visit customer sites
• Twice-yearly company off-sites
• Free meals in the office
• $5,000 relocation bonus for eligible employees
• Desk setup reimbursement
• Commuter benefits
• Monthly gym/wellness stipend
• An awesome office in Jackson Square, steps from the water