Support/Success Operations

🏥 The Role

Vitalize is at a unique inflection point. We have a strong base of enterprise customers who love our product and dozens of new hospitals preparing to go live. To sustain that growth, we need to lay the foundation for world-class support — one that scales with our customer base and eliminates single points of failure. This role will be responsible for building that infrastructure from the ground up, creating the systems, documentation, and workflows that ensure customers feel supported long after go-live.

You’ll work closely with our Operations and Engineering teams to shape the handoff from implementation to post-stabilization, ensuring a seamless experience for hospital leaders and staff. You’ll own relationships with key stakeholders, act as the voice of the customer, and surface insights that influence our product roadmap. We’re looking for someone who’s unafraid to dive deep into the weeds to solve problems firsthand — and then use those insights to design scalable structure and process. Someone who transcends silos, collaborates across every function, and develops a global understanding of how our customers operate.

✍️ What You’ll Do

• Frontline Support: Own communications with end users through multi-modal support channels (SMS, in-app messaging, and email), resolving issues end-to-end by becoming an expert in the product.

• Internal Enablement: Partner with Product and Ops to build and maintain internal knowledge, playbooks, and documentation of global customer context — integrating these into the customer onboarding process (via Notion and Intercom).

• Stakeholder Relationships: Navigate multi-level stakeholder relationships, especially during escalations or near upsells, to keep customers in the green. Host recurring PM syncs, office hours, and user check-ins post-stabilization.

• Shape the Product Roadmap: Document trends, synthesize insights, and collaborate directly with founders, Engineering, and Operations to influence product direction and prioritization.

• Build Scalable Processes: Identify and implement ways to make our support org scale non-linearly — leveraging automation and AI to enhance response speed and judgment.

• Customer Visits: Travel to customer sites (~25%) to deepen relationships and understand real-world workflows firsthand.

🥇 What You’ll Bring

• Minimum 2–6 years of experience in Customer Success, Support, or Operations , ideally at an early-stage SaaS or tech-enabled services startup.

• Tech-savvy : comfortable navigating tools like Intercom, Linear, Slack, Jam, and Notion — and experimenting with AI or automation tools to streamline work.

• Bias for action: you’re willing to jump into any issue, large or small, and see it through to resolution.

• Empathy and communication: you can explain complex issues simply and manage multiple stakeholder levels with professionalism and warmth.

• Builder mindset: you think critically about process, scaling, and how to design support systems that grow faster than ticket volume.

• Executive presence: comfortable representing Vitalize to director-level stakeholders and guiding them through problem-solving and post-launch success.

🧭 Why Join Us

• Professional Growth: As an early member of the support function, you’ll help define what world-class support looks like in healthcare — and eventually build and lead a team to keep up with our growth. You’ll work directly with the founders and play a central role in day-to-day decisions that shape the company’s trajectory.

• Rapid Growth: We’ve signed 20+ hospitals within a year of ideation and are accelerating fast. We keep the team lean, move with urgency, and value execution above all else.

• Rockstar Team: We’re a tight-knit group of published healthcare researchers, college and grad school dropouts, former McKinsey consultants, national math champions, and previous VC-backed founders. We only hire exceptional talent.

• Customer Obsessed: Every team member visits customer sites. We talk to users daily — we know their workflows, pain points, and even their coffee orders. Empathy drives everything we build.

• Compensation: Competitive early-stage package with meaningful equity upside

🙌 Benefits

• Medical, dental, and vision insurance

• 401k and 401k match

• Flexible PTO

• Bi-annual company retreats

• Free Lunch and Dinner in-office

• Relocation Bonus

• Reimbursement for desk setup, gym subscription, and commute

Interested?
Send us a short note on why you’d be excited to build and scale customer success at Vialtize — and tell us about a time you improved a process or support experience that scaled beyond your own work.