Customer Success Manager

TL;DR

You’ll work directly with the founders to own success, ROI, and executive relationships across our largest customers (6–7 figure accounts, thousands of patient beds). You’ll start as a hands-on IC— deep in accounts, data, and escalations— while building the systems that ensure our customers win, renew, expand, and become long-term champions. As we scale, you'll be responsible for building out the team.

The Company

Hospitals still run their most important operations—staffing, labor planning, and capacity—on paper, spreadsheets, and guesswork. The result: thousands of wasted hours, millions in unnecessary labor spend, and frontline teams stretched thin.

Vitalize replaces this with intelligent, automated staffing operations. Our platform gives clinical leaders real-time decision support to reduce manual work, lower labor costs, and unlock patient capacity across the enterprise.

Labor accounts for ~60% of hospital costs, and our research shows over 20% of that spend is preventable. By proactively aligning labor supply with patient demand, Vitalize helps health systems operate more efficiently, safely, and sustainably.

We’re building the core operating system for hospital workforce operations—competing directly with legacy incumbents, and winning. We’re live across 20+ hospitals, near eight figures in revenue, have raised from top investors, and have 3×’d revenue in the last three months.

The Role

You’ll own post–go-live success for our largest customers: managing executive relationships, controlling the ROI narrative, and ensuring customers realize and understand the value Vitalize delivers. You’ll act as a player–coach—personally managing key accounts while building the systems, tooling, and operating cadence that will scale Customer Success as we grow past our next phase.

You’ll work directly with the founders, Deployments, and Customer Ops to ensure we are proactive, data-driven, and disciplined in how we manage customer health and expansion opportunities. We strongly believe gold-standard customer success can truly be a real differentiator. You will define what gold-standard looks like in this role.

What You’ll Do

Own customer outcomes and ROI

• Define, track, and communicate ROI across all customers (time savings, financial impact, operational outcomes)

• Ensure executives understand and can clearly articulate the value Vitalize delivers

• Anchor value during renewals, expansions, and moments of risk

Manage deep executive relationships

• Personally manage several large enterprise accounts with CNOs, CFOs, CIOs, CHROs, and operational leaders

• Ensure the right stakeholders are engaged at the right times with the right narrative

• Maintain executive-level trust from implementation through steady state

Build the customer health system

• Design and implement a customer health framework that blends usage, ROI, and executive sentiment

• Build the operating cadence for renewals, upsells, and expansions

• Partner closely with Deployments to maintain continuity of executive relationships and ensure strong documentation

Be in the weeds with Customer Ops and act as a player-coach

• Work closely with the Customer Ops team on escalations, trends, and recurring issues

• Get hands-on when situations are complex or high-stakes

• Use frontline signals to inform executive conversations and long-term strategy

• Enable Customer Ops to focus on execution by owning the broader success narrative

Who You Are

• You’ve managed large enterprise accounts and navigated complex, multi-stakeholder executive relationships

• You’ve owned or directly influenced renewals, expansions, and ROI conversations

• You’re a clear, confident communicator who can hold the room with senior executives

• You’re data-driven and comfortable building systems, dashboards, and frameworks from scratch

• You’re calm under pressure, high-judgment, and comfortable making hard calls

• You thrive in ambiguity and prefer ownership over instruction

• You’re excited to start hands-on and grow a function over time

Why This Role Matters

This role protects our most important assets: customer trust, reference-ability, and expansion potential. You’ll help ensure that as Vitalize scales quickly, we continue to deliver real, measurable outcomes for the health systems that rely on us.

If you want to build something foundational—and see your work directly shape the trajectory of a category-defining company—this role is for you.