Customer Success Manager

## About Vitalize

Hospitals still run their most important operations — staffing, labor planning, and capacity — on paper, spreadsheets, and guesswork. It's a system that wastes thousands of hours and millions of dollars every year.

Vitalize replaces this with intelligent, automated staffing operations. Our platform brings real-time decision support to clinical leaders, eliminating manual work, reducing unnecessary labor spend, and unlocking patient capacity for hospitals.

We've raised more than $30M in total funding, are already live across 20+ hospitals, and are scaling fast.

## The Role

You'll join a small, early CS team that's still being built. Today, our co-founders are still the primary relationship holders for several key executives, and our deployments team is managing active go-lives without a CSM ready to take over the relationship long-term. That changes with this hire.

You'll own the full success motion for a portfolio of multi-hospital health systems — from deployment handoff through renewal. That means building a tailored success strategy for each account, running QBRs with C-suite health system leaders, driving ROI narratives with real data, and acting as a strategic thought partner on workforce decisions. You're not executing a playbook — you're designing one.

This role is equal parts executive presence, analytical rigor, and cross-functional hustle. You'll work alongside deployments, product, support, and analytics to ensure every customer realizes measurable value from Vitalize and their key executives become referenceable champions within 6-12 months of go-live.

## What You'll Own

**Customer Strategy & Executive Relationships**

- 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 — not just product updates

- Act as a strategic consultant on workforce strategy — helping leaders connect Vitalize data to decisions on OT reduction, float pool optimization, and labor spend

**ROI Articulation & Change Management**

- Build ROI narratives that quantify the value Vitalize delivers — financial savings, operational efficiency, workforce outcomes — tailored to the audience (CFO vs. CNO vs. ops 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

**Product & Cross-Functional Partnership**

- 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 We're Looking For

**Must-haves:**

- 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 tolerance — 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

- Based in San Francisco — this is an in-person role

**Strong signals (all not necessary!)**

- Enterprise software CS experience with a track record of managing complex, multi-site accounts. Prior experience leading or scaling a CS team is a strong plus.

- Healthcare or healthtech experience — has worked in health systems, clinical operations, workforce management, or healthcare consulting. Deep domain knowledge that gives you instant credibility with hospital stakeholders.

- Product-mindedness — you understand the product deeply enough to demo, position value, and push back on scope creep while maintaining trust

- Comfort working with AI/LLM tools to move faster across account strategy, data analysis, and exec prep

- Experience with data and analytics tools (SQL, Tableau, Looker) — you don't need to be an analyst, but you should be comfortable pulling data to support your narratives

## Why This Role Matters

- **Every customer needs a success owner** — we have 10+ signed customers, active deployments, and approaching renewals. Accounts without a dedicated CSM are a risk we can't afford.

- **Shape the CS function from the ground up** — you're joining a team that's still being shaped. You'll influence how we run success at Vitalize, not just execute someone else's vision.

- **Turn customers into champions** — in ~1 year we approach renewal conversations. The success of this role is measured by whether key executives are referenceable and bought in.

- **Bridge the gap between deployment and long-term value** — the deployments team needs to hand off cleanly and focus on next-site execution. You're the person who takes the relationship from "live" to "thriving."

## Logistics

- **Location:** San Francisco (in-person), open to remote

- **Travel:** 50% during onboarding period (~60-90 days), 25% ongoing

## **Benefits**

- Medical, dental, and vision insurance

- 401k and 401k match

- Flexible PTO

- Bi-annual company retreats

- Free Lunch and Dinner in-office

- Relocation Bonus ($5000)

- Reimbursement for desk setup, gym subscription, and commute