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Customer Success Manager

Vitalize· Customer Experience
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Hybrid (San Francisco HQ)Full-timePosted 11mo ago

About the role

Customer Success Manager at Vitalize owning a portfolio of 5–7 enterprise health systems, from deployment through adoption, value realization, retention, and expansion, with a focus on executive engagement and cross-functional collaboration to ensure ROI and durable partnerships.

Responsibilities

  • 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

Qualifications

  • 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

Skills

Required:End-to-end customer success ownershipExecutive relationship managementROI storytelling and data-driven impactStakeholder management across multi-site healthcare organizationsChange management and adoption strategy

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
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Vitalize

The OS for Hospital Operations

Vitalize Care is solving the most pressing operations problems for health systems, starting with optimizing staffing and scheduling. We help hospitals dramatically reduce labor spend, improve operational efficiency, and unburden clinical leaders from hours of work per day. We're partnered with some of the country's most innovative health systems, and are excited to share more details soon!

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