Customer Success Manager

About the role

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.

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 — 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
• Articulate and change management — build ROI narratives that quantify the value Vitalize delivers, design ongoing education and training motions, and own the hard conversations when value isn't landing as expected
• Product & cross-functional partnership — translate customer conversations into actionable product insight, collaborate with deployments, analytics, and support, and ensure the right data is powering your executive conversations

Requirements

• 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
• 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
• Compensation Range: $175K - $220K

Qualifications

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.

Skills

• Enterprise software CS experience
• Healthcare or healthtech experience
• Data and analytics tools (SQL, Tableau, Looker)

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