Customer Success Manager

About the role

Vitalize Hospitals still run their most important operations on paper, spreadsheets, and guesswork. This role will change that.

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 analytics, and work with support

Requirements

• 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

Qualifications

• Must-have qualifications listed above
• 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, healthcare or healthtech experience, deep domain knowledge that gives you instant credibility with hospital stakeholders, product-mindedness, comfort working with AI/LLM tools, experience with data and analytics tools