Customer Success Manager

Job description

OUR VISION: UNLOCK HEALTHCARE'S FULL CAPACITY Hospitals run on three things: their people, their beds, and their supplies… and all are still managed with spreadsheets, phone calls, and gut instinct. Vitalize is building the system that runs it all intelligently, starting with labor — the biggest cost (nearly 60% of a hospital’s P&L) and the hardest operational problem. We're building the labor and capacity operating system for health systems — forecasting demand, matching the right staff to it automatically, and coordinating patients across the hospital. The impact is real: we save hospitals millions in unnecessary labor spend, give clinical leaders back 10–20 hours every week, and are often the reason staff and leaders stay. This isn't a nice-to-have: our customers pay 5–15x more than legacy incumbents because Vitalize is mission-critical software their hospitals rely on every single minute. We've raised over $32M from top investors, and even our own customers. OUR VALUES We hire and grow everyone against the same four values. Each one comes from a real Vitalize story - interview with us to hear them! - 🚗 Push the Car. Step in regardless of role. We help wherever we're needed, own problems end to end, and don't stay in our lane. People can count on us. - 🏥 Premier 1K. We show up for our customers, always. Nearly everyone visits a customer site in their first month, and customer feedback informs everything we do. - 🗣️ Run Towards the Ugly. Name the ugliest truth first, then propose the fix. Candor over comfort — we call out what's broken, and never get complacent. This shapes our craft. - 💡 Think Bigger Fridays. See the gap, fill it — no permission required. Every decision is an experiment: we run it, let the results decide, and drive real impact from day one. And read more about our founder’s thoughts about building a team here: https://vitalize.care/blog/our-thoughts-on-building-a-team THE ROLE You'll join as CSM #2, own the full success motion for a portfolio of multi-hospital health systems (7-figure deals), and define the foundation for how our CS function operates. At most companies, the CSM's job is to drive adoption of a product that doesn't actually meet user needs. That's not us. We have health systems who've built their fiscal year's strategic KPIs around Vitalize, systems rolling us out to 5,000+ users, and customers who've exceeded their ROI projections by 10x. What we don't yet have is a repeatable CS motion that makes that success predictable, where every system wins the same way, consistently. Our north star is reference-ability: measured ROI, and executives willing to stand on a podium in front of other health system leaders and scream about Vitalize. You'll work directly with our product, growth, and deployments teams to build it. 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 - 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 - 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 LOGISTICS - Location: San Francisco (in-person), open to remote - Travel: 25-50% travel BENEFITS - Medical, dental, and vision insurance - 401(k) with company match - Flexible PTO - Unlimited travel budget to visit customer sites - Bi-annual company off-sites - Free meals in-office - $5,000 relocation bonus - Desk setup reimbursement - Commuter benefits - Monthly gym/wellness stipend - An awesome office in Jackson Square, steps from the water