The RoleYou'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 OwnCustomer 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 ForMust-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
