Customer Success Manager

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.

We hire and grow everyone against the same four values. Each one comes from a real Vitalize story - interview with us to hear them!

• 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 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

• 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
  

• 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

• Location: San Francisco (in-person), open to remote

• Travel: 25-50% travel