Customer Success Manager

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.

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.

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.

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…