Customer Success Manager

Vitalize is a company focused on revolutionizing hospital staffing operations through intelligent automation. The Customer Success Manager will own the success motion for multi-hospital health systems, ensuring customer satisfaction from deployment through renewal while building strong relationships with key stakeholders.

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
• 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