Founding Customer Success
Owns post-sale success for large hospital customers by managing executive relationships, tracking ROI, and driving renewals/expansions. Hands-on player-coach building scalable customer health systems while growing the team.
About the job
What You’ll Do
Own customer outcomes and ROI
- Define, track, and communicate ROI across all customers (time savings, financial impact, operational outcomes)
- Ensure executives understand and can clearly articulate the value Vitalize delivers
- Anchor value during renewals, expansions, and moments of risk
Manage deep executive relationships
- Personally manage several large enterprise accounts with CNOs, CFOs, CIOs, CHROs, and operational leaders
- Ensure the right stakeholders are engaged at the right times with the right narrative
- Maintain executive-level trust from implementation through steady state
Build the customer health system
- Design and implement a customer health framework that blends usage, ROI, and executive sentiment
- Build the operating cadence for renewals, upsells, and expansions
- Partner closely with Deployments to maintain continuity of executive relationships and ensure strong documentation
Be in the weeds with Customer Ops and act as a player-coach
- Work closely with the Customer Ops team on escalations, trends, and recurring issues
- Get hands-on when situations are complex or high-stakes
- Use frontline signals to inform executive conversations and long-term strategy
- Enable Customer Ops to focus on execution by owning the broader success narrative
Who You Are
- You’ve managed large enterprise accounts and navigated complex, multi-stakeholder executive relationships
- You’ve owned or directly influenced renewals, expansions, and ROI conversations
- You’re a clear, confident communicator who can hold the room with senior executives
- You’re data-driven and comfortable building systems, dashboards, and frameworks from scratch
- You’re calm under pressure, high-judgment, and comfortable making hard calls
- You thrive in ambiguity and prefer ownership over instruction
- You’re excited to start hands-on and grow a function over time
Skills
ROI Analysis, Customer Health Frameworks, Executive Communication, Dashboards, Systems Building, Account Management, Renewals, Expansions, Data-Driven Decision Making, Stakeholder Management
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