Founding Customer Success

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