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Vitalize is building an AI operating system for how health systems manage labor and capacity. The company has raised $32M+ from top healthcare and technology investors and is trusted by leading health systems across the country.
As VP, Customer Success & Delivery, you will lead the entire post-sales organization, comprising three teams: Deployments, Customer Success, and Support. You own the customer lifecycle from signature through deployment, adoption, value realization, retention, and expansion.
Key responsibilities include:
- Build and lead a world-class post-sales organization. Set vision and strategy for Customer Success, Deployments, and Support. Develop exceptional leaders, raise the talent bar, and evolve organizational structure as the company scales from dozens to hundreds of hospitals.
- Own customer outcomes and metrics. Be accountable for retention and NRR across the customer base. Set strategy and standards for driving adoption, value realization, customer health, and growth. Build toward a future where Customer Success owns an increasing share of expansion.
- Create one cohesive customer lifecycle. Lead the three teams as one organization, establishing clear ownership and accountability from signature through deployment, adoption, renewal, and expansion.
- Set strategy for faster, more scalable delivery. Establish vision for deploying increasingly complex customers with greater speed and predictability. Empower leaders to build systems, playbooks, and capabilities that improve time-to-value and capacity cycle over cycle.
- Raise the bar for demonstrating customer value. Establish standards for how Vitalize measures and communicates adoption, operational impact, and financial ROI to customers and their executives.
- Own strategic customer relationships. Build trusted relationships with CNOs, COOs, CIOs, CFOs, and other health system executives. Serve as executive sponsor for strategic accounts and step into moments where senior leadership can change outcomes.
- Make hard portfolio and investment decisions. Set priorities across customers, resources, and team capacity. Make clear tradeoffs about where to invest, what to commit to, and where to push back.
- Represent the voice of the customer at company level. Partner with Product, Engineering, and Growth to turn customer patterns into company strategy, balancing customer needs with building a scalable product and business.
- Build for the next order of magnitude. Design the organization, leadership structure, and strategy required to support dramatically more customers and ARR using product, automation, process, and customer ownership to create leverage.
You will operate at every altitude: developing strategy and operating systems for post-sales, coaching leaders and individual contributors, making hard portfolio decisions, and personally engaging with executives across strategic health system relationships. The role requires 40–50% travel to customer sites.
REQUIREMENTS:
- Scaled a post-sales organization in a high-growth environment. Hired, ramped, and built leadership layers as the company grew; can speak concretely to what broke at each stage and how you adapted.
- Owned retention and NRR. Know how to translate adoption, customer health, executive relationships, and demonstrated value into retention and growth. Experience building a CS-led expansion motion is a plus.
- Developed strong leaders. Coached managers, developed leaders from within, and evolved org structure and talent as the company scaled.
- Know complex enterprise delivery. Led deployments requiring workflow change, integrations, training, executive alignment, and adoption across large organizations.
- Can operate in the executive room and the weeds. Comfortable discussing ROI with a CFO or navigating escalations with a CNO as well as diagnosing why an implementation is slipping.
- Make hard tradeoffs. Can prioritize across competing customers and scarce resources, articulate a defensible rationale, and own the outcome.
- Partner effectively with Product. Can turn patterns across customers into product signal without turning the roadmap into a collection of customer commitments.
- Built without a playbook. Comfortable when the product, organization, and processes are all evolving; see building the system as part of the job.
- Understand healthcare, or can get there quickly. Health system experience—particularly in nursing, workforce management, or hospital operations—is a strong advantage. Understand the complexity of clinical workflows, stakeholders, and organizational dynamics.
- Ability to travel. Excited to spend 40–50% of time onsite with customers.
