VP, Customer Success & Delivery

The role

You will lead the Customer Success, Deployments, and Support teams to own the entire post-sales organization. You will be responsible for customer retention, NRR, and building a scalable organization to support growing hospital partnerships.

What you will do

• Build and lead a world-class Post-Sales organization.
• Set the vision and strategy for Customer Success, Deployments, and Support.
• Own customer outcomes including retention and NRR.
• Create one cohesive customer lifecycle from signature through expansion.
• Set the strategy for faster and more scalable delivery.
• Establish standards for measuring and communicating customer value and ROI.
• Own strategic customer relationships with health system executives.
• Make portfolio and investment decisions regarding customers and resources.
• Represent the voice of the customer to Product, Engineering, and Growth teams.
• Design the organization and strategy to support increased customers and ARR.

Required qualifications

• Experience scaling a post-sales organization in a high-growth environment.
• Experience owning retention and NRR.
• Experience developing strong leaders and coaching managers.
• Experience leading complex enterprise delivery involving workflow change and integrations.
• Ability to operate with executives and in technical details.
• Ability to make hard tradeoffs and prioritize resources.
• Ability to partner effectively with Product.
• Ability to build without a playbook in evolving environments.
• Understanding of healthcare or ability to learn it quickly.
• Ability to travel 40–50% of the time to be onsite with customers.

Nice to have

• Experience building a CS-led expansion motion
• Health system experience in nursing, workforce management, or hospital operations

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Flexible PTO
• Unlimited travel budget to visit customer sites
• Bi-annual company off-sites
• Free meals in-office
• $5,000 relocation bonus
• Desk setup reimbursement
• Commuter benefits
• Monthly gym/wellness stipend

About the company

Vitalize is building the AI operating system for how health systems manage labor and capacity. The company is trusted by leading health systems and has raised more than $32M.