Clinic Success Lead

VITL • Nashville, TN

1d

About The Position

The Clinic Success Lead is responsible for the ongoing success, retention, and growth of VITL’s clinic customers after implementation. This role owns the post–go-live clinic relationship and is accountable for driving consistent platform usage, identifying risk early, and supporting long-term revenue retention and expansion.
In addition to managing a portfolio of clinic relationships, this role will help lead and expand VITL’s existing team of Account Managers, contributing to hiring, onboarding, and day-to-day coaching as the clinic success function scales.
You develop a strong understanding of clinic workflows, ordering behavior, and operational needs, using both data and direct engagement to guide action. You work cross-functionally to resolve issues, surface insights, and ensure clinics receive consistent, high-quality support as they scale their use of VITL.
Success in this role is measured by sustained clinic engagement, predictable retention, and thoughtful expansion over time.

Requirements

• 5+ years experience in Customer Success, Account Management, or similar roles
• Experience supporting complex customers; healthcare experience preferred
• Experience mentoring or leading customer-facing account teams
• Strong analytical and problem-solving skills
• Clear, professional written and verbal communication
• Ability to manage multiple accounts while supporting team growth

Responsibilities

• Own clinic relationships post–go-live
• Monitor clinic health, usage, and satisfaction
• Proactively address risks and issues before escalation
• Identify opportunities to expand product usage and wallet share
• Partner with Sales on expansion efforts
• Support clinics in adopting new workflows or offerings
• Support and mentor an existing team of Account Managers
• Assist with onboarding and ramp of new team members as the group grows
• Reinforce consistent workflows, expectations, and performance standards
• Analyze ordering patterns and usage trends
• Gather and structure clinic feedback
• Communicate insights to Product, Operations, Pharmacy, and Finance teams
• Serve as the primary internal advocate for clinic needs
• Ensure continuity between Sales, Implementations, and ongoing Success
• Support clean handoffs and clear ownership across teams

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed