Customer Success Manager
About The Position
This role will manage a portfolio of clinic partners within our Tier 2 and Tier 3 segments. These accounts represent a high volume of clinics that benefit from a structured, proactive engagement model designed to drive adoption, repeat ordering, and long-term retention. This role focuses on monitoring customer health, encouraging continued platform usage, and supporting clinics as they grow their ordering activity with VITL. The ideal candidate is highly organized, proactive, and comfortable managing a large portfolio of customers through a mix of automated outreach, targeted engagement, and relationship-building. You will work closely with Sales to ensure a smooth transition from onboarding into ongoing customer success.
Requirements
- 2–5+ years of experience in Customer Success, Account Management, or Client Services
- Experience managing a portfolio of B2B customers
- Strong communication and relationship-building skills
- Highly organized with the ability to prioritize across many accounts
- Comfortable using CRM systems and tracking customer health metrics
- Proactive mindset with a focus on identifying and solving customer challenges
Nice To Haves
- Experience working with healthcare providers, clinics, or medical practices
- Experience supporting SaaS platforms, marketplaces, or ordering systems
Responsibilities
- Manage a portfolio of Tier 2 and Tier 3 clinic partners
- Monitor customer health signals such as ordering frequency, platform usage, and engagement
- Proactively reach out to customers showing signs of reduced activity or disengagement
- Support clinics in placing repeat orders and maximizing value from the platform
- Provide product guidance, best practices, and operational support to clinic partners
- Partner with the Customer Onboarding Specialist to ensure smooth post-onboarding transitions
- Identify opportunities to increase engagement and drive additional ordering activity
- Document customer interactions and maintain accurate records in CRM systems
- Contribute to the development of scalable customer success programs and outreach campaigns
- Share customer insights and feedback with internal teams to improve the customer experience
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
