Customer Success Manager: VitalCare Connect
About The Position
VitalCare Connect services skilled nursing facilities across the US through a telehealth platform. We believe in organizational clarity, teamwork, and building a healthy culture that fuels long-term success. Our mission is: Elevating Post-acute Care through Connection and Innovation. The Customer Success Manager (CSM) is a key member of the Customer Experience team, responsible for the full customer relationship from onboarding through renewal and expansion. CSMs are assigned a book of business and take full ownership of each Partner — ensuring facilities are successfully adopted onto the VitalCare platform, remain engaged and growing, and renew their agreements. This is a high-ownership, relationship-driven role that requires equal parts operational discipline and customer empathy. The CSM works closely with Sales, Medical Directorship groups (Partners), and internal operations to deliver a seamless customer experience and drive measurable outcomes for both the customer and VitalCare.
Requirements
- 1-3 years of experience in account management, customer success, onboarding, training, or a closely related role
- Proven track record of driving SaaS product adoption using both high-touch and scaled customer success strategies
- Demonstrated success renewing customer contracts and driving retention
- Experience with customer expansion: growing accounts through additional products or relationships
- Strong communicator with the ability to engage both end users (clinical staff) and executive sponsors (facility leadership)
- Ability to travel as needed for facility onboarding, customer visits, and trade shows
- Highly organized with the ability to manage a large book of business in a fast-paced environment
Nice To Haves
- Experience in or working knowledge of skilled nursing facilities, post-acute care, or healthcare operations
- Familiarity with telehealth platforms or healthcare technology products
- Prior experience in an agile startup or early-stage company environment
- Experience with customer success or project management systems
Responsibilities
- Guides new facilities through the full onboarding process, including coordination with facility leadership and individual clinical staff
- Delivers virtual and onsite training to demonstrate the value of VitalCare and ensure confident platform adoption
- Owns onboarding project management to ensure a smooth operational setup
- Serves as the primary point of contact for an assigned group of Partners, providing ongoing support
- Proactively communicates with Partners about new features and ensures facilities have the training needed to adopt new areas of the platform
- Conducts regular Partner and Facility business reviews, reporting on VitalCare usage and managing customer expectations
- Escalates issues appropriately and coordinates with operational teams to resolve them quickly
- Monitors customer health metrics consistently, identifying risks early and actioning retention strategies
- Partners with Sales to manage Partner contract renewals
- Coordinates with the Sales team to generate new Partner references and support new facility expansion opportunities of current Partners
- Acts as the voice of the customer internally, surfacing feedback and insights to Product, Operations, and Sales teams
- Contributes to team KPI targets and participates in department strategy execution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
