Customer Success Manager

VITL•Nashville, TN

1d•Hybrid

About The Position

This role will manage a high-volume portfolio of clinic partners (200+). These accounts represent a large number of clinics that benefit from a structured, proactive engagement model designed to drive usage, expand product adoption, 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 in addition to a subset of sales skills for upsell and cross-sell opportunities. 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 high-volume portfolio of B2B customers
Experience with identifying and closing upsell and cross-sell opportunities
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
May handle PHI/PII and must follow HIPAA, company privacy policies, and least-privilege access practices.

Nice To Haves

Experience working with healthcare providers, clinics, or medical practices
Experience supporting SaaS platforms, marketplaces, or ordering systems

Responsibilities

Manage a high-volume portfolio of self-pay 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
Identify and engage upsell and cross-sell opportunities
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 Implementation Manager 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