Manager, Revenue Operations

Vitable Health

5d•Remote

About The Position

At Vitable, we asked ourselves — What if better care didn’t cost more? That question drives everything we do. We’re building the health benefits platform designed for everyday workers — and the employers who care about them. By providing accessible, high-quality healthcare to the 85+ million uninsured and underinsured Americans, we’re creating a better experience for employees and a smarter solution for employers. Simply put, we’re built for better — and we’re just getting started. As a Customer Success Manager at Vitable, you’ll play a foundational role in delivering on our promise of better care. You’ll help shape the customer journey from onboarding through renewal, building and executing strategies that drive retention, deepen engagement, and fuel revenue growth within our existing client base. You’ll be an advocate for our customers and a connector across internal teams — sharing insights that guide product development, improve service delivery, and enhance the overall client experience. This is a high-impact opportunity to influence the future of our Customer Success function while helping businesses take better care of their people. We’re looking for someone who is: Inventive and curious, always looking for better ways to solve problems Humble and collaborative, ready to roll up their sleeves and work across teams Driven by purpose, with a passion for helping the everyday worker Eager for change, excited to help shape the future of healthcare access

Requirements

3-5+ years of Customer Success experience in a fast-paced SaaS business
Proficient navigating across multiple systems, including HubSpot, Notion, G-Suite and Chargebee
Self-motivated, independent, and adaptable; comfortable with ambiguity, multitasking, and context switching
Passionate about customer satisfaction and seamless delivery
A lifelong-learner willing to take initiative and actively pursue answers
Enthusiastic about helping colleagues and team members succeed–we win as a team
Ability to effectively self-manage in a remote work culture spanning multiple time zones
Exceptional ability to identify retention risks and proactively address them
Excellent communication skills and ability to represent Vitable in key customer meetings and at events
A track record of high customer retention and revenue expansion

Responsibilities

Cultivate and maintain strong relationships with customers, ensuring their satisfaction with our products and services
Act as the primary point of contact for customer inquiries and issues, providing timely and effective solutions
Conduct regular check-ins with customers to assess their needs and identify opportunities for cross-selling and upselling
Provide training and support to customers on Vitable products, ensuring they that they maximize their ROI
Execute on and assist in refining processes for customer retention, renewals, and expansion
Use client check-ins and retention work to help to build a comprehensive, data-driven story on customer account health, discover opportunities for growth, and uncover areas for improvement within existing products and services
Drive proactive client communication to ensure renewals are won with ease
Maintain detailed records of client interactions to ensure availability of pertinent information, and prevent communication redundancy and fatigue
Serve as an advocate for the client, amplifying and escalating feedback through the appropriate channels
Drive the renewal process by managing your pipeline and initiating early client renewal conversations.
Recognize areas of difficulty and opportunities, and suggest practical solutions to address them
Partner with Customer Success peers to drive process improvements within our team
Collaborate with Clinical Operations, Engineering, Marketing, and Sales to enhance and drive customer experience and ROI