VP, Customer Success & Delivery

Vitalize•San Francisco, CA

1d•$250,000 - $280,000•Onsite

About The Position

Vitalize is building the AI operating system for how health systems manage labor and capacity. The impact is real: we save hospitals millions in unnecessary labor spend, give clinical leaders back 10–20 hours every week, and are often the reason staff and leaders stay. We’re trusted by leading health systems across the country and have raised more than $32M from top healthcare and technology investors, including our own customers. Our Post-Sales organization owns the customer lifecycle from signature through deployment, adoption, value realization, retention, and expansion. The org is currently comprised of three teams. Deployments gets customers live and to value quickly; Customer Success serves as the strategic partner to our customers, owning executive relationships, driving adoption and measurable value, and identifying opportunities to deepen and expand our partnerships; and Support keeps customers successful day-to-day. This isn't traditional software implementation. Vitalize changes how thousands of frontline staff, managers, staffing teams, and executives work every day. As we scale to 100+ hospitals, we need these three functions to operate as one system — delivering transformational change for our customers while becoming faster, more predictable, and more scalable with every deployment.

Requirements

You've scaled a post-sales organization in a high-growth environment. You've hired, ramped, and built leadership layers as the company grew — and can speak concretely to what broke at each stage and how you adapted.
You've owned retention and NRR. You know how to translate adoption, customer health, executive relationships, and demonstrated value into retention and growth. Experience building a CS-led expansion motion is a plus.
You've developed strong leaders. You've coached managers, developed leaders from within, and evolved your org structure and talent as the company scaled.
You know complex enterprise delivery. You've led deployments requiring workflow change, integrations, training, executive alignment, and adoption across large organizations.
You can operate in the executive room and the weeds. You're as comfortable discussing ROI with a CFO or navigating an escalation with a CNO as you are diagnosing why an implementation is slipping.
You make hard tradeoffs. You can prioritize across competing customers and scarce resources, articulate a defensible rationale, and own the outcome.
You partner effectively with Product. You can turn patterns across customers into product signal without turning the roadmap into a collection of customer commitments.
You've built without a playbook. You're comfortable when the product, organization, and processes are all evolving — and see building the system as part of the job.
You understand healthcare, or can get there quickly. Health system experience — particularly in nursing, workforce management, or hospital operations — is a strong advantage. You understand the complexity of clinical workflows, stakeholders, and organizational dynamics.
Ability to travel. You’re excited to spend 40–50% of your time onsite with our customers.

Nice To Haves

Experience building a CS-led expansion motion is a plus.

Responsibilities

Build and lead a world-class Post-Sales organization. Set the vision and strategy for Customer Success, Deployments, and Support. Develop exceptional leaders, raise the bar for talent, and evolve the organizational structure as we scale from dozens to hundreds of hospitals.
Own customer outcomes and the number. Be accountable for retention and NRR across our customer base, setting the strategy and standards for how we drive adoption, value realization, customer health, and growth. Build toward a future where Customer Success owns an increasing share of the expansion motion directly.
Create one cohesive customer lifecycle. Lead Deployments, Customer Success, and Support as one organization, establishing clear ownership and accountability from signature through deployment, adoption, renewal, and expansion.
Set the strategy for faster, more scalable delivery. Establish the vision for how Vitalize deploys increasingly complex customers with greater speed and predictability. Empower your leaders to build the systems, playbooks, and capabilities that improve time-to-value and capacity cycle over cycle.
Raise the bar for how we demonstrate customer value. Establish the standard for how Vitalize measures and communicates adoption, operational impact, and financial ROI — ensuring our customers and their executives understand the value we're creating.
Own our most strategic customer relationships. Build trusted relationships with CNOs, COOs, CIOs, CFOs, and other health system executives. Serve as an executive sponsor for strategic accounts and step directly into the moments where senior leadership can change the outcome.
Make the hard portfolio and investment decisions. Set priorities across customers, resources, and team capacity. Make clear tradeoffs about where we invest, what we commit to, and where we push back — and hold the organization accountable for those decisions.
Represent the voice of the customer at the company level. Partner closely with Product, Engineering, and Growth to turn patterns across our customers into company strategy, balancing customer needs with building a scalable product and business.
Build for the next order of magnitude. Design the organization, leadership structure, and strategy required to support dramatically more customers and ARR — using product, automation, process, and customer ownership to create leverage rather than scaling headcount linearly.