Client Success Manager

About Vital

Today’s emergency departments and inpatient hospital settings create significant challenges, from crowded waiting rooms and extended wait times to clinician burnout and documentation demands. At Vital, we’re on a mission to transform the hospital experience for patients and providers alike. Our innovative platform leverages consumer-driven design and artificial intelligence to empower hospitals to make faster, safer, and smarter health care decisions. With prominent backing and leadership from industry experts Aaron Patzer and Dr. Justin Schrager, we’re scaling a diverse and mission-driven team to bring our solution to more patients nationwide.

About the Role: Client Success Manager

As a Client Success Manager, you will oversee the growth, retention, adoption, and outcomes within a defined group of Vital's health care partners. In this relationship-driven field, your role will be to establish and nurture close connections with health system partners, providing the guidance and advocacy they need to leverage Vital’s platform in alignment with their patient-centered priorities.

Reporting to the Director of Client Success, you will be the primary contact for health system partners, ensuring their engagement with Vital and delivering value-driven utilization of our software as a service. This role requires extensive collaboration with stakeholders, from front-line healthcare workers to executives, to promote and expand Vital’s impact.

• Drive Client Success: Serve as a core member of the Client Success Team, promoting the value on investment strategy to hospital partners.
• Partner Relationship Management: Act as the primary contact for assigned health systems, building strong relationships to support growth and renewal.
• Superior Customer Service: Collaborate with hospital executives, senior leaders, department heads, and clinicians to ensure successful engagement and adoption.
• Travel: Conduct on-site visits up to 50% of the time, supporting partners in real-world settings.
• Support Utilization: Proactively foster value-driven utilization, guiding partners to achieve measurable outcomes with Vital’s platform.
• Stakeholder Engagement: Develop trusted relationships with executive stakeholders and influencers, facilitating key meetings to support partner priorities.
• Goal Management: Guide and advocate for partners’ progress against established goals, adapting strategies based on trends and feedback.
• Product Utilization: Monitor and optimize product utilization, identifying areas for improvement and recommending growth strategies.
• Customer Support: Participate in support processes to resolve operational and technical issues promptly, enhancing the partner experience.
• Product Knowledge: Maintain expertise in all Vital products and support partners in maximizing value.
• Quarterly Reviews: Lead quarterly business reviews and participate in committee meetings to align partners on product usage and objectives.

• Education: Bachelor’s degree required; business, communication, nursing, or public health preferred.
• Experience: 5+ years in healthcare customer relationship management or similar roles; leadership experience preferred.
• Skills: Strong business acumen and analytical skills, Exceptional communication, collaboration, and organizational abilities, Proactive, self-motivated, and accountable with a focus on problem-solving, Adherence to organizational information security policies and patient privacy regulations.

• Growth Leader: Proven track record of driving client growth and retention.
• Resilient: Skilled at managing challenging situations and finding solutions to benefit both Vital and its partners.
• Influential Communicator: Able to engage and motivate stakeholders across all levels of the healthcare system.
• Customer Focused: Dedicated to creating impactful experiences and supporting patient care outcomes.

If you’re ready to join a fast-paced, team-oriented environment and make a difference in patient care, we’d love to hear from you. Apply now to be part of the future of health care technology at Vital.