VP, Customer Success & Delivery

The posting, as Vitalize wrote it

ABOUT VITALIZE

Our Vision: Unlock Healthcare's Full Capacity

Health systems still run critical operations like staffing, labor planning, and capacity on spreadsheets, phone calls, and guesswork.

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 VALUES

We hire and grow everyone against the same four values. Each one comes from a real Vitalize story - interview with us to hear them!

• 🚗 Push the Car. Step in regardless of role. We help wherever we're needed, own problems end to end, and don't stay in our lane. People can count on us.
• 🏥 Premier 1K. We show up for our customers, always. Nearly everyone visits a customer site in their first month, and customer feedback informs everything we do.
• 🗣️ Run Towards the Ugly. Name the ugliest truth first, then propose the fix. Candor over comfort — we call out what's broken, and never get complacent. This shapes our craft.
• 💡 Think Bigger Fridays. See the gap, fill it — no permission required. Every decision is an experiment: we run it, let the results decide, and drive real impact from day one.

ABOUT VITALIZE'S POST-SALES

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.

THE ROLE

As VP, Customer Success & Delivery, you'll lead our Customer Success, Deployments, and Support teams and own the outcomes of the entire post-sales organization.

You'll be accountable for getting customers live quickly, driving adoption and measurable ROI, delivering best-in-class retention, and growing our existing partnerships. Just as importantly, you'll build the organization that allows us to do this at significantly greater scale — developing leaders, hiring exceptional talent, improving how the three teams work together, and increasing the number of customers and ARR we can support per
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ou'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.

BENEFITS

• Medical, dental, and vision insurance
• 401(k) with company match
• Flexible PTO
• Unlimited travel budget to visit customer sites
• Bi-annual company off-sites
• Free meals in-office
• $5,000 relocation bonus
• Desk setup reimbursement
• Commuter benefits
• Monthly gym/wellness stipend
• An awesome office in Jackson Square, steps from the water