Customer Success Manager: VitalCare Connect

Job Description

Job Description

Salary: $55,000-$70,000

VitalCare Connect services skilled nursing facilities across the US through a telehealth platform. We believe in organizational clarity, teamwork, and building a healthy culture that fuels long-term success. Our mission is: Elevating Post-acute Care through Connection and Innovation.

Role Summary

The Customer Success Manager (CSM) is a key member of the Customer Experience team, responsible for the full customer relationship from onboarding through renewal and expansion. CSMs are assigned a book of business and take full ownership of eachPartner ensuring facilities are successfully adopted onto the VitalCare platform, remain engaged and growing, and renew their agreements.

This is a high-ownership, relationship-driven role that requires equalpartsoperational discipline and customer empathy. The CSM works closely with Sales, Medical Directorship groups(Partners), and internal operations to delivera seamlesscustomer experience and drive measurable outcomes for both the customer and VitalCare.

Key Responsibilities

Customer Onboarding

• Guides newfacilitiesthrough the full onboarding process, including coordination with facility leadership and individual clinical staff

• Delivers virtual and onsite training todemonstratethe value of VitalCare and ensure confident platform adoption

• Owns onboarding project management toensure a smooth operational setup

Account Management

• Serves as the primary point of contact for an assignedgroup of Partners, providing ongoing support

• Proactively communicateswith Partners aboutnew features and ensures facilities have the training needed to adopt new areas of the platform

• Conductsregular Partner andFacilitybusinessreviews, reporting on VitalCare usage and managing customer expectations

• Escalates issues appropriately and coordinateswithoperational teamsto resolve them quickly

Growth & Retention

• Monitors customer health metrics consistently,identifyingrisks early and actioning retention strategies

• Partners with Salesto managePartnercontract renewals

• Coordinates with the Sales team to generatenew Partner references and support new facility expansion opportunitiesof current Partners

Cross-functional Collaboration

• Acts as the voice of the customer internally, surfacing feedback and insights to Product, Operations, and Salesteams

• Contributes to team KPI targets andparticipates in department strategy execution
  

Qualifications

Required

• 1-3years of experience in account management, customer success, onboarding, training, or a closely related role

• Proventrack recordof driving SaaS product adoption using both high-touch and scaled customer success strategies

• Demonstrated success renewing customer contracts and driving retention

• Experience with customer expansion: growing accounts throughadditionalproducts or relationships

• Strong communicator with the ability to engage both end users (clinical staff) and executive sponsors (facility leadership)

• Ability to travelas neededfor facility onboarding,customer visits, and trade shows

• Highly organized with the ability to manage a large book of business in a fast-paced environment

Preferred

• Experience in or working knowledge of skilled nursing facilities, post-acute care, or healthcare operations

• Familiarity with telehealth platforms or healthcare technology products

• Prior experience in an agile startup or early-stage company environment

• Experience with customer successor project management systems
  

What Success Looks Like

• Assigned Partnersremainengaged, satisfied, and growing in their partnership with VitalCare

• Facilities are successfully onboarded with confidence, clarity, and stronginitialadoption metrics

• Growthtargets are consistently met or exceeded

• Customer health scores across the book of business are actively managed, with at-risk accountsidentifiedand addressed early

• The CSM is a trusted, proactive resource forPartners and Facilities not a reactive support function

• Contributions to team KPIs and cross-functional collaboration are recognized by peers and manager