Customer Success Manager

About Us

Our Mission: To build the most delightful healthcare experience and make it accessible to everyone.

We're a team of engineers, clinicians, and operators redesigning how healthcare fundamentally works for the 80 million uninsured and under-insured Americans. We started with a simple vertically integrated primary and urgent care health plan through a network of nurse practitioners that come directly to members virtually or through in-home visits. Over the past few years, we’ve helped hundreds of businesses access health benefits and care at very affordable rates.  

We are well-capitalized from world-class investors like Y Combinator, Softbank, and others unannounced along with incredible founders and operators with experience building and funding unicorns like Michael Seibel (YC, Twitch), Immad Akhund (Mercury), Allison Pickens (Gainsight), Jack Altman (Lattice), Dan Folkman (GoPuff) and others.

The Role

We are seeking a Customer Success Manager that is inventive, curious and humble.  We’re growing quickly and have the unique opportunity to develop technology, products, and experiences that our industry has never seen before. As the third member of Vitable’s Customer Success team, you will play a critical role in driving Vitable’s customer experience, enforcing client retention best practices, and driving revenue growth within our existing book of business. You will also play a key role in being a voice for our clients and members by sharing learnings across internal teams to drive the future of what we build. This is a unique opportunity to help define the Customer Success team’s processes and culture. Ready to roll up your sleeves?

Responsibilities

• Develop 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 upselling or cross-selling
• Provide training and support to customers, ensuring they that they maximize their ROI 
• Execute on and assist in refining processes for customer retention, renewals, and upsells
• Through client check ins and retention work, help to build a rich data-driven story on customer account health, opportunities for growth, and areas of improvement within existing products and services 
• Drive proactive client communication to ensure renewals are won with ease
• Manage renewal pipeline and book calls to renew clients ahead of schedule
• 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  

Qualifications

• 2+ years of Customer Success experience in a fast-paced SaaS business
• Passionate about customer satisfaction and seamless delivery
• Self-motivated, independent, and adaptable; comfortable with ambiguity
• 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

Benefits/What We Offer

• Full Medical, Dental, and Vision coverage
• A generous equity plan
• 401K
• Unlimited PTO
• Macbook and any other hardware you need to get your job done
• Fun, creative, and collaborative work environment

At Vitable, we care deeply about building with empathy and are committed to hiring people from diverse backgrounds, experiences, and skills to help us build delightful healthcare experiences that are truly accessible to everyone. You do not need to match every listed expectation to apply for this position.

If you're excited about what we're building and think there might be a mutual fit, please apply.