Customer Success Manager: VitalCare Connect

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 each Partner — 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 equal parts operational discipline and customer empathy. The CSM works closely with Sales, Medical Directorship groups (Partners), and internal operations to deliver a seamless customer experience and drive measurable outcomes for both the customer and VitalCare.

Key Responsibilities

Customer Onboarding

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

• Delivers virtual and onsite training to demonstrate the value of VitalCare and ensure confident platform adoption

• Owns onboarding project management to ensure a smooth operational setup

Account Management

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

• Proactively communicates with Partners about new features and ensures facilities have the training needed to adopt new areas of the platform

• Conducts regular Partner and Facility business reviews, reporting on VitalCare usage and managing customer expectations

• Escalates issues appropriately and coordinates with operational teams to resolve them quickly

Growth & Retention

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

• Partners with Sales to manage Partner contract renewals

• Coordinates with the Sales team to generate new Partner references and support new facility expansion opportunities of current Partners

Cross-functional Collaboration

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

• Contributes to team KPI targets and participates in department strategy execution

Qualifications

Required

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

• Proven track record of 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 through additional products or relationships

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

• Ability to travel as needed for 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 success or project management systems

What Success Looks Like

• Assigned Partners remain engaged, satisfied, and growing in their partnership with VitalCare

• Facilities are successfully onboarded with confidence, clarity, and strong initial adoption metrics

• Growth targets are consistently met or exceeded

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

• The CSM is a trusted, proactive resource for Partners and Facilities — not a reactive support function

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