VP, Customer Success & Delivery

About this role

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 person.

You'll operate at every altitude: developing the strategy and operating system for Post-Sales, coaching leaders and ICs, making hard portfolio and resourcing decisions, and personally engaging with executives across our most strategic health system relationships.

WHAT YOU'LL DO

- Build and lead a world-class Post-Sales organization. Set the vision and strategy for Customer Success, Deployments, and Support. Develop exceptional leaders, raise the bar for talent, and evolve the organizational structure as we scale from dozens to hundreds of hospitals.

- Own customer outcomes and the number. Be accountable for retention and NRR across our customer base, setting the strategy and standards for how we drive adoption, value realization, customer health, and growth. Build toward a future where Customer Success owns an increasing share of the expansion motion directly.

- Create one cohesive customer lifecycle. Lead Deployments, Customer Success, and Support as one organization, establishing clear ownership and accountability from signature through deployment, adoption, renewal, and expansion.

- Set the strategy for faster, more scalable delivery. Establish the vision for how Vitalize deploys increasingly complex customers with greater speed and predictability. Empower your leaders to build the systems, playbooks, and capabilities that improve time-to-value and capacity cycle over cycle.

- Raise the bar for how we demonstrate customer value. Establish the standard for how Vitalize measures and communicates adoption, operational impact, and financial ROI — ensuring our customers and their executives understand the value we're creating.

- Own our most strategic customer relationships. Build trusted relationships with CNOs, COOs, CIOs, CFOs, and other health system executives. Serve as an executive sponsor for strategic accounts and step directly into the moments where senior leadership can change the outcome.

- Make the hard portfolio and investment decisions. Set priorities across customers, resources, and team capacity. Make clear tradeoffs about where we invest, what we commit to, and where we push back — and hold the organization accountable for those decisions.

- Represent the voice of the customer at the company level. Partner closely with Product, Engineering, and Growth to turn patterns across our customers into company strategy, balancing customer needs with building a scalable product and business.

- Build for the next order of magnitude. Design the organization, leadership structure, and strategy required to support dramatically more customers and ARR — using product, automation, process, and customer ownership to create leverage rather than scaling headcount linearly.

WHAT YOU'LL BRING

- You've scaled a post-sales organization in a high-growth environment. You've hired, ramped, and built leadership layers as the company grew — and can speak concretely to what broke at each stage and how you adapted.

- You've…