Client Success Manager

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November 7

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Vital

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Healthcare Insurance • Artificial Intelligence • SaaS

Vital is an AI-driven healthcare company that focuses on enhancing patient experiences during hospital and ER visits. Their platform provides personalized guidance to patients, improving outcomes and fostering patient and staff satisfaction. Vital's suite of products, including ERAdvisor, CareAdvisor, and AccessAdvisor, integrates with hospital EHR systems to streamline communication and simplify medical information for patients and their families. By employing AI to predict wait times, explain medical results, and manage patient expectations, Vital aims to transform hospital workflows and patient engagement. Their technology is used by over a million patients annually across 31 health systems, emphasizing user-centered design and high adoption rates. Vital is committed to privacy and security, holding active HITRUST and SOC2 certifications.

11 - 50 employees

Founded 2015

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

☁️ SaaS

💰 Private Equity Round on 2017-07

📋 Description

• Serve as a key member of the Client Success Team to drive the value for our client partners. • Own Joint Success Plans that align Vital to measurable client business outcomes (e.g., reduced LWBS, improved HCAHPS/ EDCAHPS, shorter LOS) • Lead outcome-focused QBRs, executive check-ins, and success reviews • Identify and escalate risks early using client data and relationship insights • Up to 25- 50% travel to client sites for launches, training, executive meetings, and relationship building • Build deep, multithreaded relationships across clinical, operational, and executive stakeholders • Understand the hospital’s strategic priorities and how Vital supports those goals • Proactive approach to support activities that foster value-driven utilization of our Vital products, leading to measurable outcomes • Develop trusted relationships with key executive stakeholders, influencers, and decision makers; manage key executive meetings to establish value of investment priorities • Maintain an up-to-date level of awareness and knowledge of partners value-drivers, and deeply understand partners’ goals and objectives • Be the voice of the customer across Vital: Product, Engineering, Marketing, Sales, Leadership • Regularly monitor product utilization, identify and address any concerns area of under-utilization in real time; continuously work with staff to improve system value-driven utilization, as well as provide recommendations for growth and improvement • Actively participate with Vital’s support process to oversee and ensure prompt resolution of operational and technical issues or complains • Be an expert on all Vital products • Other duties as assigned

🎯 Requirements

• Bachelor’s degree required; business, communication, nursing, or public health preferred • Business focused with strong analytical and relational skills • 3+ years of health system customer relationship management, sales or account management related experience • RN (or former RN) with at least 1 year relevant clinical experience in an ER or Inpatient Hospital setting strongly preferred • Experience working at a startup or smaller tech company is a plus • Leadership experience preferred • Excellent critical thinking skills • Strong communication, collaborative, and organizational skills • Proactive problem solver, self motivated, takes accountability • Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI, PHI in accordance with organizational policy and federal, state, and local regulations

🏖️ Benefits

• Total Compensation includes base salary plus bonus opportunities and benefits (medical, dental, vision, paid leave, 401(k) match and more).