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Customer Ops

Vitalize Care, Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• Own post go-live customer success end-to-end with total autonomy to move fast, make independent decisions, and unblock our deployment team so they can focus on the next hospital.
• Be obsessively on-site with customers, spotting patterns across accounts, and ensure your insights directly shape our engineering roadmap—no silos, no bureaucracy.
• Build the systems that scale: documentation, tools, dashboards, workflows—solving the problems that would otherwise require hiring 10 people.
• Champion execution over process; move fast, build scrappy solutions that work, and treat every customer interaction as data for how we improve.
• As we scale to 200+ hospitals, seize opportunities to build and lead the team that owns the entire post-deployment lifecycle, shaping how we think about retention and success at scale.
• Drive enterprise adoption and ROI that makes Vitalize indispensable. Once hospitals go live, you are the owner of long-term outcomes.
• Embed yourself across multi-hospital enterprises, working with nursing directors, CNOs, house supervisors, IT, and operations leaders to ensure the platform is deeply adopted, trusted, and delivering measurable impact.
• Remove friction, close workflow gaps, strengthen relationships, and turn initial wins into system-wide momentum so deployment strategists can focus on the next hospital.
• Example: noticing that night-shift leaders are underutilizing staffing tools, then designing targeted coaching and workflow fixes that lift adoption across all 12 units in the system.
• Serve as the voice of the customer. Be in constant conversation with hospital teams, hearing what’s breaking, what’s working, and what they wish we built yesterday.
• Identify patterns across accounts, dig into root causes, and translate field insight into crisp, high-signal feedback for product and engineering.
• Help shape the roadmap—not by guessing, but by bringing the truth from the front lines.
• Example: spotting that a daily staffing workflow doesn’t match how nurse managers actually coordinate coverage, then redesigning the rollout plan and retraining unit leaders before it derails adoption.
• Build systems that multiply our team. Our growth is outpacing our team—and you’re the one who makes that sustainable.
• Create internal and customer-facing infrastructure that lets Vitalize scale without hiring 10 people: documentation that eliminates hand-holding, automated support workflows, processes that reduce noise, customer health dashboards that highlight risk early, and tooling that makes ROI measurement self-serve.
• Make the whole company more effective with every system you build.
• Example: turning a messy support inbox into an automated triage system that resolves 60% of issues without human intervention, or building a customer-health scorecard that flags churn risk before a CNO ever calls.
• Be the connective tissue across customers, product, engineering, and deployments—the operator who keeps the entire system running as we scale through hypergrowth.
• Thrive as a relentless operator who ships in ambiguity. Don’t wait for perfect direction—move fast, iterate, and correct based on real data.
• Communicate exceptionally with C-suites and frontline clinical teams in the same week. Present ROI to executives and explain workflow issues to nurse managers with equal clarity.
• Bring an obsessively curious mindset. Understand why customers struggle; every conversation is a detective mission until you uncover the real problem.
• Embrace a builder mentality. Don’t just find problems—fix them. Build tools, write docs, create workflows, and do whatever it takes to make the system better.
• Stay customer-obsessed. Spend time with customers, understand their world, and know exactly what’s happening at each account.
• Stay data-driven but pragmatic. Track the metrics that matter—adoption, customer health, ROI, ticket volume—without getting lost in spreadsheets. Data is fuel, not the finish line.
• Chart a growth trajectory: as we scale from 20 to 200+ hospitals, build and lead a team of Enablement operators, own our entire post-deployment experience and customer lifecycle, and shape how we think about retention, expansion, and product success at scale.
• Lead strategic initiatives that keep our customer base healthy and growing.

🎯 Requirements

• Proven track record of owning post-deployment customer success for enterprise SaaS customers in healthcare or similarly complex environments.
• Demonstrated ability to travel regularly to customer sites and embed deeply with clinical and operational teams.
• Exceptional written and verbal communication skills—comfortable presenting to C-suite executives and frontline staff alike.
• Builder mindset with examples of creating scalable documentation, dashboards, or automation that reduced manual effort.
• Data-driven approach to measuring adoption, ROI, and customer health, balanced with pragmatic action.

🏖️ Benefits

• Medical, dental, and vision insurance
• 401k and 401k match
• Unlimited PTO
• Bi-annual company retreats
• Free lunch and dinner in-office
• Relocation bonus ($5,000)
• Reimbursement for desk setup, gym subscription, and commute

Skills & Technologies

Remote

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Vitalize Care, Inc.

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About Vitalize Care, Inc.

Vitalize Care, Inc. develops an AI-powered platform that revolutionizes staffing and scheduling for health systems. Their solution helps hospitals efficiently meet real-time patient demand and acuity by leveraging predictive scheduling to proactively identify staffing gaps and automate filling shifts with the best-fit nurse. This allows health systems to significantly reduce premium labor spend, minimize traveler/agency utilization, and save nurse leaders over 30% of their time by automating manual tasks. Serving CNOs, COOs, CFOs, and frontline staff, Vitalize Care improves nurse retention through increased schedule flexibility and transparency, ultimately optimizing the entire staffing process for critical healthcare institutions. The company is backed by Y Combinator.

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