Customer Success Manager
Resumen del puesto por JobGrid
Customer Success Manager at vitl in Nashville, United States. JobGrid normalizes the role into a Mid Customer Support & Success position with on-site workplace details, shows the source as recently checked, and sends candidates to the original public application page with non-personal referral parameters.
- Location and workplace are normalized from the source as Nashville, United States, on-site.
- Comparable classification is provided as Customer Support & Success with Mid seniority.
- Source timing is included: posted 2026-06-01 and last checked 2026-06-02.
- JobGrid keeps the employer application path intact and routes candidates to the original public application page.
Location: Nashville, TN (hybrid)
Reports to: Director of Customer Success
Type: Full-time
The Role
This role will manage a high-volume portfolio of clinic partners (200+). These accounts represent a large number of clinics that benefit from a structured, proactive engagement model designed to drive usage, expand product adoption, and long-term retention.
This role focuses on monitoring customer health, encouraging continued platform usage, and supporting clinics as they grow their ordering activity with VITL. The ideal candidate is highly organized, proactive, and comfortable managing a large portfolio of customers through a mix of automated outreach, targeted engagement, and relationship-building in addition to a subset of sales skills for upsell and cross-sell opportunities.
You will work closely with Sales to ensure a smooth transition from onboarding into ongoing customer success.
What You Own
Manage a high-volume portfolio of self-pay clinic partners
Monitor customer health signals such as ordering frequency, platform usage, and engagement
Proactively reach out to customers showing signs of reduced activity or disengagement
Identify and engage upsell and cross-sell opportunities
Support clinics in placing repeat orders and maximizing value from the platform
Provide product guidance, best practices, and operational support to clinic partners
Partner with the Customer Implementation Manager to ensure smooth post-onboarding transitions
Identify opportunities to increase engagement and drive additional ordering activity
Document customer interactions and maintain accurate records in CRM systems
Contribute to the development of scalable customer success programs and outreach campaigns
Share customer insights and feedback with internal teams to improve the customer experience
What Success Looks Like
Strong retention and engagement within book of business
Increased repeat ordering and platform usage among managed clinics
Early identification and recovery of at-risk accounts
Efficient management of a large portfolio through scalable engagement strategies
What You Bring
2–5+ years of experience in Customer Success, Account Management, or Client Services
Experience managing a high-volume portfolio of B2B customers
Experience with identifying and closing upsell and cross-sell opportunities
Strong communication and relationship-building skills
Highly organized with the ability to prioritize across many accounts
Comfortable using CRM systems and tracking customer health metrics
Proactive mindset with a focus on identifying and solving customer challenges
Preferred Experience
Experience working with healthcare providers, clinics, or medical practices
Experience supporting SaaS platforms, marketplaces, or ordering systems
Compensation
The base salary range for this role is competitive and will be determined based on the candidate’s relevant skills, experience, and geographic location. In addition to base pay, total compensation may include performance-based incentives, benefits and company options.
Security, Privacy & Compliance
This role may handle PHI/PII and must follow HIPAA, company privacy policies, and least-privilege access practices.
EEO & Inclusion
VITL is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. If you meet most—but not all—requirements, we encourage you to apply.
About VITL
VITL is a Nashville-based healthtech company providing beautifully simple e-prescribing infrastructure for cash-pay medical practices. Through its open pharmacy marketplace, VITL connects clinics with verified 503A compounding pharmacies nationwide, enabling real-time price comparison, multi-pharmacy ordering, and Amazon-style patient tracking, all through a single, elegant interface. Founded in 2024, VITL serves over 700 clinics representing 175,000 patients across the United States. VITL is backed by Signalfire, a San Francisco based venture capital firm with $3B in AUM, which led its Series A in late 2025.