Customer Success Manager

Customer Success Manager

At Vitable, we asked ourselves What if better care didn't cost more? That question drives everything we do.

We're building the health benefits platform designed for everyday workers and the employers who care about them. By providing accessible, high-quality healthcare to the 85+ million uninsured and underinsured Americans, we're creating a better experience for employees and a smarter solution for employers. Simply put, we're built for better and we're just getting started.

As a Customer Success Manager at Vitable, you'll play a foundational role in delivering on our promise of better care. You'll help shape the customer journey from onboarding through renewal, building and executing strategies that drive retention, deepen engagement, and fuel revenue growth within our existing client base.

You'll be an advocate for our customers and a connector across internal teams sharing insights that guide product development, improve service delivery, and enhance the overall client experience. This is a high-impact opportunity to influence the future of our Customer Success function while helping businesses take better care of their people.

We're looking for someone who is:

• Inventive and curious, always looking for better ways to solve problems
• Humble and collaborative, ready to roll up their sleeves and work across teams
• Driven by purpose, with a passion for helping the everyday worker
• Eager for change, excited to help shape the future of healthcare access

Responsibilities

• Cultivate and maintain strong relationships with customers, ensuring their satisfaction with our products and services
• Act as the primary point of contact for customer inquiries and issues, providing timely and effective solutions
• Conduct regular check-ins with customers to assess their needs and identify opportunities for cross-selling and upselling
• Provide training and support to customers on Vitable products, ensuring they maximize their ROI
• Execute on and assist in refining processes for customer retention, renewals, and expansion
• Use client check-ins and retention work to help build a comprehensive, data-driven story on customer account health, discover opportunities for growth, and uncover areas for improvement within existing products and services
• Drive proactive client communication to ensure renewals are won with ease
• Maintain detailed records of client interactions to ensure availability of pertinent information, and prevent communication redundancy and fatigue
• Serve as an advocate for the client, amplifying and escalating feedback through the appropriate channels
• Drive the renewal process by managing your pipeline and initiating early client renewal conversations
• Recognize areas of difficulty and opportunities, and suggest practical solutions to address them
• Partner with Customer Success peers to drive process improvements within our team
• Collaborate with Clinical Operations, Engineering, Marketing, and Sales to enhance and drive customer experience and ROI

Qualifications

• 3-5+ years of Customer Success experience in a fast-paced SaaS business
• Proficient navigating across multiple systems, including HubSpot, Notion, G-Suite and Chargebee
• Self-motivated, independent, and adaptable; comfortable with ambiguity, multitasking, and context switching
• Passionate about customer satisfaction and seamless delivery
• A lifelong-learner willing to take initiative and actively pursue answers
• Enthusiastic about helping colleagues and team members succeedwe win as a team
• Ability to effectively self-manage in a remote work culture spanning multiple time zones
• Exceptional ability to identify retention risks and proactively address them
• Excellent communication skills and ability to represent Vitable in key customer meetings and at events
• A track record of high customer retention and revenue expansion

Benefits and Perks

• 100% Silver Plan + Full Medical Coverage
• Dental and Vision Coverage
• 401(k) and Life Insurance
• Access to Vitable's Primary Care membership
• Unlimited PTO
• Remote-first culture with a supportive team
• MacBook and any other gear you need
• Mentorship opportunities through First Round Capital
• Home office setup stipend
• Competitive equity package

Who Thrives Here

You care. About people, about purpose, about doing work that matters. You're the kind of person who sees a broken system and asks, "How can I fix this?" You're not afraid of a challengein fact, you're energized by it. You move fast, but you think things through. You don't just get things done, you get the right things done.

At Vitable, we thrive on autonomy and collaboration. That means you have the space to own your work, make smart decisions, and lead with initiative, but you also know when to pull others in, ask questions, and work as a team.

You'll fit right in if you're:

• Motivated by mission
• Someone who gets sh*t done (and does it well)
• Curious, thoughtful, and clear on your "why"
• A self-starter who can figure things out
• Empathetic, honest, and genuinely care about others
• Collaborative, but confident in working independently
• Hungry for changeand ready to help make it happen

We care deeply about the people we serve, and we care about our team just as much. We support each other, we show up with heart, and we have fun while we do it.

No egos, no jerks. Just good humans doing great work.

Inclusion at Vitable

Vitable is an equal opportunity employer. We celebrate diverse backgrounds, perspectives, and experiencesand we're committed to building a team that reflects the people we serve. If you're excited about this role but your background doesn't match every requirement, we still encourage you to apply. We care more about potential and passion than checking every box.