[Remote] Customer Success Manager at Vitable Health

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, HealthtechIndustries

Requirements

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
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 succeed–we 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

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

Skills

Key technologies and capabilities for this role

Customer Relationship ManagementCustomer OnboardingAccount ManagementCross-SellingUpsellingCustomer TrainingRetention StrategiesClient Engagement

Questions & Answers

Common questions about this position

What qualities are you looking for in a Customer Success Manager?

Vitable seeks someone who is inventive and curious, humble and collaborative, driven by purpose with a passion for helping the everyday worker, and eager for change to shape the future of healthcare access.

What are the main responsibilities of this role?

Responsibilities include cultivating customer relationships, acting as the primary contact for inquiries, conducting check-ins for upsell opportunities, providing product training, driving renewals and retention, and collaborating across teams like Clinical Operations, Engineering, Marketing, and Sales.

Is this position remote or office-based?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Customer Success Manager position?

A strong candidate is inventive, curious, humble, collaborative, purpose-driven with a passion for helping everyday workers, and excited to shape healthcare access, while demonstrating the ability to build relationships and work across teams.

Vitable Health

Direct primary care with virtual visits

About Vitable Health

Vitable Health offers a direct primary care health plan that improves access to quality healthcare for uninsured and underinsured Americans through virtual and in-home visits. Their membership model eliminates copays and deductibles, making healthcare more affordable for employees while helping employers manage costs. Unlike traditional healthcare plans, Vitable focuses on providing continuous care without out-of-pocket expenses, resulting in high satisfaction rates among members. The company's goal is to transform healthcare delivery, ensuring that everyone can access the care they need.

Philadelphia, PennsylvaniaHeadquarters

2020Year Founded

$24.1MTotal Funding

SERIES_ACompany Stage

Social Impact, HealthcareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Home Office Stipend

Remote Work Options

Company Equity

Mentorship Program

Risks

Expansion into 40 states may strain operational capabilities and affect service quality.

Rising healthcare costs could challenge Vitable's no out-of-pocket cost model.

Increased competition from other direct primary care providers may threaten market share.

Differentiation

Vitable Health offers a unique direct primary care model with no out-of-pocket costs.

The company provides virtual and in-home visits, enhancing accessibility for members.

Vitable's partnership with Mishe Health expands access to specialty care at discounted rates.

Upsides

Vitable Health raised $16M to expand into 40 states, increasing its market reach.

The growing demand for telehealth services aligns with Vitable's virtual care offerings.

Employers seeking comprehensive health benefits can drive Vitable's membership growth.

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