Customer Success Manager

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.