Customer Success Manager

Vital helps leading digital health and wellness companies connect to wearable and lab data, through a single universal API. Our mission is to decrease the cost to predict, diagnose and prevent chronic disease by two orders of magnitude.

Healthcare is in a crisis, help us fix this for the humans behind the results. With more and more data being collected from wearables, lab tests and patient-doctor conversations, we’re entering an era where data is abundant. We need people like you who are passionate about how technology can supercharge healthcare.

We’ve got some of the greatest hearts and minds from Babylon, Ro, SpaceX, and Monzo - working to solve one of the biggest challenges of our time: making personalized, proactive, and affordable healthcare a reality. Backed by Point Nine, 20VC, YC, and leading angels, we’re connecting millions already.

🏃🏼 Short on time? Summary below

• You: An ambitious Customer Success Manager who’s supported the usage of a technical product. You now want to change healthcare as we know it.

• Impact: Help our customers offer cheaper, personalised, proactive healthcare for all

• Us: Team size 14, revenue 6x’d in the last year

• Ownership: You’ll support between 20-50 customer accounts

• Salary: $90,000 - $121,692

• Time zone: EDT, remote

   

Why we need this role

Our customer base of wellness and digital health companies has grown exponentially in the last year. Our product has already helped over half a million patients in the US access reliable blood tests and we’re just getting started. We’re searching for an ambitious, proactive Customer Success Manager to join our Head of Customer Success, Naiara so that we can continue to provide useful, long term support for our customers.
 

What you’ll be owning

You will be the point person for 20-50 customer accounts, working alongside Naiara to define what Customer Success looks like at Vital. We support a broad range of healthcare companies and so adaptability will be key. You will have ownership over the entire customer journey from implementation support, onboarding and ongoing support.
 

What you’ll be doing day to day

• Working alongside sales, product, support and other functions to support our customers in the best possible way. Given the small team, your impact and learning curve will be huge.

• Owning your own customer accounts to make sure the product is being utilised in the best way for the customers

• Continuously launching new product features to your customers and working with product on how we land these messages

• Onboarding and organising implementation timelines so that everything runs smoothly

• Presenting insights to your accounts based on product usage and business reviews
   

Who you are

• You are excited about our product and our mission

• You take pride in building long term relationships

• Fast paced, ambiguous environments is where you do your best work

• You enjoy engaging your brain on complex customer issues to reach the best solution

• You see feedback as a gift and an opportunity to develop

• You’ve always been a team player
   

You have these skills and experiences

• 2+ years in an customer success role

• Experience managing 20-50 customer accounts in an early stage environment

• You have strong opinions on best practices for CRM’s based on prior experience

• You can interpret, spot trends and take insights from datasets

• You have worked with a complex technical product

• You’re comfortable working remotely
   

How we’ll get to know you

1. Initial call with Beth (30 mins)

2. Hiring manager call with Naiara (45 minutes)

3. Take home task, followed by a presentation (up to 4 hours max)

4. Founder call with Maitham (45 minutes)

Our benefits and compensation

• Salary: $90,000 - $121,692 

• The salary above is generated by our transparent salary calculator. The calculation is based on San Francisco as a location, 50th percentile, with location factors from Gitlab’s handbook - we’ve spent a lot of time making compensation fair at Vital

• Regular in person offsites, previously in Lisbon, UK and Tenerife

• Bi-weekly team happy hours & events remotely

• Learning budget of $300 a month for personal development/productivity

• Flexible, remote-first working - including $1K for home office equipment

• 25 days off a year + national holidays

• Generous early stage options (extended exercise post 2 years employment)

• Healthcare cover depending on location

• New MacBook

Oh and before we forget:

• Our API docs are here

• Our tech stack is: Python(Fast API), Go, Typescript, React, React Native, GCP.