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Vitally is seeking a Manager, Customer Success & Operations to lead the design and execution of a scalable, data-driven Customer Success strategy across all customer segments—from our most strategic partnerships to our long-tail SMB customers.

In this hybrid role, you’ll combine operational excellence, process design, and people leadership to shape how Customer Success Managers operate at every level. You’ll define the post-Implementation customer journey, establish measurable milestones, and build the systems and workflows in Vitally that enable our team to deliver consistent, value-driven experiences at scale.

What You’ll Do

Customer Success Operations Leadership

• Define and operationalize the end-to-end customer journey across all customer segments, ensuring clear milestones, success metrics, and engagement models that align with customer value and lifecycle stage.
• Design and implement scalable processes that support both high-touch and tech-touch motions, leveraging automation and segmentation to deliver impact efficiently.
• Build and optimize the Customer Success engine in Vitally, including playbooks, health scoring, alerts, and reporting that empowers our team to take timely, data-backed action.
• Collaborate cross-functionally with GTM and RevOps to ensure seamless handoffs, unified data, and aligned customer goals throughout the lifecycle.
• Analyze and report on key CS metrics, including retention, adoption, and engagement, using insights to inform strategic decisions and continuous improvement.
• Identify and address operational bottlenecks, driving initiatives that enhance efficiency, scalability, and customer experience.

Customer Success Leadership

• Lead, mentor, and develop a team of Customer Success Managers, ensuring alignment, accountability, and professional growth.
• Establish and monitor KPIs for CSM performance, customer health, and operational success, ensuring clarity and consistency across all segments.
• Develop and execute enablement programs that provide CSMs with the playbooks, tools, and insights needed to deliver measurable customer outcomes.
• Partner with CS leadership to define engagement strategies across Strategic, Mid-Market, and SMB customers, balancing proactive human engagement with digital touchpoints.
• Foster a culture of collaboration, data-driven decision-making, and operational excellence, ensuring the CSM team operates with precision and purpose within the wider CS org.
• Serve as an escalation point for customer concerns, ensuring challenges are resolved effectively through cross-functional coordination.

What We’re Looking For