Product Support Operations

SupportFinity™

San Francisco (CA)

On-site

USD 100,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision insurance

401k and 401k match

Unlimited PTO

Bi-annual company retreats

Free Lunch and Dinner in-office

Relocation Bonus ($5000)

Reimbursement for desk setup, gym subscription, and commute

Job summary

A leading healthcare operations company in San Francisco is looking for a Customer Success Operator to manage customer relationships post-deployment. This role focuses on ensuring hospitals successfully adopt and benefit from our platform, shaping product development through customer insights. The ideal candidate will thrive in a dynamic environment, exhibit exceptional communication skills, and possess a deep customer obsession. Benefits include medical insurance, unlimited PTO, and a generous relocation bonus.

Qualifications

Ability to thrive in ambiguity and move quickly without perfect direction.
Strong communication skills with both executives and frontline teams.
Curiosity to understand customer struggles deeply.
Experience in building tools and processes to improve systems.
Customer-focus in all interactions and strategies.

Responsibilities

Manage long-term customer outcomes post-deployment.
Gather and analyze customer feedback to inform product development.
Build scalable systems to handle growth without excessive hiring.
Serve as the liaison across customers, product, and internal teams.

Skills

Customer obsession

Exceptional communication

Data-driven decision making

Problem-solving

Builder mentality

Job description

TL;DR: Who You Are + What You’ll Do

You own post–go-live customer success end-to-end with total autonomy to move fast, make independent decisions, and unblock our deployment team so they can focus on the next hospital.

You're obsessively on-site with customers, spotting patterns across accounts, and your insights directly shape our engineering roadmap — no silos, no bureaucracy. You build the systems that scale: documentation, tools, dashboards, workflows — solving the problems that would otherwise require hiring 10 people.

Execution beats process. You move fast, build scrappy solutions that work, and treat every customer interaction as data for how we improve. As we scale to 200+ hospitals, you'll have opportunities to build and lead the team that owns the entire post-deployment lifecycle — shaping how we think about retention and success at scale.

The Company

Hospitals still run their most important operations — staffing, labor planning, and capacity — on paper, spreadsheets, and guesswork. It’s a system that wastes thousands of hours and millions of dollars every year.

Vitalize replaces this with intelligent, automated staffing operations. Our platform brings real-time decision support to clinical leaders, eliminating manual work, reducing unnecessary labor spend, and unlocking patient capacity for hospitals.

Labor drives ~60% of hospital costs, and our research shows more than 20% of that spend is preventable. By proactively aligning labor supply with patient demand, Vitalize helps health systems operate efficiently, safely, and sustainably.

We’re building the core operating system for hospital workforce operations — competing directly with legacy HR/ERP platforms. And we’re winning. We’re already live across 20+ hospitals, near 8-figures in revenue, and have raised funding from top investors. We’ve 3x’ed revenue in the last 3 months, and are scaling fast.

The Role

You are the operator who makes Vitalize work in the real world. You keep multi-stakeholder enterprise customers healthy, unblock every internal team, and turn frontline chaos into scalable systems. You are deeply customer-obsessed, product-obsessed, and thrive in environments where growth is outpacing headcount.

What you own:

Enterprise adoption and ROI that makes Vitalize indispensable

Once hospitals go live, you’re the owner of long-term outcomes. You’re embedded across multi-hospital enterprises, working with nursing directors, CNOs, house supervisors, IT, and operations leaders to ensure the platform is deeply adopted, trusted, and delivering measurable impact. You remove friction, close workflow gaps, strengthen relationships, and turn initial wins into system‑wide momentum. You enable our deployment strategists to focus on the next hospital.

Example: noticing that night‑shift leaders are underutilizing staffing tools, then designing targeted coaching + workflow fixes that lift adoption across all 12 units in the system.
Voice of the customer

You’re in constant conversation with hospital teams, hearing what’s breaking, what’s working, and what they wish we built yesterday. You identify patterns across accounts, dig into root causes, and translate field insight into crisp, high‑signal feedback for product and engineering. You help shape the roadmap — not by guessing, but by bringing the truth from the front lines.

Example: spotting that a daily staffing workflow doesn’t match how nurse managers actually coordinate coverage, then redesigning the rollout plan and retraining unit leaders before it derails adoption.
Systems that multiply our team.

Our growth is outpacing our team — and you’re the one who makes that sustainable. You build the internal and customer‑facing infrastructure that lets Vitalize scale without hiring 10 people: documentation that eliminates hand‑holding, automated support workflows, processes that reduce noise, customer health dashboards that highlight risk early, and tooling that makes ROI measurement self‑serve. You make the whole company more effective with every system you build.

Example: turning a messy support inbox into an automated triage system that resolves 60% of issues without human intervention, or building a customer‑health scorecard that flags churn risk before a CNO ever calls.

In short: you are the connective tissue across customers, product, engineering, and deployments — and the operator who keeps the entire system running as we scale through hypergrowth.

What We're Looking For

Relentless operator. You thrive in ambiguity and you ship. You don’t wait for perfect direction; you move fast, iterate, and correct based on real data.
Exceptional communicator. You interact with C-suites and frontline clinical teams in the same week. You can present ROI to executives and explain workflow issues to nurse managers with equal clarity.
Obsessively curious. You must understand why customers struggle. Every conversation is a detective mission. You dig until you uncover the real problem.
Builder mentality. You don’t just find problems — you fix them. You build tools, write docs, create workflows, and do whatever it takes to make the system better.
Customer-obsessed. This is non‑negotiable. You want to spend time with customers, understand their world, and know exactly what’s happening at each account.
Data‑driven but pragmatic. You track the metrics that matter — adoption, customer health, ROI, ticket volume — but you never get lost in spreadsheets. Data is fuel, not the finish line.

Growth Trajectory

As we scale from 20 to 200+ hospitals, you'll have the opportunity to build and lead a team of Enablement operators. You'll own our entire post‑deployment experience and customer lifecycle. You'll shape how we think about retention, expansion, and product success at scale. You'll lead the strategic initiatives that keep our customer base healthy and growing.

Location

San Francisco HQ (in‑person) or remote

Regular travel to customer sites because you want to. You're embedded with every function on the team but constantly connecting with hospitals to understand what's happening on the ground.

Benefits: