Job Specifications
The Role
The Clinic Success Lead is responsible for the ongoing success, retention, and growth of VITL’s clinic customers after implementation. This role owns the post–go-live clinic relationship and is accountable for driving consistent platform usage, identifying risk early, and supporting long-term revenue retention and expansion.
In addition to managing a portfolio of clinic relationships, this role will help lead and expand VITL’s existing team of Account Managers, contributing to hiring, onboarding, and day-to-day coaching as the clinic success function scales.
You develop a strong understanding of clinic workflows, ordering behavior, and operational needs, using both data and direct engagement to guide action. You work cross-functionally to resolve issues, surface insights, and ensure clinics receive consistent, high-quality support as they scale their use of VITL.
Success in this role is measured by sustained clinic engagement, predictable retention, and thoughtful expansion over time.
What You Own
Clinic Success & Retention
Own clinic relationships post–go-live
Monitor clinic health, usage, and satisfaction
Proactively address risks and issues before escalation
Usage & Expansion
Identify opportunities to expand product usage and wallet share
Partner with Sales on expansion efforts
Support clinics in adopting new workflows or offerings
Team Leadership & Development
Support and mentor an existing team of Account Managers
Assist with onboarding and ramp of new team members as the group grows
Reinforce consistent workflows, expectations, and performance standards
Insights & Feedback
Analyze ordering patterns and usage trends
Gather and structure clinic feedback
Communicate insights to Product, Operations, Pharmacy, and Finance teams
Cross-Functional Coordination
Serve as the primary internal advocate for clinic needs
Ensure continuity between Sales, Implementations, and ongoing Success
Support clean handoffs and clear ownership across teams
What Success Looks Like
High clinic retention with consistent ordering behavior
Expansion driven by usage insights and clinic needs
Low surprise churn with clear leading indicators
A growing Account Management team operating with consistency and accountability
Strong internal alignment around clinic health and priorities
What You Bring
5+ years experience in Customer Success, Account Management, or similar roles
Experience supporting complex customers; healthcare experience preferred
Experience mentoring or leading customer-facing account teams
Strong analytical and problem-solving skills
Clear, professional written and verbal communication
Ability to manage multiple accounts while supporting team growth
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. Through its open pharmacy marketplace, VITL connects clinics with verified 503A compounding pharmacies nationwide, enabling real-time price comparison, multi-pharmacy ordering, and Amazon-style patient tracking, all through a single, elegant interface. Founded in 2024, VITL serves nearly 500 clinics representing 125,000 patients across the United States.
About the Company
VITL is a Nashville-based healthtech company providing beautifully simple e-prescribing infrastructure for cash-pay medical practices. Through its open pharmacy marketplace, VITL connects clinics with verified 503A compounding pharmacies nationwide, enabling real-time price comparison, multi-pharmacy ordering, and Amazon-style patient tracking, all through a single, elegant interface. Founded in 2024, VITL serves nearly 500 clinics representing 125,000 patients across the United States.
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