Clinic Success Lead

Overview

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.

• 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

• 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

• 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

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.

This role may handle PHI/PII and must follow HIPAA, company privacy policies, and least-privilege access practices.

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.

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.