Client Support Manager

VITALL is looking to expand its dedicated client support and implementation team with an experienced and strategic Client Support Manager. This is an outstanding opportunity for you to become a core contributor to the health technology industry, play a meaningful role in the lives of patients, and advance the foundation of world‑class client support operations from the ground up.

The Client Support Manager is responsible for leading and continuously improving our client support and implementation programs. This role owns the end‑to‑end client experience strategy, manages the support and implementation team, and ensures clients receive exceptional service throughout their journey with VITALL. As a foundational leader, you will contribute to the processes, workflows, and documentation that enable the team to deliver consistent, high‑quality experiences while scaling with our growth.

We are seeking a strategic operator who combines operational excellence with strong leadership abilities. You will develop and maintain scalable support and implementation processes in a clinical environment, create documentation and workflows, establish service level agreements, and define the metrics that measure success. You'll lead and mentor the support and implementation team, fostering a collaborative team culture while serving as the voice of the client within VITALL.

You're a natural leader who builds trust easily and empowers others to succeed. You have a track record of creating something from the ground up—establishing processes where none existed and scaling teams effectively. You're equally comfortable rolling up your sleeves to handle client escalations as you are thinking strategically about program improvements. You're data-driven but never lose sight of the human element, and you understand that exceptional client support in healthcare requires both operational rigor and genuine empathy.

You thrive in a startup environment where you can make a direct impact and aren't afraid to iterate and improve as you learn.

• Build and maintain scalable support and implementation processes, including workflows, documentation, playbooks, and best practices that enable consistent client experiences
• Establish quality standards, and performance metrics to measure team effectiveness and client satisfaction that align with our service level agreements
• Recruit, train, and mentor the support and implementation team, conducting regular one‑on‑ones and performance reviews
• Create a collaborative team culture and ensure team members have the resources, training, and knowledge needed to succeed in their roles
• Develop and maintain comprehensive documentation including standard operating procedures, knowledge base articles, client‑facing resources, and internal training materials
• Analyze support trends, client feedback, and implementation data to identify opportunities for product improvements, process enhancements, and proactive support initiatives
• Serve as the voice of the client internally, collaborating with product, development, and leadership teams to drive continuous improvement and advocate for client needs
• Handle escalations and complex client issues, stepping in to resolve critical situations and ensure appropriate attention and resolution
• Maintain relationships with key accounts and oversee smooth transitions between implementation and ongoing support phases
• Develop onboarding and training programs for new team members to ensure consistent knowledge transfer and ramp‑up
• Create and monitor KPIs including client satisfaction scores, response times, resolution rates, implementation timelines, and adoption metrics
• Establish feedback loops to continuously improve the onboarding and support experience based on client input and team insights
• Manage team capacity planning and workload distribution to ensure efficient operations as client volume grows
• Build cross‑functional relationships with sales, product, and technical teams to ensure seamless client experiences
• Stay current on healthcare technology trends, compliance requirements, and industry best practices to inform program development
• Maintain strict confidentiality…