Customer Adoption Specialist

Vitally is seeking a Customer Adoption Specialist to help scaled customers successfully launch, adopt, and grow with Vitally. As part of our Scaled CS team, you'll blend technical troubleshooting, strategic guidance, and customer enablement to ensure every customer gets measurable value from Vitally, at scale.

You'll work directly with customers to resolve questions, guide adoption, and improve their use of Vitally's most powerful features (including our AI capabilities). This is a great role for someone early in their Customer Success career who's excited to build a strong technical foundation, deliver value through scalable programs, and grow alongside an innovative team.

Vitally is seeking a proactive and data-driven Customer Adoption Specialist (Scaled CS) to support our scaled Customer Success programs. In this role, you will help manage a high volume of customers through digital touch points, 1:1 strategic guidance, 1:Many customer engagements, customer enablement, and live programs ensuring they achieve value with our product at every stage of their journey.

This is an ideal opportunity for someone early in their CS career who is passionate about technology, automation, and customer outcomes, especially at scale. You'll work with internal teams to design, deliver, and measure digital engagement programs that drive adoption, retention, and customer satisfaction.

About the Role Responsibilities

Customer Engagement at Scale

Support hundreds of customers through digital-first motions (email, in-app, community, webinars).

Assist in executing live and digital programs through Vitally and community platforms.

Monitor customer engagement and identify opportunities to improve digital campaigns.

Adoption & Health Monitoring

Track product usage, customer health scores, and feedback signals to identify risk or expansion opportunities.

Use automation and playbooks to trigger appropriate follow-ups and interventions.

Content & Program Execution

Collaborate with Product Marketing and CS leadership to personalize messaging by segment or persona.

Contribute to the development of onboarding sequences, lifecycle emails, and success resources.

Customer Advocacy & Feedback

Capture customer feedback and translate insights into actionable improvements.

Help route product feedback to the appropriate internal stakeholders.

Technical & Strategic Support

Provide responsive, high-quality support to customers through structured, scalable channels such as email, shared inboxes, and customer programs.

Offer CS-specific strategic guidance and Vitally best practices through live sessions, onboarding programs, and structured enablement calls.

Escalate technical issues, feature requests, and feedback to Product and Engineering with clear documentation and context.

Requirements

1-3 years of experience in Customer Success, Onboarding, Support, or Customer Education, ideally in SaaS.

Strong technical troubleshooting skills, comfortable researching, problem-solving, and communicating complex topics clearly.

Curious and proactive: you spot risks, propose improvements, and act on insights to make processes better.

Excellent communicator and facilitator; able to guide both tactical users and senior leaders.

Organized and detail-oriented, capable of managing multiple customers and programs simultaneously.

Interested in growing your career in Customer Success, with a passion for scalable enablement and modern CS technology.

Technical experience or familiarity with APIs, data tools, or integrations.

Bonus points for experience with tools like Vitally, Salesforce, HubSpot, Intercom, or Segment.

What Success Looks Like

Customers successfully adopt and gain measurable value from Vitally post-implementation.

Scaled onboarding and enablement programs consistently drive product usage and engagement.

Customer health scores and NPS performance increase across the scaled customer segment.

GRR and NRR improve through proactive enablement, reduced churn, and stronger adoption outcomes.

Improved cross-functional visibility and efficiency through better processes, documentation, and automation.

About Vitally:

Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Zapier, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders from CSMs to CEOs.

We're a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success.

If you get excited about ownership, autonomy, impact, and quality output then we're excited about you. We're not here to hold your hand, but we're here to build a great product together.

Benefits & Culture:

Competitive Salary: We offer a competitive salary given both your experience as well as location (we know some places cost a lot to live!)

Equity: We want every team member invested in the company's success and are happy to be generous with equity.

Private health care covered by us for you, your partner, and your dependents.

Unlimited PTO with a minimum we require you to take off. Please relax and recharge!

Flexible work hours and work-from-home policy.

Education stipend.

Culture : We are committed to a productive and respectful work environment. Culturally, the team is extremely collaborative, friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time but we enjoy having our own lives outside of Vitally.

Career path : Not only will you learn a ton in this role, but since we're a small team, there will be plenty of promotion and growth opportunities ahead.