Customer Onboarding Specialist

Location: Nashville, TN (hybrid)
Reports to: Clinic Success Lead
Type: Full-time

The Role

The Customer Onboarding Specialist plays a critical role in ensuring new clinic partners successfully launch on the VITLRx platform. This role is responsible for guiding new customers through the onboarding process, helping them place their first orders, and ensuring they are set up for long-term success.

This position focuses on activation and early adoption — helping clinics move from signup to becoming active users of the platform.

You will work closely with Sales, Customer Success, and Operations to deliver a smooth onboarding experience that drives engagement, builds confidence, and accelerates time-to-value for our clinic partners.

Key Responsibilities

• Manage the onboarding and implementation process for new clinic partners

• Conduct kickoff and onboarding calls to introduce clinics to the VITLRx platform

• Guide customers through their first order and early platform usage

• Ensure new customers reach key activation milestones (e.g., first order, repeat order)

• Provide training and best practices for using the platform effectively

• Identify potential launch barriers and proactively help clinics overcome them

• Collaborate with Sales and Customer Success to ensure smooth handoffs

• Track onboarding progress and maintain accurate customer records in CRM systems

• Monitor early adoption metrics and flag at-risk accounts during onboarding

• Continuously improve onboarding materials, playbooks, and processes

Success in This Role Looks Like

• High percentage of new clinics reaching activation milestones

• Reduced time-to-first-order and time-to-second-order

• Smooth transitions from onboarding to long-term customer success management

• Positive onboarding feedback from clinic partners

Qualifications

• 2–4+ years of experience in Customer Success, Customer Onboarding, Account Management, or Implementation

• Experience supporting B2B customers, ideally in healthcare, SaaS, or marketplace platforms

• Strong communication and presentation skills, especially in customer-facing meetings

• Ability to manage multiple onboarding projects simultaneously

• Highly organized with strong follow-through and attention to detail

• Comfortable working in a fast-paced, collaborative environment

Preferred Experience

• Experience onboarding healthcare providers, clinics, or medical practices

• Familiarity with CRM systems (such as Salesforce or HubSpot)

Why Join VITLRx

• Opportunity to help build and shape the customer onboarding function

• Work directly with clinic partners who are improving patient care

• Collaborative, fast-growing team environment

• Competitive compensation and benefits

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 over 600 clinics representing 150,000 patients across the United States. VITL is backed by Signalfire, a San Francisco based venture capital firm with $3B in AUM, which led its Series A in late 2025.