Vitally

• Product Ownership: Build a deep working knowledge of how customer success teams use Vitally and identify problems worth solving rather than waiting for tickets. • Customer Intelligence: Mine usage data, support patterns, and product signal at scale through AI tooling to inform product decisions. • AI-Native Shipping: Operate fluently in Claude Code, Cursor, or equivalent, and prototype-as-spec as a default to communicate intent. • Outcome Accountability: Define the user-facing metrics and own whether the work moves them. • Engineering Quality: Build the system that builds the product, creating architecture, skills, and shared tooling that let agents and engineers ship quickly. • Cross-Functional Voice: Speak for the team across Vitally to Customer Success, Support, and leadership, proactively socializing decisions, blockers, and progress.

• Lead the AI in CS Community • Own the community strategy and day-to-day execution on Circle • Define and drive the AI in Customer Success content and conversation thread — this is the community's North Star • Curate and share thought leadership: original content, external perspectives, guest voices, practitioner stories • Facilitate real conversations about how CS leaders and teams are implementing AI • Design and run small-group cohort experiences that connect customers around shared AI challenges or implementation stages • Use AI tools to analyze community conversations at scale • Build outreach programs that grow membership and keep engagement active • Design and deliver a programming calendar built around AI in CS • Own and maintain existing Vitally courseware

• Own full-cycle recruiting for roles across the company, from intake through offer, including sourcing, screening, coordinating, and closing • Partner with hiring managers to build scorecards, define success profiles, and run structured interview processes • Proactively source passive candidates through LinkedIn, networks, and creative outreach strategies • Manage candidate experience end-to-end with a high bar for communication, speed, and professionalism • Maintain recruiting pipelines and data hygiene in our ATS, and report on key hiring metrics • Help build and refine our recruiting infrastructure as we scale, including interview guides, job descriptions, and offer processes • Support onboarding and offboarding processes to ensure smooth transitions for employees • Assist with HR compliance tasks, documentation, and policy administration • Help coordinate culture and engagement programming including events, Lunch and Learns, and employee recognition • Serve as a first point of contact for employee questions and escalate appropriately • Support the Associate HR Director on ad hoc people projects and initiatives

• Lead all aspects of platform's design - UI, UX, and graphics • Work directly with CEO and product managers to create world-class designs • Collaborate with customers and analyze data to inform product designs • Design a range of UIs to complex data visualizations