Director of Customer Success

Director of Customer Support

Location: New York City (In-office)

We’re building the AI front office for healthcare providers — replacing fragmented intake, follow-ups, and qualification with one continuous system.

We work with some of the largest ABA therapy providers in the U.S., and we’re growing quickly. As we scale, customer experience becomes the bottleneck — not sales.

This role exists to fix that.

What you’ll do

You’ll own the full post-sale customer experience — from onboarding through long-term success.

1. Run onboarding like a system, not a service

• Work directly with new customers to get them live quickly
• Configure flows, routing, integrations, and intake logic
• Identify patterns and turn onboarding into a repeatable, scalable process

2. Drive customer outcomes (not just support tickets)

• Track customer performance (conversion, intake completion, speed to lead)
• Proactively identify gaps and fix them
• Ensure customers are actually getting ROI from the product

3. Ship value continuously

• Roll out new features to existing customers
• Reconfigure accounts as the product evolves
• Make sure customers are always using the latest and best version of the system

4. Build and manage the support function

• Work with support agents to maintain fast, high-quality responses
• Set standards for response time, quality, and ownership
• Turn recurring issues into product or process improvements

5. Be the bridge between customers and product

• Surface patterns, not anecdotes
• Push for product improvements based on real usage
• Help shape how the product evolves based on what actually drives results

What we’re looking for

• Experience working directly with customers in a high-touch environment (Customer Success, Support, Implementation, or similar)
• Strong operator — you can turn messy processes into structured systems
• Comfortable being hands-on (this is not a “manage from afar” role)
• High urgency — you move fast and don’t let things stall
• Clear communicator — especially in writing
• Able to work cross-functionally with product and engineering

Bonus if you’ve:

• Worked with healthcare providers or complex intake workflows
• Managed onboarding for a SaaS product
• Built or scaled a support team

What this role is (and isn’t)

This is not a reactive support role.

This is:

• Owning customer outcomes
• Systemizing onboarding
• Making sure customers are always on the edge of what the product can do

If customers aren’t succeeding, this role is accountable.

Why this role matters

We’re at the stage where:

• Sales is working
• Product is working
• But customer success isn’t systemized yet

The person in this role will define what great looks like — and build the function from the ground up.

Logistics

• Full-time
• In-office in NYC
• Work directly with the founders