Customer AI Strategy & Success Lead - SMB. LilyLifestyle

We Move Fast. So should you.

At Arya Health, we're building a digital workforce for healthcare – intelligent agents that automate the busywork of scheduling, compliance, onboarding, staffing coordination, and more, so providers can focus on patients, not paperwork.

As the Customer AI Strategy & Success Lead – SMB, you'll own relationships with Arya's small and mid‑size healthcare customers – fast‑moving operators who need a true partner to help them implement, adopt, and scale AI‑powered workflows across their organizations.

This is not a passive account management role.

You'll work directly with operators, office managers, recruiters, schedulers, administrators, and healthcare leadership teams to deploy AI agents into real operational workflows; help customers redesign inefficient processes, improve adoption, solve implementation challenges, and drive measurable operational outcomes.

You'll operate at the intersection of customer success, implementation, operations, and AI strategy – helping healthcare organizations modernize how they work while serving as one of the closest voices to the customer inside Arya.

• Serve as the primary strategic and operational partner for SMB and mid‑market healthcare customers.
• Own customer onboarding, implementation coordination, adoption, retention, and long‑term success.
• Help customers map operational pain points into scalable AI‑driven workflows.
• Partner closely with Deployment, Product, and Engineering to ensure successful rollouts and fast issue resolution.
• Run customer success meetings, implementation reviews, workflow discussions, and operational check‑ins.
• Track customer health, adoption metrics, workflow performance, and operational ROI.
• Identify opportunities for expansion, deeper product adoption, and additional automation use cases.
• Build playbooks, implementation frameworks, and operational best practices that improve scalability across the customer base.
• Act as the voice of the customer internally by surfacing recurring pain points, product gaps, and workflow insights.
• Support customers through ambiguity, operational change, and process redesign as they adopt AI systems into their organizations.

We have three non‑negotiables for this role:

• Customer judgment – You know how to build trust while still managing expectations clearly and honestly. You can operate with empathy while maintaining operational discipline.
• Technical credibility – You're comfortable discussing integrations, workflows, data, implementation issues, and operational systems. You do not need to be an engineer, but you are comfortable getting into the details.
• Ownership orientation – You proactively solve problems, push initiatives forward, and think beyond your immediate tasks. You care deeply about outcomes and customer impact.

Beyond that, you bring:

• 5+ years of experience in Customer Success, Implementation, Operations, Consulting, or Account Management roles within SaaS, healthtech, healthcare operations, or related industries.
• Experience managing multiple customer accounts simultaneously in fast‑moving environments.
• Strong operational mindset with the ability to identify inefficiencies and improve workflows.
• Comfort working directly with customers during onboarding, implementations, issue resolution, and operational escalations.
• Excellent communication skills across both technical and non‑technical stakeholders.
• Strong organizational skills and ability to prioritize effectively across multiple active customers and projects.
• Curiosity about AI, automation, and the future of digital labor in healthcare.
• Comfort operating in ambiguity, startup environments, and rapidly evolving processes.

• By Day 7 – You have completed onboarding, learned Arya's product suite, and gained familiarity with active customer accounts, workflows, and implementation processes. You understand the core operational problems Arya solves for healthcare providers.
• By Day 15 – You have joined customer meetings, shadowed implementations, and begun building relationships with customer stakeholders. You can clearly explain how Arya's agents support scheduling, recruiting,…