Founding Customer Success Specialist

Founding Customer Success

Location: Onsite – San Francisco, Hybrid
Compensation: $180K – $240K + Equity

Seeking a founding Customer Success leader to own post–go‑live success for large enterprise customers. This role requires deep healthcare industry experience, proven ability to manage complex executive relationships, and a hands‑on approach to building systems that scale customer outcomes.

You’ll work directly with the founders to manage success, ROI, and executive relationships across high‑value accounts. Starting as a hands‑on individual contributor, you’ll be deeply involved in accounts, data, and escalations while building the frameworks that ensure customers renew, expand, and become long‑term champions. Over time, you’ll grow the function and team.

Reports to:

Founders

• Own post–go‑live success for enterprise customers, managing executive relationships and ROI narratives.
• Personally manage several large accounts with senior stakeholders (CNOs, CFOs, CIOs, CHROs).
• Define, track, and communicate ROI across customers, anchoring value during renewals and expansions.
• Design and implement a customer health framework blending usage, ROI, and executive sentiment.
• Establish operating cadence for renewals, upsells, and expansions.
• Partner with Deployments and Customer Ops to ensure continuity of executive relationships.
• Act as a player‑coach: manage escalations, trends, and recurring issues while enabling Customer Ops to focus on execution.
• Protect customer trust, reference‑ability, and expansion potential as the company scales.

• Experience in the healthcare industry at a hyper‑growth startup.
• Proven success managing large enterprise accounts and multi‑stakeholder executive relationships.
• Ownership or direct influence over renewals, expansions, and ROI conversations.
• Clear, confident communication skills with senior executives.
• Data‑driven mindset; ability to build systems, dashboards, and frameworks from scratch.
• Calm under pressure, high judgment, and ability to make hard calls.
• Comfort with ambiguity and preference for ownership over instruction.
• Excitement to start hands‑on and grow a function over time.

Focused on transforming hospital operations by optimizing staffing and scheduling. The technology replaces outdated, manual processes with automation that saves thousands of hours and reduces labor costs significantly. Backed by leading investors and health systems, the company is scaling rapidly and seeks a Customer Success leader to define gold‑standard outcomes for its largest customers.

Skills:

healthcare, executive relationships, customer success