About the role
About Us
We’re a fast-growing startup building AI-powered tools that transform documentation and compliance in hospice and post-acute care. We’re obsessed with solving the hardest problems in healthcare operations: reducing documentation drag and making compliance painless so clinicians can focus on patients.
Our nurse users are already saving 3 hours a day, taking time back in their lives and providing better care for their patients.
Role Overview
We’re looking for a Founding Customer Experience Lead to own onboarding, workflow configuration, training, adoption, support, and retention.
This is not a traditional CSM role. You’ll sit close to Product and Engineering, configure AI workflows, analyze adoption, triage issues, and turn customer patterns into product improvements.
You’ll work directly with clinicians, administrators, and compliance teams to get customers live quickly, tailor our AI products to each location’s preferences, identify adoption gaps, unblock issues, and ensure customers keep seeing value.
This is a hands-on, early-stage role at the intersection of customer success, implementation, product ops, and forward-deployed product work.
Responsibilities
- Onboard new customers and get teams live quickly.
- Train clinicians, admins, and compliance teams.
- Monitor adoption through usage data, customer feedback, and frontline support.
- Triage issues, unblock customers, and coordinate closely with Engineering.
- Build strong customer relationships that drive retention and renewals.
- Create playbooks, SOPs, automations, alerts, and support resources to help us scale.
- Surface customer patterns to Product and Engineering and help prioritize improvements.
- Ramp quickly on hospice, post-acute care, documentation, and compliance knowledge.
