As our foundational customer success hire, you'll help build the playbook the rest of the team will run, so this is a ground-level seat with real ownership.

You'll report to the VP of Growth and work hand in hand with the Partnerships Managers who sign your accounts and the operations, data, and enrollment teams who deliver the care. This is a pivotal role at a company with real traction and a real mission.

What You'll Do

Own Enrollment and Activation

• Drive the ramp of patient enrollment from each practice you manage, turning a signed partnership into active, engaged patients and families.
• Lead implementation and onboarding as the primary point of contact, coordinating closely with operations, data, and enrollment teams so a new practice ramps fast.
• Partner with the practice to identify and refer eligible dementia patients, and remove the workflow friction that slows enrollment.

Build the Relationship

• Become the trusted point of contact for each practice, from neurologists to office managers to administrators, with a regular cadence of check-ins, reporting, and reviews.
• Stratify your accounts by value, need, and complexity, and tailor your engagement so the right practices get the right attention.
• Act as the voice of the customer internally, feeding what you hear into product prioritization and the broader playbook.

Grow the Account

• Expand each account over time: increase referral and enrollment volume, surface highly engaged practices for new product and feature pilots, and drive adoption as new lines launch.
• Own renewals, and treat a flat account as a missed opportunity rather than a steady state.

Run It Cleanly

• Manage customer questions, concerns, and issues end to end, working with internal teams to resolve them quickly.
• Document interactions and share insights so the whole team gets smarter about what makes a practice succeed.
• Ensure compliance with Medicare and GUIDE requirements and all federal and state regulations for our programs.

You'll Love This Role If

• You measure yourself by the customer's outcome. Watching a practice go from signed to fully enrolled, with families actually getting support, is the win that matters to you.
• You build trust that lasts. You become the person a practice calls first, and you earn that by being reliable, prepared, and genuinely useful.
• You own a book and grow it. You treat a portfolio of accounts as yours to expand, and a flat account as a problem to solve.
• You're organized and systematic. Juggling a portfolio, a cadence, and the data behind it energizes you rather than overwhelms you.
• The mission matters to you. You want your work to count, and helping families living with dementia is the kind of thing you'd be proud to put your weeks into.
• You'd rather build it than inherit it. You thrive in ambiguity, you want to help shape how account management works here, and you welcome the feedback that makes it better.

What We're Looking For

Experience and skills

• 5+ years in account management, customer success, or a comparable post-sale role, ideally owning retention, expansion, or a book of business. We're are looking for someone who has built and/or lead a customer success function before.
• Experience managing the full customer lifecycle, from onboarding through renewal and expansion.
• A track record of driving measurable outcomes: adoption, utilization, retention, or expansion. In our world, that is patient enrollment and engagement.
• Comfort with data and reporting. You can stratify a portfolio, read utilization, and build a review that moves a practice forward.
• Strong written and verbal communication, credible with clinical and administrative stakeholders.
• Comfortable in a fast-paced, early-stage environment and building from a blank page.
• Highly organized, systematic, and comfortable owning a number.

Preferred qualifications

• Experience in healthcare, health-tech, value-based care, or Medicare-reimbursed care models (GUIDE, CCM/PCM, or comparable).
• Experience managing physician-practice or provider relationships.
• Experience as an early or founding customer success or account management hire, or building an account management motion from scratch.
• A track record of driving enrollment, utilization, or referral volume in a care or services model.

Travel Expectations

Periodic travel a few times a year to meet key accounts and attend conferences. Other than that, you’ll be working from our New York office… and I don’t want to overpromise but we might be getting a moss wall installation.

Compensation

The OTE range for this role is $180,000 to $250,000 per year, depending on level and experience, with a portion delivered as performance-based variable tied to enrollment, retention, and expansion. The role also includes meaningful early-stage equity.

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.