Founding CX Lead

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. Who You Are 3–6+ years in customer success, implementation, product ops, consulting, healthcare ops, or a similar customer‑facing role. Strong customer instincts; trusted by both frontline users and leadership. Technically comfortable; fluent with AI tools, SQL, automations, and troubleshooting. Clear, sociable, and fun communicator who can train busy, non‑technical healthcare teams. Operationally rigorous; able to turn messy workflows into repeatable processes. High‑agency and comfortable in an early‑stage startup. Bonus points if you have: Hospice, home health, SNF, or compliance experience. Experience with healthcare SaaS, EHRs, clinical documentation, or healthcare operations. Familiarity with Datadog and other analytics tools. Experience conducting product trainings. Why Join Us Work directly with happy, early‑adopter clinicians using the product every day. Be one of our earliest employees, shaping product, culture, and process from the ground up. Help shape a product that gives clinicians meaningful time back. Work with a fun, close-knit team! Competitive salary, equity, and mission‑driven work. #J-18808-Ljbffr Moonset Health