As the Customer AI Strategy & Success Lead - SMB, you'll own relationships with Arya's small and mid-sized 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. You'll 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. **What You'll Do** - 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. **What Makes You a Great Fit** 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. **What Success Will Look Like** - **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, compliance, and operational workflows. - **By Day 30** - You are actively supporting customer accounts, helping coordinate implementations, resolving operational blockers, and contributing to customer success planning. You have identified early opportunities to improve workflows or customer processes. - **By Day 60** - You are independently managing multiple SMB customer relationships, leading success meetings, and driving adoption across customer organizations. Customers view you as a trusted operational partner, not just a support contact. - **By Day 90** - You are fully owning a portfolio of SMB and mid-market customer accounts. You are driving retention, expansion opportunities, workflow optimization, and measurable operational outcomes. You have contributed meaningful process improvements internally and helped strengthen Arya's customer success playbook as the company scales. **What We Value** - **Think Like a Customer** - Understand their workflows, pressure points, and politics before proposing solutions. - **Take Big Swings** - Identify one major transformation opportunity at each enterprise account. - **Find Small Wins Every Day** - Show tangible progress weekly, even on complex rollouts. - **Be Prepared** - Enter every customer touchpoint with data, clarity, and purpose. - **Communicate Simply** - Turn complexity into clear actions and simple language. **WHAT WE OFFER** - Competitive compensation + equity - Health, vision and dental benefits - Generous PTO - Mission-driven culture that prioritizes impact and sustainability - Wellhub subscription with access to premium fitness facilities, team workouts