The OpportunityYou are the daily engine of Customer Operations, reporting to the Director of Customer Operations. Where the Director designs and leads how we onboard, retain, and grow customers, you make it run - turning customer needs into clear, scoped work, keeping account workstreams on track across teams, and closing every loop back to the customer. You live in the seam between customers and engineering, and you're also the person who spots where a customer could be getting more value from the platform and surfaces it. When a customer says "our numbers look wrong," you are the one who figures out whether it is a real bug or a misread before an engineer ever touches it.
Location: Remote (DC - NYC Corridor)Responsibilities- Daily support triage: Turn every customer message into clear, owned, and due-dated work using our internal scoping process; keep the "waiting on us" queue moving toward zero.
- First-line troubleshooting: Reproduce data and metric issues, gather evidence, and resolve directly when possible or hand Engineering a clean, actionable ticket.
- Customer health & adoption monitoring: Track account KPIs, product usage, and trends; identify low engagement, risks, and opportunities and surface them to your Director for proactive follow-up.
- Customer value analysis: Analyze how accounts use the platform and translate findings into clear insights and recommendations for your Director and client stakeholders.
- Proactive communications support: Leverage usage analytics, support trends, and recurring customer needs to identify opportunities for proactive customer education, communications, and outreach.
- Renewal & growth support: Maintain a working understanding of account performance and contribute analysis and materials to renewal and expansion conversations led by your Director and Enterprise Growth.
- Operational coordination: Keep account workstreams moving day-to-day across Engineering, Product, and Sales, ensuring requirements are clearly scoped and nothing stalls between teams.
- Client meeting support: Support with preparation of materials, join client calls, capture follow-ups; your Director will lead or co-lead the majority of key-account meetings.
- Onboarding execution: Support with onboarding checklists, roster and configuration validation, user setup, and training materials to keep implementations on track.
- Voice of the customer: Bring customer feedback, recurring themes, and support trends into internal discussions to inform product improvements and customer strategy.
- Knowledge base management: Continuously improve customer-facing resources based on user analytics, support trends, and customer feedback-identifying opportunities to create new content or optimize existing resources.
- Weekly operating cadence: Run the high-priority requirements report and proactively prepare for bug blitzes and other internal/external meetings; support customer health reporting and ensure product release workflows enable proactive customer communications ahead of launches.
Qualifications- 2-4 years in operations, implementation, technical support, or consulting where you owned execution and outcomes.
- Strong written communication - a diplomatic customer email and a crisp engineering handoff, and you know the difference.
- Highly organized; energized, not overwhelmed, by juggling many small, important things at once.
- Data fluency: comfortable in spreadsheets and structured data; can spot a duplicate row, a bad identifier, or a metric that jumped for the wrong reason.
- Daily AI-tool user - because you found it makes you faster, not because you were told to.
- Systems-thinker: your instinct on a recurring problem is to fix the process, not just the instance.
Nice-to-haves- Healthcare, value-based care, or ACO exposure - or genuine eagerness to learn the vocabulary of shared savings, quality measures, and AWVs.
- SQL, Snowflake, or dashboard and analytics familiarity.
- Experience supporting software implementations or customer onboarding.
What success looks like in the first 90 days- Days 1-30: Own daily support triage end-to-end-every inbound is clearly scoped, assigned, and due-dated within the day-and build fluency in each account's setup, configuration, and data.
- Days 31-60: Keep account workplans and requirements current and moving; independently run the weekly high-priority report and health scorecards; and begin contributing meaningful analysis and insights to account and renewal conversations.
- Days 61-90: Resolve or cleanly scope the majority of first-line data and metric issues before they reach Engineering; proactively surface customer health, adoption, and value insights; identify opportunities for proactive customer communications; and maintain active follow-up plans for low-adoption accounts-freeing the Director to focus on strategy and key customer relationships.
Why Join?- Proven Impact: A platform already driving measurable results - ~$30M in financial value and ~7,000 additional preventive visits across a single customer's network in 2025 - and winning seven-figure enterprise contracts.
- Category Credibility: NCQA PHM-prevalidated Care Operations module; founding team from Aledade and Redesign Health / Vault Health.
- AI-Native Product: Built with Claude, automated transcription, and intelligent workflows as core infrastructure - a genuinely differentiated product to sell.
- Mission-Driven Culture: Work with a small team of talented, passionate problem-solvers making a measurable difference in healthcare.
Compensation- Base salary: $85,000 - $110,000
- Full benefits (health, dental, vision, 401k); remote-friendly with true startup flexibility
