Role: Customer Success ManagerWe are hiring a Customer Success Manager to help autism care practices succeed on the Alpaca platform.
This role goes far beyond traditional customer success.
It is about helping providers
grow sustainable, high-quality, and revenue-generating practices.The reality is - in order to run an ethical ABA practice, clinicians and, by extension, Alpaca need to understand the financials of the practice.
You will work closely with clinicians and practice owners to strengthen operations, decrease time-to-intake, and deliver higher-quality outcomes to more families.
You will act as a trusted advisor, operator, and growth partner.
This is a high-ownership role with direct impact on provider outcomes and company performance.
What You'll DoAct as a strategic advisor to providers- Build trusted relationships with clinicians and practice owners.
- Diagnose practice challenges and develop actionable growth plans.
- Track performance metrics and ensure providers are progressing toward goals.
- Share best practices across the network to improve clinical and business outcomes.
Improve product adoption and operational excellence- Help providers use Alpaca's tools effectively to run their practice.
- Surface workflow issues and collaborate with Product and Operations to improve systems.
- Translate real-world provider feedback into scalable playbooks and process improvements.
Own outcomes, not just activity- Measure success through provider growth, retention, and revenue performance.
- Prioritize high-impact work rather than routine check-ins or reactive support.
- Step into ambiguous situations and move them forward with urgency and structure.
Drive practice growth and revenue outcomes- Partner with clinicians to understand weekly billable hours and optimize utilization, scheduling, cancellations, etc.
- Identify operational bottlenecks across intake, scheduling, authorizations, documentation, and billing.
- Support providers in hiring, staffing planning, and scaling their services responsibly.
Who We're Looking ForThis role may be a strong fit if you are:
- A BCBA who wants to move into a growth, operations, or business leadership role.
- An operator with experience in ABA, behavioral health, healthcare practice management, or provider networks.
- A high-ownership generalist from consulting, startup operations, or healthcare strategy who is excited to work directly with clinicians.
We especially value candidates who:
- Work incredibly hard - this is not a 9-5, we expect team members to focus on getting the outcomes, regardless of the hours it requires. Typically, team members are in the office from 9:30 to 7:30 on weekdays with weekends as time for deep work and preparing for the week ahead.
- Think like owners and care deeply about real outcomes.
- Are comfortable working in fast-moving, high-accountability environments.
- Can turn messy operational realities into structured plans.
- Communicate clearly and build trust quickly.
- Are data-driven and comfortable working with performance metrics.
- Are ambitious and excited to grow into leadership roles as the company scales.
NYC-based candidates preferred. We work primarily in person.
Why Join- Direct impact on families and clinicians from day one.
- Real ownership over provider growth and network performance.
- Exposure to company-building across product, operations, and go-to-market.
- Fast learning curve and strong leadership growth opportunities.
Compensation💵 Competitive salary
Meaningful equity
Health benefits
Flexible PTO
