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.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 For- Work incredibly hard. As a startup, the hours stretch beyond the traditional 9-5, especially as an organization that supports practices across time zones (including Hawaii)
- 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, but we are open to remote / hybrid candidates.
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
