Customer Success & Delivery Lead — Careforce

About the role

At Careforce, our mission is to expand the world's capacity to care by 3× and break the 40‑year interoperability barrier by eliminating the administrative burden that slows healthcare providers. Careforce's autonomous AI agents find, call, and schedule, freeing medical teams to prioritize patient care and access to healthcare. We're a YC‑backed startup building a high‑reliability, one‑of‑a‑kind agentic platform for care coordination. This is a founding‑team hire. As the Customer Success & Delivery Lead, you own the customer relationship after the contract is signed, run delivery from kickoff to go‑live, triage and resolve every customer issue, and ensure our AI agents keep performing in production.

Responsibilities

• Own customer success. Be the primary point of contact for our healthcare customers (health plans, provider groups, care organizations) from onboarding through renewal.
• Deliver our software. Run onboarding and go‑live: gather requirements, configure workflows and call scripts, coordinate data handoffs (CSV, SFTP, API), and get agents live on time.
• Manage every customer issue. Run support end to end. Triage tickets, reproduce issues, dig into call recordings, transcripts, and logs, drive fixes with engineering, and close the loop with the customer.
• Keep the agents healthy. Monitor AI agent performance in production, spot deviations from expected call flows, and turn findings into prompt, script, or workflow improvements.
• Bridge customer and engineering. Translate customer needs into clear, prioritized requests for product and engineering, and explain technical concepts back to non‑technical stakeholders.
• Grow our accounts. Spot where customers can get more value from Careforce, such as new duties, workflows, lines of business, or call volume, and partner with leadership to turn wins into expansions and renewals.
• Measure what matters. Track customer health, SLAs, resolution times, and outcome metrics, and use data to get ahead of problems before customers notice them.
• Build the playbook. As a founding team member, set up the support process, escalation paths, documentation, and rituals that make customer success repeatable as we scale.

Requirements

• 3–5+ years in customer success, customer experience, support, or implementation, ideally at a B2B SaaS or AI company serving enterprise customers.
• Hands‑on AI/LLM/agent experience: you've worked with LLM‑powered products or AI agents (voice or chat), and you understand prompts, tools, evaluations, and why agents fail.
• Technical troubleshooting: comfortable reading logs, querying data (SQL a plus), working in tools like Postman or a database console, and talking shop with engineers.
• Customer‑first communication: clear, calm, and credible with customer stakeholders, from frontline operations staff to executives, especially when something is broken.
• Healthcare industry insight (strong plus): familiarity with payers, providers, care coordination, or healthcare administration, and comfort working with PHI under HIPAA.
• Ownership and urgency: you treat a customer issue as yours until it's resolved, and you thrive in a fast‑paced, ambiguous startup environment.
• Analytical mindset: you use data and clear metrics to track customer health and drive decisions.

Skills

• SQL (plus)
• Postman / API testing
• Log analysis
• Prompt engineering / LLM tooling
• Workflow configuration

Pay

Competitive salary, meaningful equity, and 2× performance bonuses per year (rewarded in 6‑month iterations).

Benefits

• Formal 401(k) plan (being established)
• Health plan (being established)