Customer Success Manager

About the role

We 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.

What You’ll Do

• Act 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
• 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

Compensation

• Competitive salary
• Meaningful equity
• Health benefits
• Flexible PTO

Compensation Range: $80K - $160K