Founding Customer Success Manager - US - AI health-tech

About the role

Why voize? Because we’re more than just a job! At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to admin work that pulls nurses away from what matters most: people. We’re changing that by building the AI companion that frees nurses from admin, giving them back up to 30% of time. We don’t replace humans - we support and amplify their impact. Today, 1,500+ care facilities trust voize, and over 150,000 nurses rely on our AI companion to ease their daily workload. Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs. As a fast-growing team, we combine first-in-class technology with meaningful social impact. As our Founding Customer Success Manager – US (NYC-based), you'll own customer success across our US rollouts, from smaller pilots today to, over time, our largest and most complex accounts: enterprise operators running 100+ buildings and 100,000+ nurses. You'll take organizations from a first pilot of 2-4 buildings through a full-scale rollout, working with stakeholders at every level, from the C-suite down to individual building leadership. There is no playbook yet for scaling at this range. You'll build it.

Responsibilities

• Own the rollout, start to finish: manage the full journey of our accounts, from smaller pilot rollouts today to full deployments across 100+ buildings and 100,000+ nurses for our largest enterprise operators.
• Manage stakeholders at every level: build trust and alignment across the entire customer organization, from C-level sponsors to regional leadership to individual building administrators and directors of nursing.
• Build the playbook from scratch: define the processes, adoption cadence, health metrics, and escalation paths for scaling accounts at this range, since nothing like it exists yet at voize.
• Drive adoption at scale: get nurses across dozens of buildings actively using voize day to day, without relying on 1:1 hand-holding at every site.
• Track health and manage risk across a huge footprint: build the framework for spotting and resolving problems early, across a large, distributed organization.
• Do it yourself: there's no dedicated team yet, so you'll own project management, executive reporting, on-site support, and coordination with Customer Training, Sales, Product, and Support directly.

Requirements

• Direct experience scaling a customer success or implementation motion from a small pilot to 100+ locations and tens of thousands of end users, ideally at a hypergrowth B2B SaaS company.
• You've lived through hypergrowth yourself and understand firsthand what changes (process, stakeholders, complexity) as an account grows from a handful of sites to over 100.
• Proven ability to manage multi-layered stakeholder relationships, from C-level sponsors to on-site building leadership, keeping them aligned through a long, complex rollout.
• High agency and a true builder mindset: you create structure and process from zero, with no existing playbook or team to lean on.
• Strong program and project management skills to coordinate