Aline

Role Description We are seeking a Technical Product Manager to lead the execution of high-impact system integrations across our platform. This role will focus on designing, delivering, and optimizing API-driven integrations with third-party systems and internal applications. Integrations are foundational to how our platform delivers value, connecting marketing, sales, clinical, financial, and other operational workflows across the senior living ecosystem. You will work closely with engineering, architecture, implementation, and external partner teams to ensure integrations are reliable, scalable, and aligned with our broader platform strategy. This role operates in an environment increasingly supported by AI tools, and will leverage them where appropriate to improve speed, clarity, and quality of delivery. Qualifications - 5+ years of product management or related experience in a SaaS environment - Proven experience delivering integrations between software systems - Strong understanding of REST APIs, webhooks, and data exchange models, including the ability to read and interpret API documentation - Strong ability to translate business requirements into technical requirements - Comfort using modern tooling (including AI-assisted workflows) to improve efficiency in documentation, analysis, and problem-solving - Demonstrated ability to quickly learn new systems and technical concepts - Experience writing detailed product and technical requirement documents - Excellent written and verbal communication skills - Experience in senior living, healthcare, or related industries - Familiarity with SQL and ability to query data for analysis or troubleshooting - Experience working with offshore and distributed development teams - Experience in healthcare or healthcare interoperability (HL7, FHIR) - Familiarity with authentication protocols (OAuth 2.0, SAML, etc.) Requirements - Define requirements and partner with engineering - Translate business workflows and stakeholder needs into clear technical requirements, user stories, and acceptance criteria - Partner with engineering on API design, data mapping, system interactions, and architecture decisions - Use available tools (including AI-assisted workflows) to analyze API documentation, clarify requirements, and identify potential edge cases - Drive integration delivery - Own end-to-end delivery of assigned integrations from concept to production - Write detailed technical PRDs for API-based integrations - Define field-level data mappings and transformation logic - Partner with engineering on authentication models (OAuth, SSO, token-based systems) - Coordinate technical discovery sessions with integration partners - Review partner API documentation and assess feasibility - Define acceptance criteria and ensure integration quality before release - Support post-launch issue triage and iteration - Collaborate with internal stakeholders - Partner with Aline’s Integration Services and Customer Success teams to support implementation, provide context and documentation, and assist with troubleshooting when needed - Ensure integrations are well-documented and supportable for internal teams and customers - Contribute to clear, structured documentation that supports both human teams and evolving internal tooling - Occasionally engage with clients to gather requirements for new integration development or provide support during escalations Company Description

Role Description The Product Support Specialist contributes to the success of ALINE by ensuring that ALINE software users are provided with timely support and solutions and reinforcing the company's commitment to an empathy-based customer experience. This role is responsible for resolving complex, specialized, and escalated issues to support a specific functional area or product vertical. - Further classifies, understands, documents, and resolves customer support inquiries. - Provides support, education, and coordination for internal and external users. - Uses the following communication standards and techniques to engage with customers: - Connect: Be lively, be engaging, be human. Something as simple as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we practice the “empathy” that we preach in prospect-centered sales. - Untangle: Seek to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard.” - Resolve: Provide timely, specific solutions. Seek to resolve the core issue at hand, rather than symptoms of the issue, which will likely continue to occur. Help them feel they are valued as a customer. - Maintains responsibility for customer support tickets until they are resolved. - Configures and troubleshoots software solutions according to customer specifications, operating processes/procedures, industry best practices, and project timelines. - Provides recommendations to customers and internal R&D teams to prevent the recurrence of common issues and decrease implementation/support efforts. - Escalates support issues to development teams as needed. - Enters and updates support activities, tickets, and knowledgebase articles in ALINE support portals and communication platforms. - Maintains a working knowledge of relevant functional area best practices and procedures. - Participates in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations. - Provides phone and email support on weekends and after hours as needed/as scheduled. - Obtains a high level of understanding in one or more ALINE product verticals. - Meets or exceeds performance metrics such as ticket resolution time and customer satisfaction. - Maintains a positive and professional demeanor in all customer interactions, representing the company's values and culture effectively. Qualifications - Associates or bachelor’s degree, or proven experience in customer support/service or technical support/software analysis required; 1 (one) to 2 (two) years. - Proficiency in troubleshooting complex software issues. - Familiarity with relational databases and SQL fundamentals. - Strong time management skills. - Tenacity in pursuing problem solving and thinking critically. - Adaptability, willingness to learn, and self-motivated. - Proficiency in MS Office products, especially Outlook, PowerPoint, Word, and Excel. - Empathy, calming presence, and the ability to "read" customers. - Conflict Resolution: Ability to de-escalate and find solutions diplomatically.

Role Description As an Executive Customer Success Manager at Aline, you will play a pivotal role in managing and nurturing a portfolio of 1-3 high-engagement customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, customer training, and industry best practices to deliver exceptional results and drive customer value. Responsibilities - Executive Relationship Ownership - Act as the trusted advisor and main executive point of contact for one to a few strategic customers. - Build deep, multi-threaded relationships across the customer’s C-suite and senior leadership. - Proactively guide the customer’s long-term success strategy, ensuring alignment with their business objectives. - Strategic Partnership and Value Delivery - Co-create multi-year success plans with the customer, tied directly to business outcomes and ROI. - Lead Executive Business Reviews (EBRs/QBRs) with C-level stakeholders. - Position Aline as a critical partner in the customer’s transformation or strategic initiatives. - Partner with cross-functional teams across the customer journey to deliver exceptional customer experiences. - Data-Driven Insights - Monitor health metrics and proactively address risks. - Use data to forecast renewals and provide strategic insights both to the customer and internally. - Internal Leadership & Influence - Serve as the Voice of the Customer (Voc) for strategic customers internally, influencing product roadmap and go-to-market strategies. - Partner with Product, Marketing, and Services to co-develop solutions for complex enterprise needs. - Mentor and guide other CSMs, sharing best practices for executive engagement and strategic/enterprise account management. - Operational Excellence - Partner cross-functionally to deliver flawless execution across onboarding, adoption, support, and renewals. - Create joint success metrics with the customer and track/report progress at the executive level. - Handle escalations with urgency and diplomacy, mobilizing internal executives as needed. Qualifications - 7-10+ years in Customer Success, Account Management, or Strategic Consulting roles. - Proven experience owning executive-level relationships at enterprise customers. - Strong background in navigating complex organizations. - Demonstrated success managing multimillion-dollar ARR accounts. - Executive presence: able to engage and influence CxO stakeholders with confidence. - Experience using a Customer Success Management Platform. - Comprehensive experience with Customer Success best practices. - Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts. - Ability to work in a fast-paced, dynamic environment. - Strong problem-solving skills, with a proactive and solutions-oriented mindset.

We are seeking a Manager of Digital Customer Success and Enablement to lead and scale our customer education and digital customer success programs. This role will be responsible for building scalable strategies that drive product adoption, customer engagement, and long-term value realization across our customer base. The Manager will oversee our customer education initiatives, digital engagement strategy, and product-focused Customer Success SMEs, ensuring customers have the resources, knowledge, and guidance needed to successfully adopt and expand use of our product suite. This role partners closely with Customer Success, Marketing, Product, and Sales to design digital programs and enablement experiences that support customers at scale, particularly across SMB and mid-market segments, while complementing high-touch customer success engagement. Requirements - Customer Education & Enablement - Lead the strategy and execution of our customer education and training programs. - Manage the customer enablement specialist responsible for developing and delivering training content and learning experiences. - Develop scalable education programs including: - On-demand learning - Live and recorded training sessions - Webinars and workshops - Knowledge base content and documentation - Ensure customers can quickly gain product proficiency and realize value across the product suite. - Digital Customer Success Programs - Define and implement a digital customer success strategy to support onboarding, adoption, engagement, and retention at scale. - Build digital lifecycle programs that guide customers through key milestones in the customer journey. - Design scalable touchpoints including: - Automated campaigns - In-app messaging and guidance - Digital check-ins and product updates - Monitor engagement metrics and continuously optimize programs to improve customer outcomes. - Product Adoption & Customer Value - Partner with Product and Customer Success teams to translate product capabilities into adoption programs and educational content. - Drive awareness and usage of new features through targeted digital campaigns and training initiatives. - Develop resources that help customers expand their use of the platform and achieve business outcomes. - Product Subject Matter Experts - Manage a team of product-focused CSMs or subject matter experts who support adoption and customer success across key products. - Ensure SMEs contribute to: - Customer education content - Adoption programs - Internal knowledge sharing - Support for complex product use cases - Partner with Product teams to ensure new releases are supported by clear customer guidance and enablement. - Digital Campaigns & Cross-Functional Collaboration - Collaborate with Marketing to develop targeted digital campaigns that drive product engagement and customer success outcomes. - Work with Customer Success leadership to align digital programs with broader CS strategies. - Partner with Sales and Product teams to ensure consistent messaging and enablement throughout the customer lifecycle. - Customer Retention & Growth - Develop scalable programs designed to improve retention and expansion within SMB and scaled customer segments. - Identify adoption gaps or churn risk signals and implement proactive digital interventions. - Use customer data and product insights to inform education and engagement strategies. Qualifications - 5+ years of experience in Customer Success, Customer Education, Digital Customer Success, or Customer Experience roles - Experience developing customer training or education programs - Experience building or managing digital customer engagement programs - Strong collaboration experience working with Marketing, Product, and Customer Success teams - Data-driven approach to measuring customer engagement and adoption - Experience managing customer enablement teams or product specialists - Background in B2B SaaS or technology platforms - Experience supporting SMB or scaled customer segment - Familiarity with customer success, learning management, or product adoption platforms Success Metrics Success in this role will be measured by: - - Customer product adoption and engagement - Participation and effectiveness of customer education programs - Retention and expansion within SMB and scaled customer segments - Digital program engagement (training completion, campaign performance, feature adoption) - Reduction in time-to-value for new customers

We are seeking a Manager of Digital Customer Success and Enablement to lead and scale our customer education and digital customer success programs. This role will be responsible for building scalable strategies that drive product adoption, customer engagement, and long-term value realization across our customer base. The Manager will oversee our customer education initiatives, digital engagement strategy, and product-focused Customer Success SMEs, ensuring customers have the resources, knowledge, and guidance needed to successfully adopt and expand use of our product suite. This role partners closely with Customer Success, Marketing, Product, and Sales to design digital programs and enablement experiences that support customers at scale, particularly across SMB and mid-market segments, while complementing high-touch customer success engagement. Requirements - Customer Education & Enablement - Lead the strategy and execution of our customer education and training programs. - Manage the customer enablement specialist responsible for developing and delivering training content and learning experiences. - Develop scalable education programs including: - On-demand learning - Live and recorded training sessions - Webinars and workshops - Knowledge base content and documentation - Ensure customers can quickly gain product proficiency and realize value across the product suite. - Digital Customer Success Programs - Define and implement a digital customer success strategy to support onboarding, adoption, engagement, and retention at scale. - Build digital lifecycle programs that guide customers through key milestones in the customer journey. - Design scalable touchpoints including: - Automated campaigns - In-app messaging and guidance - Digital check-ins and product updates - Monitor engagement metrics and continuously optimize programs to improve customer outcomes. - Product Adoption & Customer Value - Partner with Product and Customer Success teams to translate product capabilities into adoption programs and educational content. - Drive awareness and usage of new features through targeted digital campaigns and training initiatives. - Develop resources that help customers expand their use of the platform and achieve business outcomes. - Product Subject Matter Experts - Manage a team of product-focused CSMs or subject matter experts who support adoption and customer success across key products. - Ensure SMEs contribute to: - Customer education content - Adoption programs - Internal knowledge sharing - Support for complex product use cases - Partner with Product teams to ensure new releases are supported by clear customer guidance and enablement. - Digital Campaigns & Cross-Functional Collaboration - Collaborate with Marketing to develop targeted digital campaigns that drive product engagement and customer success outcomes. - Work with Customer Success leadership to align digital programs with broader CS strategies. - Partner with Sales and Product teams to ensure consistent messaging and enablement throughout the customer lifecycle. - Customer Retention & Growth - Develop scalable programs designed to improve retention and expansion within SMB and scaled customer segments. - Identify adoption gaps or churn risk signals and implement proactive digital interventions. - Use customer data and product insights to inform education and engagement strategies. Qualifications - 5+ years of experience in Customer Success, Customer Education, Digital Customer Success, or Customer Experience roles - Experience developing customer training or education programs - Experience building or managing digital customer engagement programs - Strong collaboration experience working with Marketing, Product, and Customer Success teams - Data-driven approach to measuring customer engagement and adoption - Experience managing customer enablement teams or product specialists - Background in B2B SaaS or technology platforms - Experience supporting SMB or scaled customer segment - Familiarity with customer success, learning management, or product adoption platforms Success Metrics Success in this role will be measured by: - - Customer product adoption and engagement - Participation and effectiveness of customer education programs - Retention and expansion within SMB and scaled customer segments - Digital program engagement (training completion, campaign performance, feature adoption) - Reduction in time-to-value for new customers

Aline is the bridge between senior care and technology, built to strengthen connection where it matters most. Our all-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate clearly, and deliver care with heart. That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike. This role leads the strategy and execution of Aline’s digital-first Customer Success model while managing a team of CSMs supporting lower mid-market accounts. The manager is responsible for scaling proactive engagement through tech-touch and hybrid programs, driving adoption, improving retention, and ensuring efficient coverage across a high-volume book of business. This leader will balance automation and personalization, building programs that scale. This role is critical to scaling retention efficiently, ensuring customers get value without requiring high-touch coverage, while creating a clear path to grow customers into higher engagement tiers. Requirements Digital-First Strategy & Execution - Own the rollout and optimization of the digital CS model - Design scalable engagement programs (email, in-app, webinars, campaigns) - Define tech-touch journeys by lifecycle stage (onboarding, adoption, renewal) - Implement triggers and success cycles based on customer behavior and health - Partner cross functionally to automate workflows and reporting - Continuously test and optimize digital programs for impact People Leadership - Manage and coach: - Digital-first CSMs - CSMs supporting lower mid-market accounts - Set performance expectations around: - Retention - Adoption - Renewal execution - Develop team skills in: - Data-driven outreach - Value-based messaging - Scaled engagement best practices - Build career paths for CSMs transitioning between digital and high-touch roles Customer Outcomes - Own retention and expansion performance for: - Digital book of business - Lower mid-market segment - Reduce churn through: - Scaled onboarding programs - Time-to-value accelerators - Lead save motions for at-risk digital accounts - Identify expansion signals within the segment - Operational Excellence - Build segmentation and coverage models - Standardize: - Success Cycles - Success plans (scaled version) - Define engagement SLAs by segment - Cross-Functional Partnership - Sales: - Optimize handoff motions - Partner on expansion opportunities - Marketing: - Scale adoption campaigns - Drive advocacy programs - Product: - Aggregate feedback from digital accounts - Influence roadmap priorities - Support: - Improve deflection - Monitor ticket trends impacting churn - Data & Insights - Own reporting on: - Digital retention - Engagement metrics - Program effectiveness - Adoption trends - Turn insights into: - Program improvements - Coverage adjustments - Save strategies - Success Metrics - Gross retention (digital + mid-market) - Net revenue retention - Adoption rate - Renewal forecast accuracy - Engagement program performance - Cost-to-serve efficiency - Team productivity Qualifications - 5+ years in Customer Success - 2+ years managing CSMs - Experience building or scaling digital CS programs - B2B SaaS experience - Strong operational mindset - Comfortable managing high-volume books of business - Experience with CS platforms and automation Nice to Have - Marketing automation experience - Lifecycle marketing background - Experience with PLG or hybrid CS models - Change management experience

• Own the integration product surface area • Connect integration strategy to product vision—understand how integration capabilities enable or constrain user-facing product goals • Define and evolve the product vision, roadmap, and outcomes for PAA’s integration platform and customer/partner integrations • Identify and prioritize integration work based on customer impact, implementation scale, reliability risk, revenue/retention impact, and engineering effort • Establish and track success metrics (e.g., time-to-integrate, integration reliability/SLA adherence, error rates, throughput/latency, support burden, adoption) • Partner with Client/Implementation teams and customers/partners to deeply understand integration requirements, constraints, timelines, and acceptance criteria • Write clear epics, user stories, and technical requirements that enable Engineering to deliver with minimal ambiguity (data mapping, edge cases, error handling, security, observability, and support workflows) • Define API contracts and integration behaviors in collaboration with engineers (authentication, rate limits, retries, idempotency, schema changes, versioning, and backward compatibility) • Drive execution within an Agile team • Own and continuously refine the product backlog for the Integrations Engineering Scrum team • Lead/enable sprint planning, backlog refinement, and sprint review readiness (ensuring stories are “ready,” dependencies are surfaced, and scope is coherent) • Coordinate cross-team dependencies (Product, DevOps, InfoSec, Data/Analytics, QA, Implementation, Support) • Improve integration patterns and reusability: templates, playbooks, standardized workflows, reference architectures, and documentation • Drive feedback loops from production: analyze incidents, integration failures, customer escalations, and operational pain points; prioritize systemic fixes over repeated one-offs • Partner with engineering leadership to make pragmatic build-vs-buy decisions and minimize long-term maintenance cost

• Develop and report on operational statuses and performance opportunities • Develop presentation materials for client and provider facing teams to utilize • Identify and present actionable insights for cross-departmental team to utilize • Track and analyze key performance indicators across multiple clients • Coordinate with various stakeholders for operational insights needs • Drive routine deliverables as well as numerous ad hoc requests • Other duties as required – we are a thriving, growing, company with a lot of opportunity