Join our Team as Founding Customer Success Lead - Connected Devices (Healthcare) ✨🔬☢️ Radiation Detection Company is hiring a Founding Customer Success Lead to own and execute customer support and success operations for connected electronic devices used in hospital environments. US-Based | Remote-Friendly (Central Time Preferred) | No Travel Required About the Role We are seeking a Founding Customer Success Lead to take ownership of post-sales customer support and success for connected electronic devices deployed in regulated healthcare settings. This role is execution-focused and hands-on. You will be responsible for delivering a reliable, high-quality customer experience by operating against defined service standards, processes, and expectations, while helping ensure those standards are met consistently as usage scales. You will work closely with technical, operations, and leadership teams to support hospital customers and ensure dependable device performance. What You’ll Do - Build and run the day-to-day customer success and support operation for connected devices used in hospital environments - Establish and maintain lean, repeatable workflows for customer support, onboarding, and issue resolution - Serve as the primary post-sales point of contact for hospital customers, managing issues through resolution with clear communication - Provide first-line technical troubleshooting for connected devices and associated software, coordinating escalations as needed - Support customer onboarding by ensuring setup, training, and support handoffs are completed consistently - Own operational follow-through including replacements, returns, and customer requests - Track customer issues and outcomes to identify patterns and improvement opportunities - Communicate customer feedback and recurring issues to internal technical and operations teams Key Skills - Experience building lean, scalable customer success or support processes in a startup or early-stage environment - Customer-facing support experience in healthcare, medical device, or other regulated environments - First-line technical troubleshooting for connected hardware and software products - Strong operational execution, including inbound support management, issue tracking, escalation, and follow-through - Ability to work independently and collaborate effectively with engineering, operations, and leadership in a lean team Preferred Skills (Nice-to-Have) - Experience supporting hospital IT, clinical operations, or medical device customers - Background in hardware-enabled or connected device products - Experience working with distributor- or channel-supported customer models - Familiarity with customer support and CRM tools (e.g., Zendesk, HubSpot, Salesforce) - Prior experience as an early or founding Customer Success hire Soft Skills - Comfortable operating as a generalist, taking on a wide range of customer support, technical, and operational tasks - Highly reliable and detail-oriented, with strong follow-through - Clear, calm communicator in high-stakes or time-sensitive customer situations - Adaptable and effective in startup environments with changing priorities - Strong sense of ownership and accountability for customer outcomes Benefits 💫 - Medical, Dental & Vision Insurance - Voluntary Supplemental Insurance - Generous PTO: 120 Hours your First Year! - Sick time - 13 Holidays - Company Paid Life Insurance & Short-Term Disability - Company Paid Parental Leave - 401K Ready to make an impact? Apply today and help us shape the future of dosimetry & radiation protection! 🚀

• Manage the client relationship and provide best-in-class acquisition and retention strategy across 6+ DTC clients. • Own the email production process end-to-end through initial ideation, handoff to design, email build and scheduling, segmentation, and deployment for designated accounts. • Oversees and ensures cohesion across all channels utilized by clients, building out effective omni-channel strategies. • Oversee the development, launch and continual optimization of any combination of the following retention strategies: subscription, loyalty, referral. • Provide final QA on all team deliverables (email content, segments, send time, briefs, reports). • Evaluate ad hoc, weekly and monthly reporting, and provide analysis and recommendations to clients based on findings. • Work closely with the CRM team to analyze findings, identify trends, share learnings, and recommend new strategies. • Stay current on email best practices and industry standards; continuously recommend new approaches, innovative ideas, and/or technologies to deliver on KPIs. • Coach and mentor direct reports to develop their skills as it relates to account management, communication, client services, and email strategy.

• Drive customer success by ensuring clients achieve their business outcomes through effective Shorthand adoption while serving as a trusted strategic advisor. • Become an expert in using Shorthand. • Establish and revise goals each customer is aiming to achieve with Shorthand, and track progress towards those goals. • Be the go-to person for customer accounts assigned to you, and develop deep relationships with key personnel in your growth accounts. • Educate customers on how to use the platform and quickly help them to understand the value proposition of Shorthand for their business. • Lead co-creation sessions and provide specific story feedback to customers. • Guide and advise all customers as required. • Provide an outstanding customer experience at all times. • Provide feedback on customers, customer experience, performance and outcomes when requested. • Quickly and efficiently answer customer questions, resolve issues or escalate them to the correct person via relevant customer communication platforms daily. • Triage customer communication to the correct person/team when required. • Handle basic account admin for customers and ensure all customer data is up-to-date. • Run webinars and demos, and record/edit short tutorial videos. • Assist with creating or maintaining training materials and resources, guided by your direct customer interaction and experience. • Identify and escalate customer growth opportunities to Sales. • Collaborate daily with colleagues in Customer Success, Sales, Growth & Marketing, Engineering, Technical Support and Finance. • Report bugs and potential platform improvements. • Use relevant tools for daily customer interactions, light data analysis and administrative duties (including but not limited to Front, Elevio, Pipedrive, Chargebee, Notion, Linear, Shorthand Community).

• Serve as the main point of contact, owning the client relationship from insertion order receipt to campaign completion with an end-goal of client growth and retention • Educate clients on how native advertising and the Nativo platform can contribute to campaign success, business goals and overall digital strategy • Partner with Sales to retain and grow accounts, strategizing on upsell and incremental tactics • Manage the campaign-launch process (IO processing, asset collection, content creation and third-party tag implementation) and client relationships • Work cross-functionally with Content, Campaign Operations, and Analytics to deliver custom solutions, optimizations, and rich analyses to clients • Assemble and present post-campaign reports, articulating the data story into actionable insights and future recommendations • Assist with the development of strategy of pre-sale plans for renewal accounts • Accurately identify, replicate, and document product and process enhancements • Develop a thorough understanding of internal process, team member responsibilities, and internal timelines so services can be accurately and effectively given to clients