• Establish and execute an engagement strategy, achieving total program adoption by districts, schools, teachers, students, and parents • Implement Program and Project Management framework to laterally manage cross-functional teams supporting your assigned program • Develop, manage, and coordinate internal processes to ensure that all deliverables meet designated partner needs, and are cohesive/consistent with goals and objectives • Understand overall business priorities of each partner related to your assigned program to ensure services the partners receive are aligned to the intended vision • Oversee all relative program activities including internal and external meetings, events, and classroom sessions • Lead program expansion efforts in collaboration with the sales team • Fluently understand all aspects of Goalsetter products and services, with the ability to support and execute various program deliverables that may include technical implementation or professional development • Manage all partner program results and reporting • Manage program strategy and provide proactive recommendations based on management of process to continually monitor/analyze results • Manage weekly partner meetings, responding promptly to partner communications • Gather and share partner feedback to improve Goalsetter’s product and services

• Own customer onboarding and activation: Lead new customers through implementation, configuring Carla for their business, integrating with their rental management system, setting up the knowledge base, transfer rules, opening hours, and greeting flows. • Train customer teams on the Carla AI dashboard, analytics, call review, and configuration tools so they can self serve day to day. • Define and track activation milestones to ensure every customer reaches first value quickly: calls answered, bookings created, time saved. • Build and refine repeatable onboarding playbooks, documentation, and training materials as the customer base grows. • Own the ongoing customer relationship post onboarding: regular check ins, business reviews, and proactive outreach based on usage and performance data. • Monitor customer health metrics such as call volume, booking conversion, feature adoption, and dashboard engagement to spot risks early and act on them. • Manage renewals and ensure customers continue to see value as their business and Carla’s capabilities evolve. • Handle escalations with empathy and urgency, coordinating with Product and Engineering to resolve issues and close the loop with the customer. • Spot opportunities to expand usage within existing accounts: additional locations, higher tier plans, new features, or broader use cases. • Share structured customer feedback with Product and leadership to inform roadmap priorities, packaging decisions, and new vertical exploration. • Collaborate with Sales and Partnerships to support case studies, references, and customer stories that fuel new business growth. • Establish the foundations of the customer success operation: health scoring, onboarding workflows, renewal tracking, and escalation processes. • Maintain accurate customer records, notes, and lifecycle data in CRM (HubSpot). • Contribute to building a knowledge base of best practices, FAQs, and self service resources for customers.

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world. Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office. Join our Customer Success team, where we partner with hospitals to make a real impact on patient care by improving bed allocation and streamlining the patient journey. We’re focused on driving meaningful change that boosts efficiency, ensuring patients get the right care at the right time without unnecessary delays. In this role, you will serve as the main point of contact for a portfolio of customers, ensuring they successfully utilize our platform to achieve their business goals and improve core metrics. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board! WHAT YOU'LL DO - Lead customer implementations of our products through workflow discovery, workflow design, and change management, introducing supplemental workflows that extend existing implementations to deliver incremental impact and value at go-live - Help customers prioritize and design new workflows while optimizing existing workflows - Work with the Customer Success team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used - Monitor usage data (within the product) and proactively reach out to your customers to encourage deeper product engagement, validate that the product is working well, and operational outcomes are being recognized - Design and execute ongoing training programs to support product feature adoption and evolving customer workflows - Ensure support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution - Build long-term relationships with key stakeholders across your customer portfolio by defining success metrics, track progress, and ensure ROI - Manage account program plans to ensure an organized approach across all customer activity while driving prioritized efforts and removing barriers to stay on schedule - Conduct regular business reviews with executive leadership to assess progress toward goals, gather feedback, and identify opportunities for expanding platform value - Support cross functional success by surfacing customer feedback to influence roadmap decisions, produce case studies with marketing, and promote user community sessions WHAT YOU'LL BRING - Bachelor's degree or equivalent years of related experience - A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful - Healthcare background in operations management or patient flow - 3+ years of experience working on healthcare products / working with hospitals - 2+ years of professional experience in a client - or customer-facing role such as management consulting, implementation management, or customer success - Excellent strategic and organizational agility - Analytical thinking, strong communication and presentation skills - Willingness to travel 25-50% of the time BONUS POINT IF YOU HAVE - Graduate degree from one of the following programs: MHA, MPH, MHSA, MBA, MS, or MSN with a focus in health informatics - Lean or Six Sigma training utilizing models like A3, DMAIC, or PDCA WHAT YOU'LL GET - Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives! - Competitive compensation package that includes base salary, target bonus, and stock options - 401(k) Match - Comprehensive healthcare benefits - Generous Paid Time Off and Parental Leave - Monthly reimbursement for Skill Building - Monthly reimbursement for Wellness, Transportation, and/or Home Office - Education Reimbursement for select courses/programs $90,000 - $125,000 a year LeanTaaS takes a market-based approach to pay. The offered base salary will reflect careful consideration of a number of factors, including the level you are hired into, your location, skills and qualifications, prior relevant experience, internal equity, and market conditions. This range may be modified in the future. Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position. LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to accommodations@leantaas.com. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law. Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.

About Valsoft Valsoft builds and scales vertical market software companies. We partner with strong teams, invest for the long term, and run disciplined operating systems to drive sustainable growth across our portfolio. About Carla AI Carla AI is an AI powered voice agent that handles inbound calls, takes reservations, processes payments, and delivers 24/7 customer support, all without human intervention. When a situation requires a human touch, Carla seamlessly transfers the call with full context. Carla was purpose built for the rental industry, starting with car rental operators across North America. Our platform integrates directly with rental management systems, giving operators instant call answering, real time availability checks, automated booking workflows, and a live performance dashboard. We are now establishing Carla AI as an independent business unit with its own leadership team, with ambitions to expand into the broader rental and services verticals. This is a ground floor opportunity to join a product that already works, at the moment it begins to scale. The Opportunity We’re hiring a Customer Success Manager to own onboarding, adoption, and retention for Carla AI’s growing customer base. This is a hands on role for someone who enjoys working directly with customers, understands how operators run their day to day business, and can turn a new sign up into a long term, high value relationship. You’ll be responsible for taking customers from contract signed through to fully operational: configuring Carla for their business, training their teams on the dashboard and knowledge base, monitoring adoption, and ensuring they see measurable value from the product. Once live, you’ll own the ongoing relationship, driving retention, identifying expansion opportunities, and acting as the customer’s voice back into the business. You’ll work closely with the CEO of Carla AI and cross functional stakeholders across Sales, Product, Engineering, and Partnerships. As one of the first customer facing hires, you’ll have a direct hand in shaping the onboarding playbook, defining what great looks like for customer health, and building the success function from the ground up. What You’ll Do Own customer onboarding and activation •       Lead new customers through implementation: configuring Carla for their business, integrating with their rental management system, setting up the knowledge base, transfer rules, opening hours, and greeting flows. •       Train customer teams on the Carla AI dashboard, analytics, call review, and configuration tools so they can self serve day to day. •       Define and track activation milestones to ensure every customer reaches first value quickly: calls answered, bookings created, time saved. •       Build and refine repeatable onboarding playbooks, documentation, and training materials as the customer base grows. Drive retention and customer health •       Own the ongoing customer relationship post onboarding: regular check ins, business reviews, and proactive outreach based on usage and performance data. •       Monitor customer health metrics such as call volume, booking conversion, feature adoption, and dashboard engagement to spot risks early and act on them. •       Manage renewals and ensure customers continue to see value as their business and Carla’s capabilities evolve. •       Handle escalations with empathy and urgency, coordinating with Product and Engineering to resolve issues and close the loop with the customer. Identify growth and expansion opportunities •       Spot opportunities to expand usage within existing accounts: additional locations, higher tier plans, new features, or broader use cases. •       Share structured customer feedback with Product and leadership to inform roadmap priorities, packaging decisions, and new vertical exploration. •       Collaborate with Sales and Partnerships to support case studies, references, and customer stories that fuel new business growth. Build the success function •       Establish the foundations of the customer success operation: health scoring, onboarding workflows, renewal tracking, and escalation processes. •       Maintain accurate customer records, notes, and lifecycle data in CRM (HubSpot). •       Contribute to building a knowledge base of best practices, FAQs, and self service resources for customers. What Success Looks Like In the first 90 days •       You’ve onboarded your first cohort of customers and they are live, with Carla answering calls and creating bookings. •       A repeatable onboarding playbook is documented and being refined based on real customer feedback. •       Customer health tracking is in place and you have clear visibility into adoption and engagement across your accounts. •       You’ve built trusted relationships with early customers and are their go to contact for anything Carla related. In 6 to 12 months •       Customer retention is strong: the majority of customers onboarded are renewing and actively using the product. •       Onboarding time to value has improved measurably through playbook iteration and process refinement. •       You’ve identified and supported expansion within existing accounts, contributing to revenue growth beyond initial contracts. •       Customer feedback loops are producing actionable insights that are influencing product and go to market decisions. •       The customer success function has clear processes, health metrics, and documentation that could support scaling the team. What We’re Looking For Required •       2 to 4 years of experience in customer success, account management, or implementation within B2B SaaS. •       Demonstrated ability to onboard and retain customers, with a track record of driving adoption and reducing churn. •       Strong project management instincts: comfortable managing multiple customer implementations and timelines simultaneously. •       Excellent communication skills, both written and verbal, with the ability to train, present, and build trust with operators who are not necessarily technical. •       Proactive and empathetic: you anticipate customer needs rather than waiting for escalations. •       Comfortable working with data to monitor customer health, spot trends, and inform decisions. •       CRM experience (HubSpot, Salesforce, or equivalent). •       Self motivated, detail oriented, and comfortable working autonomously in a fast paced, evolving environment. Preferred •       Experience in the rental industry (car rental, equipment rental, fleet management) or adjacent verticals such as automotive, travel tech, or mobility is a strong plus. •       Experience onboarding customers onto AI, automation, or voice/conversational technology products. •       Experience building or materially improving customer success processes, playbooks, or health scoring from scratch. •       Familiarity with SaaS products and API based integrations, enough to guide customers through configuration without needing engineering support for every question. •       Startup or early stage SaaS experience where you had to build the function, not just run it. Why Join •       Be the first dedicated customer success hire for an AI product that customers can see and hear working from day one. •       Ground floor opportunity: shape the entire post sale experience as the business establishes its own leadership team and scales its customer base. •       Direct influence on onboarding design, customer health frameworks, and product direction through the feedback you bring back from the field. •       Work with a product that delivers immediate, measurable value to operators: every call answered, every booking captured, every minute saved. •       Backed by Valsoft / Aspire Software, combining the stability of a global portfolio with the pace and ownership of a startup. •       Competitive compensation and strong growth potential as the customer success function scales.  #AspireSoftware #CarlaAI