Client Success & Implementation Lead - Equity & Impact

Sarah Smith Fund; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Equity in early-stage company

Job summary

Soulside AI is seeking a detail-oriented Client Success role to own day-to-day client portfolio operations, drive implementations, and deliver trainings for behavioral health organizations. You will triage support, coordinate with engineering, and build scalable processes as the company scales.

You will work directly with the Director of Client Success and have a path to shape the CS function in an early-stage health tech company focused on AI-driven behavioral health solutions.

Qualifications

• 4+ years in healthcare implementation, customer success, EHR support, or clinical operations.
• Hands-on experience with a major EHR platform; quick learner.
• Strong understanding of clinical workflows in behavioral health.
• Working knowledge of HIPAA.
• Experience running trainings and supporting non-technical end users with patience and clarity.
• Exceptional written communication: clear, thorough, screenshot-friendly support responses.
• Self-directed and organized: can run multiple implementations and a ticket queue simultaneously.

Responsibilities

• Account ownership: Own a book of 6-8 accounts end to end; weekly touchpoints; renewals readiness; first client call.
• Maintain the single source of truth for what was promised to whom and by when, across clients and internal teams.
• Draft and send client communications, escalating strategic or sensitive threads to the Director.
• Implementation and training: Run implementation logistics for new client launches; kickoff scheduling; workflow mapping; template intake; go-live coordination.
• Deliver training to clinicians, supervisors, and admin staff, and drive adoption from first login through steady-state usage.
• Track each launch against milestones so go-lives are measured, not assumed.
• Support and triage: Own first-line triage of client-reported issues; reproduce, document with screenshots, prioritize, and route to engineering.
• Follow escalations to closure and communicate status back to clients proactively.
• Identify recurring issues and turn them into process fixes, documentation, or product feedback.
• Operations and documentation: Own recurring client deliverables (e.g., weekly schedule uploads and data hygiene tasks).
• Build and maintain SOPs, training materials, knowledge base articles, and quick-reference guides.
• Keep account status current so anyone in the company can see where every client stands in ninety seconds.

Skills

Healthcare CS

EHR platforms

HIPAA

Training experience

Written communication

Self-directed

Tools

Zendesk

Intercom

Job description

Soulside AI is seeking a detail-oriented Client Success role to own day-to-day client portfolio operations, drive implementations, and deliver trainings for behavioral health organizations. You will triage support, coordinate with engineering, and build scalable processes as the company scales.

You will work directly with the Director of Client Success and have a path to shape the CS function in an early-stage health tech company focused on AI-driven behavioral health solutions.