Customer Success Lead

S27a; San Francisco (CA); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Health benefits

Generous PTO

Mission-driven work

Dynamic team

SF office with hybrid flexibility

Job summary

Alethios is expanding its customer success function. You will own study startup, go-live, and study operations, working directly with researchers and sponsors to launch and run studies. You’ll build automated dashboards and templated onboarding to scale five to ten studies per month and beyond, while shaping product direction with client feedback.

The role emphasizes relationship management, tool-building, follow-through, and a data-driven, creative approach to making studies successful.

Qualifications

• You’ve built workflows, automations, or internal tools.
• You’re health-focused with data analysis or a clinical/research background.
• You prepare for every meeting: clients notice, and so do we.
• You’re organized under pressure: multiple concurrent studies won’t rattle you.
• You’re creative: when the obvious process doesn’t fit, you invent one that does.

Responsibilities

• Run study kickoff and onboarding: input on protocol digitization and study decentralization.
• Monitor study health: enrollment pacing, participant compliance, data flow from surveys and wearables.
• Own the client communication cadence: status updates, mid-study check-ins, results walkthroughs. Build the systems that generate these updates.
• Coordinate with our distribution team on kit timing, client product receipt, and participant mailing.
• Drive renewals and expansion: a great first study should become a second.
• Build the machine: automated study-health dashboards, templated onboarding flows, self-serve client resources, AI-assisted reporting.
• Be the voice of the customer to engineering: feed pain points and patterns back into the product roadmap

Skills

Product-minded

Health-focused

Organized under pressure

Creative

AI tooling

Relationship management

Tools

HubSpot

Intercom

IRB submission tools

Job description

About Alethios

Alethios is a decentralized health research platform. We give researchers one place to build a protocol, manage participants, and integrate wearables and surveys, in real-time, so they can go from formulation to validation without the friction of traditional, site-based research. We're a mission-driven company, focused on lowering the barriers to human health research for both researchers and participants. And we're growing quickly: more studies, more researchers, more categories, every month.

We're looking for someone who cares about human health, sweats the details, builds things, and wants to be at a mission-driven company. This is the first hire in this function. You'll define what customer success means at Alethios, reporting directly to the CEO and working closely with Business Operations and Engineering.

The role

You’ll own customer success end to end: study startup, go-live, and study ops. Day-to-day, that means working directly with researchers and sponsors to get their studies launched and run well.

The bigger opportunity is what you build while doing it. We launch 5 to 10 studies a month and that number is growing fast. The tools you create, such as automated study-health monitoring, templated onboarding, or AI-assisted client reporting, are what will take it substantially higher without growing the team. The best people here make themselves more leveraged every month, and this role is designed for that.

The work comes down to four things: relationship management, tool building, excellent follow-through, and both an instinct and an analytic approach for what makes a great study.

What you’ll do

• Run study kickoff and onboarding: offer input on protocol digitization and study decentralization

• Monitor study health: enrollment pacing, participant compliance, data flow from surveys and wearables

• Own the client communication cadence: status updates, mid-study check-ins, results walkthroughs. Build the systems that generate these updates

• Coordinate with our distribution team on kit timing, client product receipt, and participant mailing

• Drive renewals and expansion: a great first study should become a second

• Build the machine: automated study-health dashboards, templated onboarding flows, self-serve client resources, AI-assisted reporting

• Be the voice of the customer to engineering: feed pain points and patterns back into the product roadmap

Who you are

• You're product-minded: you've built workflows, automations, or internal tools, and you reach for AI tooling by default

• You're health-focused, with either a serious hunger to learn and analyze data or a clinical/research background

• You prepare for every meeting: clients notice, and so do we

• You're organized under pressure: multiple concurrent studies won't rattle you

• You're creative: when the obvious process doesn't fit, you invent one that does

Nice to have

• Clinical credentials or a health sciences background

• Experience at an early-stage company where you built the function rather than inherited it

• Familiarity with HubSpot, Intercom, or IRB submission tools

Benefits

We want our team to feel supported, in work and in life. Alethios offers:

• Competitive compensation including equity that reflects the value and impact you bring from day one

• Health benefits: we cover 100% of healthcare and dental plan premiums for employees

• Generous PTO so you can recharge fully and show up at your best

• Mission-driven work that directly lowers barriers to evidence generation and makes research more accessible

• A dynamic team: small and collaborative, where every voice matters and cross-disciplinary thinking shapes the product daily

• SF office with flexibility: this role is hybrid out of our San Francisco office