Customer Success Manager (BCBA Preferred)

📌 ABOUT ALPACA HEALTH Alpaca Health is a business-in-a-box for autism care providers to launch, run, and grow independent practices. We help clinicians get in-network with insurance, find their first caseload of clients, and eliminate admin overhead with an AI-powered EHR. We believe the future of healthcare should be led by clinicians, not corporations, and are dedicated to helping clinicians become owners. We're growing fast, 30% MoM, and we're just getting started. Our top priority is helping clinician-entrepreneurs and families connect and thrive. Today, we operate in Texas and Colorado, but we’re excited to open up 4 more states in 2026. We’ve raised $12M+ from leading VCs including Core Innovation Capital, Adverb Ventures and South Park Commons. 🎯 ROLE: CUSTOMER SUCCESS MANAGER We are hiring a Customer Success Manager to help autism care practices succeed on the Alpaca platform. This role goes far beyond traditional customer success. It is about helping providers grow sustainable, high-quality, and revenue-generating practices. You will work closely with clinicians and practice owners to strengthen operations, decrease time-to-intake, and deliver higher-quality outcomes to more families. You will act as a trusted advisor, operator, and growth partner. This is a high-ownership role with direct impact on provider outcomes and company performance. WHAT YOU’LL DO ACT AS A STRATEGIC ADVISOR TO PROVIDERS • Build trusted relationships with clinicians and practice owners. • Diagnose practice challenges and develop actionable growth plans. • Track performance metrics and ensure providers are progressing toward goals. • Share best practices across the network to improve clinical and business outcomes. IMPROVE PRODUCT ADOPTION AND OPERATIONAL EXCELLENCE • Help providers use Alpaca’s tools effectively to run their practice. • Surface workflow issues and collaborate with Product and Operations to improve systems. • Translate real-world provider feedback into scalable playbooks and process improvements. OWN OUTCOMES, NOT JUST ACTIVITY • Measure success through provider growth, retention, and revenue performance. • Prioritize high-impact work rather than routine check-ins or reactive support. • Step into ambiguous situations and move them forward with urgency and structure. DRIVE PRACTICE GROWTH AND REVENUE OUTCOMES • Partner with clinicians to understand weekly billable hours and optimize utilization, scheduling, cancellations, etc. • Identify operational bottlenecks across intake, scheduling, authorizations, documentation, and billing. • Support providers in hiring, staffing planning, and scaling their services responsibly. 🧠 WHO WE’RE LOOKING FOR • Work incredibly hard. As a startup, the hours stretch beyond the traditional 9-5, especially as an organization that supports practices across time zones (including Hawaii) • Think like owners and care deeply about real outcomes. • Are comfortable working in fast-moving, high-accountability environments. • Can turn messy operational realities into structured plans. • Communicate clearly and build trust quickly. • Are data-driven and comfortable working with performance metrics. • Are ambitious and excited to grow into leadership roles as the company scales. NYC-based candidates preferred, but we are open to remote / hybrid candidates. 🚀 WHY JOIN • Direct impact on families and clinicians from day one. • Real ownership over provider growth and network performance. • Exposure to company-building across product, operations, and go-to-market. • Fast learning curve and strong leadership growth opportunities. COMPENSATION 💵 Competitive salary 📈 Meaningful equity 🏥 Health benefits 🏖️ Flexible PTO