Customer Experience Partner (US, Remote)

We are seeking a Customer Experience Partner (CEP) to guide the implementation, adoption, and ongoing success of Eleos across our Commercial customer segment. As the primary post-sale point of contact, you will ensure customers onboard effectively, achieve measurable value, and maintain long-term, successful partnerships.

Reporting to the Customer Experience Team Lead, you will blend technical guidance, customer engagement, and proactive success planning to drive quick time to value and sustained outcomes. You will help customers adopt Eleos deeply, understand their workflows and goals, and partner internally to ensure a seamless, high-quality experience throughout the customer lifecycle.

You are a customer-focused, detail-oriented professional who thrives at balancing relationships, technical understanding, and process excellence. You enjoy helping customers navigate new technology, translating insights into action, and supporting users at all levels—from frontline clinicians to operational leaders.

You are comfortable guiding onboarding, interpreting data to spot risks and opportunities, managing multiple accounts simultaneously, and collaborating with cross-functional teams. You value clarity, consistency, and proactive communication, and take pride in ensuring your customers succeed.

• Lead customer technical configurations with a focus on speed, clarity, and effective adoption.
• Configure customer environments, guide administrators, and ensure technical readiness.
• Deliver product overviews, workflow recommendations, and best practices.

• Serve as the primary customer contact for onboarding, value delivery, and ongoing partnership.
• Manage the full post-sale lifecycle for your Commercial account portfolio, using a blend of personalized human touchpoints and scalable digital-touch tools to support customer success.
• Build strong relationships with day-to-day users and operational leaders.
• Understand each customer’s goals, workflows, and success metrics to tailor recommendations and guidance.
  

• Monitor usage patterns and customer health to proactively identify risks or opportunities.
• Use data and insights to recommend workflow improvements and feature adoption.
• Provide strategic check-ins to reinforce value and drive customer outcomes.
• Collaborate with the Customer Academy to support customer training and enablement.
  

• Partner with Account Managers on renewal preparation and expansion opportunities.
• Share customer insights and product feedback with internal teams to influence improvements.
• Support process optimization and scalability initiatives within Customer Experience.
  

• Maintain accurate account records, implementation plans, and customer notes.
• Track progress toward customer goals and internal KPIs.
• Follow operational processes to ensure consistent, high-quality customer delivery.
  

• 3+ years of experience in Customer Success, Implementation, Account Management, or another customer-facing role in a Saas environment. 
• Experience supporting a dynamic book of business of Commercial customers while driving strong customer outcomes.
• Ability to communicate clearly and build trusted customer relationships.
• Comfortable simplifying technical concepts for non-technical users.
• Strong organizational skills and ability to manage multiple projects simultaneously.
• Analytical mindset with the ability to translate data into actionable insights.
• Experience with healthcare workflows or health tech environments preferred.
• Previous exposure to deployment, configuration, or product training activities.
• Strong technical configuration acumen including experience with HTML/CSS, JSON, XML
• Ability to travel up to 20% 

• Customers achieve value quickly and sustain strong adoption over time.
• High customer satisfaction and consistently positive feedback.
• Clear, proactive communication with customers and internal partners.
• Accurate documentation and reliable, process-driven execution.
• Strong renewal outcomes and low churn within your account portfolio.

This is a unique opportunity to join a startup that has a meaningful impact on thousands' well-being and mental health.
We have:

• A product that positively impacts people's lives every single day.
• A team of amazing people with a shared vision and the infinite drive to make it happen
• The base pay range for this position is $100,000-130,000 per year. The determination of what a specific employee in this job classification is paid depends on several factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location.
• In addition to your compensation, we offer wide and generous health benefits, significant equity and 401(k) plans matched to 4%
• Flexible PTO + Additional mental health days off you can take any given moment simply because you need them.
• Fully remote work environment
• Opportunity to build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy.