Example Company
Software engineer
- Location
- San Francisco
- Type
- Full time
- Compensation
- $150k-$200k
- Posted
- 2 days ago
Join a team building useful software. Work closely with engineering and design to turn new ideas into products.
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Customer Success & Implementation Lead
- Location
- Los Angeles
- Posted
- 3MO AGO
About the role
Customer Success & Implementation Lead
Greater Los Angeles Area, California
Hybrid, with regular travel to customer and pilot sites
Full-time preferred; contract-to-hire considered
Own the operational success of our home care agency and family deployments across Greater Los Angeles — implementation, onboarding, training, support, and pilot evaluation.
About Care Mojo
Care Mojo is building privacy-first, AI-enabled technology to support older adults and individuals with dementia living at home. Our system combines a wearable device, in-home location technology, and edge AI to help families and care providers better understand safety risks, daily routines, and changing care needs.
We work with home care agencies, care professionals, and families to improve visibility between caregiver visits, strengthen family confidence, and support more proactive and personalized care.
As we expand pilot deployments with home care organizations in Southern California, we are looking for a hands-on Customer Success & Implementation Lead to ensure every deployment is well planned, well supported, and positioned for long-term success.
The Role
The Customer Success & Implementation Lead will own the operational success of Care Mojo's agency and family deployments in the Greater Los Angeles area.
This is not a traditional desk-based SaaS customer success role. You will work directly with agency leaders, care managers, caregivers, older adults, and family members to coordinate onboarding, training, device installation, ongoing support, and pilot evaluation.
You will serve as the primary bridge between customers and Care Mojo's product, engineering, clinical, and leadership teams. Your goal will be to make deployments easy for customers, identify issues early, document repeatable processes, and help successful pilots convert into ongoing commercial partnerships.
Key Responsibilities
Customer and Pilot Implementation
- Lead end-to-end implementation for home care agency pilots and customer deployments.
- Develop implementation plans, timelines, responsibilities, and success criteria with each partner.
- Coordinate participant and family selection, onboarding, consent, device setup, training, and launch.
- Conduct onsite visits throughout the Greater Los Angeles area as needed.
- Ensure devices, accounts, applications, and workflows are properly configured before deployment.
- Manage implementation checklists, deployment documentation, inventory, and site readiness.
Customer Success and Relationship Management
- Serve as the primary point of contact for agency administrators, care managers, caregivers, and participating families.
- Build strong working relationships with customer stakeholders at multiple levels.
- Conduct regular customer check-ins, implementation reviews, and pilot progress meetings.
- Help customers understand and use Care Mojo insights within their existing care workflows.
- Identify adoption barriers, operational concerns, and opportunities for broader deployment.
- Support pilot renewal, paid conversion, and account expansion in coordination with company leadership.
Training and Adoption
- Deliver onboarding and training for agency staff, caregivers, and families.
- Develop practical training materials, FAQs, onboarding guides, and support resources.
- Observe how customers use the product and recommend improvements to workflows and training.
- Reinforce appropriate use of alerts, summaries, device procedures, and privacy controls.
- Track engagement and adoption across participating agencies and households.
Support and Issue Resolution
- Triage customer questions and deployment issues, including device, connectivity, application, and workflow concerns.
- Coordinate with product, engineering, and hardware teams to resolve issues efficiently.
- Maintain clear records of customer issues, root causes, resolutions, and follow-up actions.
- Identify recurring problems and help create scalable support and escalation processes.
- Communicate clearly and calmly with families and care professionals when issues arise.
Outcomes and Process Development
- Track implementation milestones, product adoption, customer satisfaction, and agreed pilot outcomes.
- Support the collection of qualitative and quantitative feedback from agencies, caregivers, and families.
- Prepare pilot progress reports, customer summaries, and implementation findings.
- Translate customer feedback into clear product and operational recommendations.
- Build repeatable implementation playbooks, SOPs, templates, and customer success processes as Care Mojo grows.
Qualifications
- 4+ years of experience in customer success, healthcare implementation, care operations, account management, or a related field.
- Experience working with home care, home health, senior living, aging services, healthcare technology, or another care delivery environment.
- Demonstrated ability to manage implementations involving multiple stakeholders and operational dependencies.
- Strong interpersonal skills and comfort communicating with executives, care professionals, caregivers, older adults, and family members.
- Highly organized and able to manage multiple pilots, timelines, and customer relationships simultaneously.
- Comfortable troubleshooting technology and explaining technical concepts to nontechnical users.
- Strong written communication and documentation skills.
- Willingness and ability to travel regularly throughout the Greater Los Angeles area.
- Ability to work independently in a fast-moving early-stage company.
Preferred Qualifications
- Experience implementing hardware-enabled, remote monitoring, care management, or aging-related technology.
- Direct experience working with home care agencies or franchise organizations.
- Familiarity with dementia care, family caregiving, or older adult services.
- Experience building implementation playbooks, training programs, and customer support processes from the ground up.
- Experience supporting pilot evaluation, customer renewals, or account expansion.
- Spanish, Mandarin, Cantonese, Korean, or another language commonly spoken by Southern California families is a plus.
What Success Looks Like
Within the first six months, you will have:
- Successfully launched and supported multiple agency and family deployments.
- Built trusted relationships with Care Mojo's Southern California partners.
- Established a consistent onboarding, training, and support process.
- Improved pilot participation, product adoption, and customer satisfaction.
- Created repeatable implementation documentation and escalation procedures.
- Helped convert successful pilot relationships into paid or expanded partnerships.
Working at Care Mojo
This role is suited for someone who enjoys working directly with customers, solving practical problems, and creating structure in an early-stage environment. You should be comfortable moving between an agency leadership meeting, a family onboarding session, an onsite device deployment, and an internal product discussion.
You will have significant ownership over how Care Mojo serves its customers and scales its implementation model.
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