Customer AI Strategy & Success Lead – SMB

Arya Health•New York, NY

About The Position

As the Customer AI Strategy & Success Lead – SMB, you'll own relationships with Arya's small and mid-sized healthcare customers. You will act as a true partner to help them implement, adopt, and scale AI-powered workflows across their organizations. This role involves working directly with operators, office managers, recruiters, schedulers, administrators, and healthcare leadership teams to deploy AI agents into real operational workflows. You will help customers redesign inefficient processes, improve adoption, solve implementation challenges, and drive measurable operational outcomes. This position operates at the intersection of customer success, implementation, operations, and AI strategy, helping healthcare organizations modernize their operations while serving as a key customer advocate within Arya.

Requirements

5+ years of experience in Customer Success, Implementation, Operations, Consulting, or Account Management roles within SaaS, healthtech, healthcare operations, or related industries.
Experience managing multiple customer accounts simultaneously in fast-moving environments.
Strong operational mindset with the ability to identify inefficiencies and improve workflows.
Comfort working directly with customers during onboarding, implementations, issue resolution, and operational escalations.
Excellent communication skills across both technical and non-technical stakeholders.
Strong organizational skills and ability to prioritize effectively across multiple active customers and projects.
Curiosity about AI, automation, and the future of digital labor in healthcare.
Comfort operating in ambiguity, startup environments, and rapidly evolving processes.
Customer judgment - You know how to build trust while still managing expectations clearly and honestly. You can operate with empathy while maintaining operational discipline.
Technical credibility - You're comfortable discussing integrations, workflows, data, implementation issues, and operational systems. You do not need to be an engineer, but you are comfortable getting into the details.
Ownership orientation - You proactively solve problems, push initiatives forward, and think beyond your immediate tasks. You care deeply about outcomes and customer impact.

Responsibilities

Serve as the primary strategic and operational partner for SMB and mid-market healthcare customers.
Own customer onboarding, implementation coordination, adoption, retention, and long-term success.
Help customers map operational pain points into scalable AI-driven workflows.
Partner closely with Deployment, Product, and Engineering to ensure successful rollouts and fast issue resolution.
Run customer success meetings, implementation reviews, workflow discussions, and operational check-ins.
Track customer health, adoption metrics, workflow performance, and operational ROI.
Identify opportunities for expansion, deeper product adoption, and additional automation use cases.
Build playbooks, implementation frameworks, and operational best practices that improve scalability across the customer base.
Act as the voice of the customer internally by surfacing recurring pain points, product gaps, and workflow insights.
Support customers through ambiguity, operational change, and process redesign as they adopt AI systems into their organizations.