Customer Success Manager

Alpaca Health•New York, NY

13d•Onsite

About The Position

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. 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. The reality is - in order to run an ethical ABA practice, clinicians and, by extension, Alpaca need to understand the financials of the practice. 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.

Requirements

A BCBA who wants to move into a growth, operations, or business leadership role.
An operator with experience in ABA, behavioral health, healthcare practice management, or provider networks.
A high-ownership generalist from consulting, startup operations, or healthcare strategy who is excited to work directly with clinicians.

Nice To Haves

Work incredibly hard - this is not a 9-5, we expect team members to focus on getting the outcomes, regardless of the hours it requires. Typically, team members are in the office from 9:30 to 7:30 on weekdays with weekends as time for deep work and preparing for the week ahead.
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. We work primarily in person.

Responsibilities

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.