Deployment Strategist, Scaled (Customer Success)

Zingage•New York City, NY

3d•Onsite

About The Position

Zingage is building the operating layer for home care agencies, streamlining processes like intake, scheduling, care coordination, compliance, and patient engagement. The Scaled Deployment Strategist role involves owning the deployment rhythm, customer adoption, executive communication, Quarterly Business Reviews (QBRs), triage, expansion signals, and developing the playbook for faster rollouts across a portfolio of 30-50+ home care agencies. This role offers significant domain expertise compounding and a direct path to Enterprise DS roles. The FDE (Field Deployment Engineer) handles the technical build, while the Deployment Strategist focuses on the overall deployment success and customer adoption.

Requirements

Experience running end-to-end onboardings, including holding go-live dates, training frontline teams, and driving accounts through adoption.
Proven ability to manage change management for workflow adoption.
Skill in eliciting accurate customer information, recognizing the difference between initial statements and actual operational realities.
Experience managing multiple customer engagements simultaneously and proactively tracking their status.
Ability to set priorities and act without waiting for escalations.
Experience delivering QBRs, training frontline staff, and handling escalations within the same week.
Demonstrated pattern recognition skills to identify recurring customer friction points and feed them back to Product.
1-3 years in implementation, onboarding, or customer success at a SaaS company.
Strong written communication skills.
Technical comfort to handle basic product questions without immediate escalation to engineering.
Must be NYC-based.
Willingness to travel 10-20%.

Responsibilities

Take agencies from signed contract to live on Zingage's AI workflows, including running kickoffs, coordinating configuration with engineering, training end-users and managers, and holding the launch date.
Own the weekly working rhythm across the portfolio, setting agendas, tracking action items, and ensuring concurrent deployments progress without neglecting quieter accounts.
Drive adoption past go-live by monitoring account health, identifying workflow usage gaps, and intervening to prevent churn.
Deliver QBRs and executive check-ins, presenting results to agency leadership, outlining next quarter's objectives, and identifying expansion opportunities.
Perform initial triage, resolving issues directly, routing complex problems to engineering, and protecting engineering bandwidth.
Build and refine the deployment playbook by documenting successful strategies, identifying portfolio-wide patterns, and translating recurring friction into actionable feedback for the Product team.