Founding Customer Success Lead - Connected De

Radiation Detection Com•Georgetown, TX

19d•Remote

About The Position

We are seeking a Founding Customer Success Lead to take ownership of post-sales customer support and success for connected electronic devices deployed in regulated healthcare settings. This role is execution-focused and hands-on. You will be responsible for delivering a reliable, high-quality customer experience by operating against defined service standards, processes, and expectations, while helping ensure those standards are met consistently as usage scales. You will work closely with technical, operations, and leadership teams to support hospital customers and ensure dependable device performance.

Requirements

Experience building lean, scalable customer success or support processes in a startup or early-stage environment
Customer-facing support experience in healthcare, medical device, or other regulated environments
First-line technical troubleshooting for connected hardware and software products
Strong operational execution, including inbound support management, issue tracking, escalation, and follow-through
Ability to work independently and collaborate effectively with engineering, operations, and leadership in a lean team
Comfortable operating as a generalist, taking on a wide range of customer support, technical, and operational tasks
Highly reliable and detail-oriented, with strong follow-through
Clear, calm communicator in high-stakes or time-sensitive customer situations
Adaptable and effective in startup environments with changing priorities
Strong sense of ownership and accountability for customer outcomes

Nice To Haves

Experience supporting hospital IT, clinical operations, or medical device customers
Background in hardware-enabled or connected device products
Experience working with distributor- or channel-supported customer models
Familiarity with customer support and CRM tools (e.g., Zendesk, HubSpot, Salesforce)
Prior experience as an early or founding Customer Success hire

Responsibilities

Build and run the day-to-day customer success and support operation for connected devices used in hospital environments
Establish and maintain lean, repeatable workflows for customer support, onboarding, and issue resolution
Serve as the primary post-sales point of contact for hospital customers, managing issues through resolution with clear communication
Provide first-line technical troubleshooting for connected devices and associated software, coordinating escalations as needed
Support customer onboarding by ensuring setup, training, and support handoffs are completed consistently
Own operational follow-through including replacements, returns, and customer requests
Track customer issues and outcomes to identify patterns and improvement opportunities
Communicate customer feedback and recurring issues to internal technical and operations teams