Brightloom · we are hiring

Founding Customer Success Manager

Customer successAsheville or remote (US)Full-timeReports to the CEO

$95,000 – $120,000plus 0.25% – 0.6% equity, four-year vest

Band is real and we will tell you where in it you sit before the final round.

Why this role matters

Sixty-three clinics use Brightloom to refill cancelled appointments automatically, and half of them arrived because another clinic recommended us. That referral rate is the most valuable thing we have, and it exists because two people have personally onboarded and supported every single customer. That does not scale past about eighty clinics, and we are close.

This is the first dedicated customer success hire. You will own onboarding and ongoing success for clinic groups, decide what our success process actually is, and be the person who tells engineering what customers cannot say politely. It is a build role, not a maintain role — there is no playbook to inherit, only patterns to notice.

What you will do

• Own onboarding for clinic groups from signature to live — currently a median of four days, and your job is to keep it there as volume triples.
• Run quarterly reviews with multi-location customers, including the honest ones where we open with what broke.
• Turn support patterns into product decisions by bringing the three things you hear most into the weekly product review, with evidence.
• Build the success process from scratch — health checks, escalation paths, and what a clinic should see in week one versus month three.
• Be the reason clinics refer us, which mostly means answering fast, saying what you do not know, and never letting a clinic discover a problem before we tell them.

What great looks like at 90 days

What we are looking for

• Three or more years in customer success or implementation at a B2B software company, ideally where the customer was an operations team rather than a developer.
• Comfort with healthcare operations — you do not need clinical experience, but you should be able to hold a conversation with a practice administrator without translating.
• Written clarity. Most of this job is a well-written message sent quickly. We will ask you for a writing sample.
• Real comfort with ambiguity. There is no CRM playbook, no onboarding template, and no team to delegate to yet.
• A bias toward telling customers first. When something breaks, your instinct should be to write before they notice.

How we interview

Four steps, no take-home longer than an hour, and we pay for the working session if it runs over. We will tell you where you stand within two business days of every stage, including no.