Manager / Director of Customer Success

New York, NY · Customer Success · In office · Full-time

Craniometrix is building the care infrastructure that makes living with dementia easier.

When families get the right non-clinical coaching and support, everything changes: hospitalizations drop by up to 30%, patients stay home longer, and quality of life improves measurably. Medicare recently started paying for that coaching, which created the opening for us to build something that changes lives and preserves dignity at scale.

We launched our care navigation service in July 2025, hit $8M ARR in our first year, and closed a $15M Series A to become the navigation infrastructure for dementia, and that's just the beginning.

This is mission work and we treat it that way. We're building for the families and patients who need it most, and we're building a place where compassion shows up in how we serve customers and how we treat each other. We're growing fast, the clinical and economic foundation is strong, and there's a ton left to build.

If you want real agency, real scope, and the chance to help define how this category gets built, we'd love to talk.

About the Role

We're looking for a Customer Success leader to own what happens after a practice signs with Craniometrix. Our Partnerships Managers land the partnership. You and your team make it succeed: drive patient enrollment, build relationships the practice comes to rely on, and grow each account over time.

A signature is where the real work starts. A partnership only counts once a practice's patients are enrolled, and that is your charge: turn each new practice into families getting support and into the revenue that lets us reach more of them. You own the enrollment ramp and the relationship that sustains it, and you'll carry a portfolio of neurology practices, working mostly virtually, with periodic travel to meet your most important accounts in person.

As our foundational customer success hire, you'll help build the playbook the rest of the team will run, so this is a ground-level seat with real ownership.

You'll report to the VP of Growth and work hand in hand with the Partnerships Managers who sign your accounts and the operations, data, and enrollment teams who deliver the care. This is a pivotal role at a company with real traction and a real mission.

What You'll Do

Own Enrollment and Activation

• Drive the ramp of patient enrollment from each practice you manage, turning a signed partnership into active, engaged patients and families.
• Lead implementation and onboarding as the primary point of contact, coordinating closely with operations, data, and enrollment teams so a new practice ramps fast.
• Partner with the practice to identify and refer eligible dementia patients, and remove the workflow friction that slows enrollment.

Build the Relationship

• Become the trusted point of contact for each practice, from neurologists to office managers to administrators, with a regular cadence of check-ins, reporting, and reviews.
• Stratify your accounts by value, need, and complexity, and tailor your engagement so the right practices get the right attention.
• Act as the voice of the customer internally, feeding what you hear into product prioritization and the broader playbook.

Grow the Account

• Expand each account over time: increase referral and enrollment volume, surface highly engaged practices for new product and feature pilots, and drive adoption as new lines launch.
• Own renewals, and treat a flat account as a missed opportunity rather than a steady state.

Run It Cleanly

• Manage customer questions, concerns, and issues end to end, working with internal teams to resolve them quickly.
• Document interactions and share insights so the whole team gets smarter about what makes a practice succeed.
• Ensure compliance with Medicare and GUIDE requirements and all federal and state regulations for our programs.

You'll Love This Role If

• You measure yourself by the customer's outcome. Watching a practice go from signed to fully enrolled, with families actually getting support, is the win that matters to you.
• You build trust that lasts. You become the person a practice calls first, and you earn that by being reliable, prepared, and genuinely useful.
• You own a book and grow it. You treat a portfolio of accounts as yours to expand, and a flat account as a problem to solve.
• You're organized and systematic. Juggling a portfolio, a cadence, and the data behind it energizes you rather than overwhelms you.
• The mission matters to you. You want your work to count, and helping families living with dementia is the kind of thing you'd be proud to put your weeks into.
• You'd rather build it than inherit it. You thrive in ambiguity, you want to help shape how account management works here, and you welcome the feedback that makes it better.

What We're Looking For

Experience and skills

• 5+ years in account management, customer success, or a comparable post-sale role, ideally owning retention, expansion, or a book of business. We're are looking for someone who has built and/or lead a customer success function before.
• Experience managing the full customer lifecycle, from onboarding through renewal and expansion.
• A track record of driving measurable outcomes: adoption, utilization, retention, or expansion. In our world, that is patient enrollment and engagement.
• Comfort with data and reporting. You can stratify a portfolio, read utilization, and build a review that moves a practice forward.
• Strong written and verbal communication, credible with clinical and administrative stakeholders.
• Comfortable in a fast-paced, early-stage environment and building from a blank page.
• Highly organized, systematic, and comfortable owning a number.

Preferred qualifications

• Experience in healthcare, health-tech, value-based care, or Medicare-reimbursed care models (GUIDE, CCM/PCM, or comparable).
• Experience managing physician-practice or provider relationships.
• Experience as an early or founding customer success or account management hire, or building an account management motion from scratch.
• A track record of driving enrollment, utilization, or referral volume in a care or services model.

Travel Expectations

Primarily virtual, with periodic travel a few times a year to meet key accounts and attend conferences.

Compensation

The OTE range for this role is $180,000 to $250,000 per year, depending on level and experience, with a portion delivered as performance-based variable tied to enrollment, retention, and expansion. The role also includes meaningful early-stage equity.