Founding Customer Experience Lead
Avora, California, MO, United States
Role Overview
As our founding CX lead, you’ll own the complete post‑sale customer journey - from onboarding and workflow setup through proactive adoption and expansion. You’ll serve as the trusted internal advocate for customer needs and the external representative of Avora. This is an IC role with a clear path to build and lead the CX function.
Responsibilities
Onboard and configure
AI workflows to each practice’s preferences; train patient‑facing teams and get them live quickly
Drive customer adoption
through planning deployments with customer leadership
Build for scale
by creating playbooks, SOPs, automations, and alerts that enable scaling from
200 → 2000
practices
Advocate for customer needs
with Product and Engineering - surface customer patterns, prioritize improvements, and communicate outcomes clearlyae
Unblock customers quickly
by triaging issues, providing frontline support, and coordinating closely with engineering
Requirements
In‑person in San Francisco
Exceptional written & verbal communication; comfortable texting/calling customers daily
Technical and AI curiosity; willingness to learn latest tools (Claude Code, Ramp Sheets, etc.) and support technical troubleshooting
Nice‑to‑haves
Healthcare or dental industry exposure, including familiarity with EHR/PMS systems
Consulting, ops, or customer success experience
Service industry experience, comfortable working with busy teams
Analytics skills and tooling - comfortable with SQL or strong spreadsheet analysis, lifecycle analytics (Posthog, HubSpot, Attio), and automation tools (Zapier, Make)
Open to travel to meet strategic customers where they are (5-6 days/month)
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Responsibilities
Onboard and configure
AI workflows to each practice’s preferences; train patient‑facing teams and get them live quickly
Drive customer adoption
through planning deployments with customer leadership
Build for scale
by creating playbooks, SOPs, automations, and alerts that enable scaling from
200 → 2000
practices
Advocate for customer needs
with Product and Engineering - surface customer patterns, prioritize improvements, and communicate outcomes clearlyae
Unblock customers quickly
by triaging issues, providing frontline support, and coordinating closely with engineering
Requirements
In‑person in San Francisco
Exceptional written & verbal communication; comfortable texting/calling customers daily
Technical and AI curiosity; willingness to learn latest tools (Claude Code, Ramp Sheets, etc.) and support technical troubleshooting
Nice‑to‑haves
Healthcare or dental industry exposure, including familiarity with EHR/PMS systems
Consulting, ops, or customer success experience
Service industry experience, comfortable working with busy teams
Analytics skills and tooling - comfortable with SQL or strong spreadsheet analysis, lifecycle analytics (Posthog, HubSpot, Attio), and automation tools (Zapier, Make)
Open to travel to meet strategic customers where they are (5-6 days/month)
#J-18808-Ljbffr