Founding CS Lead
Radiation Detection Company, Georgetown, TX, United States
Join our Team as Founding Customer Success Lead - Connected Devices (Healthcare) ✨☢️
Radiation Detection Company is hiring a Founding Customer Success Lead to own and execute customer support and success operations for connected electronic devices used in hospital environments.
US-Based | Remote-Friendly (Central Time Preferred) | No Travel Required
About the Role 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.
What You’ll Do
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 opportunitiesCommunicate customer feedback and recurring issues to internal technical and operations teams
Key Skills
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
Preferred Skills (Nice-to-Have)
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
Soft Skills
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-throughClear, 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
Benefits
Medical, Dental & Vision Insurance
Voluntary Supplemental Insurance
Generous PTO: 120 Hours your First Year!
Sick time
13 Holidays
Company Paid Life Insurance & Short-Term Disability
Company Paid Parental Leave
401K
Ready to make an impact? Apply today and help us shape the future of dosimetry & radiation protection!
#J-18808-Ljbffr
US-Based | Remote-Friendly (Central Time Preferred) | No Travel Required
About the Role 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.
What You’ll Do
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 opportunitiesCommunicate customer feedback and recurring issues to internal technical and operations teams
Key Skills
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
Preferred Skills (Nice-to-Have)
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
Soft Skills
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-throughClear, 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
Benefits
Medical, Dental & Vision Insurance
Voluntary Supplemental Insurance
Generous PTO: 120 Hours your First Year!
Sick time
13 Holidays
Company Paid Life Insurance & Short-Term Disability
Company Paid Parental Leave
401K
Ready to make an impact? Apply today and help us shape the future of dosimetry & radiation protection!
#J-18808-Ljbffr