Director of Customer Experience

Our Solutions

• Enzo Intake: Delivers intake decisions in seconds, automatically extracting key data from referrals to increase admissions and reduce processing delays.
• Enzo Scribe: Auto-generates OASIS documentation, clinical narratives, and care plans, reducing documentation time by up to 75%.
• Enzo QA: Ensures documentation meets the highest clinical standards with approximately 95% coding accuracy, reducing compliance risk and helping maximize revenue.

Trusted by top-performing home health agencies nationwide, Enzo delivers measurable results: documentation time under 25 minutes per visit, referral intake under 5 minutes, and 30-50% savings per episode of care. These efficiencies effectively double staff capacity while maintaining exceptional quality and compliance.

As reimbursement pressures intensify, Enzo Health empowers agencies to navigate cost-cutting measures without compromising care quality, positioning AI as the essential strategy for sustainable growth in home health.

You ll lead our entire post-sale customer organization—Implementation and Customer Success. Today that s a small team. Your job is to build it into something that scales.

We sell AI software to home health agencies: intake automation and ambient scribe. The product works. But getting customers live and keeping them successful requires process, follow-through, and people. That s your department.

Own the customer journey from signed contract through renewal. That means:

• Build repeatable onboarding that gets customers live in days, not weeks
• Create playbooks for EMR integrations.
• Work with Engineering to catch deployment issues before customers feel them
• Set implementation SLAs and hold the team to them

• Build a health monitoring system so you know which accounts need attention
• Run QBRs and check-ins that actually surface problems early
• Own retention, expansion, and NPS
• Turn escalations into process improvements

• Translate customer pain into product roadmap priorities
• Partner with Sales on handoffs and expectation-setting
• Make sure customer feedback reaches Engineering and Product consistently

• Hire and develop Implementation Specialists and CSMs
• Build training, documentation, and career paths
• Create the playbooks that let the team scale

Required:

• 5+ years in Implementation, Customer Success, or Solutions Engineering
• 2+ years leading teams at a growing B2B SaaS company
• Experience with healthcare IT and EHR/EMR integrations
• Comfortable system architecture, and troubleshooting
• Track record reducing churn and growing accounts

Preferred:

• Healthcare experience

Clinicians tell us our product saves them hours a day. But the product only works if customers get implemented properly and stay engaged. You ll make sure that happens—and build the team that does it at scale.

• Salary + equity as a key early leader
• Health benefits, unlimited PTO
• Direct access to founders
• Budget for tools, training, and team development