Director of Customer Experience

Enzo Health is a healthcare technology company transforming home health operations through purpose-built artificial intelligence. We deliver a secure, HIPAA-compliant AI platform that unifies intake, clinical documentation, coding, and quality assurance—enabling agencies to reclaim time and revenue while elevating patient care.

Enzo addresses the critical challenges facing home health agencies today: rising operational costs, clinician burnout, shrinking reimbursement margins, and increasing compliance demands. Our integrated AI solution automates documentation workflows from referral to final QA, allowing clinical staff to focus on delivering exceptional patient care.

• 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

• 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