Customer Success Associate

Brellium's mission is a big one – to improve the standard of care across the US healthcare system. We’ve built AI-powered technology that helps healthcare providers deliver safer, higher-quality care - starting with the first real-time medical review platform built to fix clinical and compliance risks before they impact patients.
Each year, 1 in 20 people in the U.S. experiences a medical diagnostic or compliance-related mistake. Most providers lack the time, staffing, and tools to mitigate these issues - so they go unnoticed, impacting care quality and increasing clinical and financial risk.
Brellium is building the AI-powered platform that helps providers deliver safer, more consistent care by mitigating risk early and aligning patient visits with clinical best practices. Our goal is to give every provider in the U.S. the tools to deliver clinically excellent, data-driven care - at scale.
Brellium was founded in 2021. Since then, we’ve grown to serve over 250,000 providers across all 50 states who use Brellium to take better care of their patients and ensure data-driven, compliant care. We’re a Series A company with over $16MM in funding from First Round Capital, Left Lane Capital, and Menlo Ventures.

We are seeking a Customer Success Associate to help our ABA (autism care) mental health, hospice, and home health customers implement our AI product. In this role, you’ll collaborate with Brellium’s Customer Success team while working closely with Clinical and Operations teams at mid-market and enterprise healthcare clinics.

This role might be for you if:

You’re a people- and process-focused individual with a passion for cutting-edge technology. You thrive in a collaborative team environment and are excited to join a small, dynamic team. With a strong interest in the intersection of AI and health tech, you’re eager to contribute to a forward-thinking company. You’re a creative problem-solver with excellent communication skills, comfortable working in a fast-paced work environment. You enjoy engaging with customers daily, collaborating with internal teams to refine processes, and making a meaningful difference in people’s lives.

Responsibilities:

• Own front-line communication with Brellium’s customers, talking with the Clinical and Operations team members at mid market & enterprise healthcare companies daily

• Efficiently manage, prioritize and resolve hundreds of support tickets each day

• Partner with the Customer Success team to create an effective ticket management system and develop customer-facing learning materials.

• Collaborate with our engineering team to resolve platform issues

Requirements:

• Previously worked in a customer facing role, ideally at an early stage software startup

• Familiarity with support ticketing systems (experience with Pylon is ideal, but Zendesk, Intercom, or similar systems are also great).

• Extreme sense of ownership

Don’t worry if you don’t tick every box, we still would like to hear from you. We are building a diverse and balanced team that complements each other while covering the critical skills and experience.

Bonus points:

• Healthcare and/or software company experience

• Prior experience building a ticket management system

• Experience creating content and guides for customers

Compensation:

The expected OTE range for this position is $75,000 - $85,000, based on a variety of factors including qualifications and experience. In addition to base compensation, this role includes an equity grant.

We are committed to offering a comprehensive and competitive total rewards package, including robust health benefits, commuter benefits, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

We are committed to offering a comprehensive and competitive total rewards package, including robust health benefits, commuter benefits, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

• 401(k) Retirement Savings Plan

• Equity Compensation

• Dinner Provided via DoorDash & stocked kitchen for NY employees

• Medical, Dental, and Vision coverage

• HSA / FSA

• 11 paid holidays each year

• Unlimited PTO

• Training and professional development

• Hybrid Work Schedule (4 days onsite, 3 if located > 1 hour away)

Bias to Action: Brellium teammates do not wait to make reversible decisions or seek unnecessary approval. We quickly decide and move forward. If the decision was incorrect, we quickly reverse it and move forward.

Thinks for themselves: Brellium teammates do not take things at face value. We ask "why" until base truth is reached. If a better solution is present, Brellium teammates use it, regardless of status quo.

Negative Maintenance: The opposite of high maintenance isn’t low maintenance - it’s negative maintenance. Brellium teammates are poised under pressure, self-motivated, self-improving, self-disciplined, self-aware, and non-defensive.

Expect Excellence: We hold ourselves to exceptionally high and continuously rising standards. We strive for thoughtfulness in our decision making, and for speed and quality in our execution. We acknowledge trade-offs and communicate proactively.

Communicate with Clarity: Brellium teammates communicate concisely, directly, and purposefully. We optimize for ensuring our points are easily understood the first time.

We are aware of fraudulent job offers claiming to be from Brellium. All legitimate communication comes from brellium.com, or [email protected], and we will never ask for money or sensitive personal information as part of our hiring process. If there are any questions please direct them to [email protected]