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Own the performance and success of major customer accounts, driving usage, retention, turnaround time, request health, and operational efficiency. Serve as a strategic customer partner while auditing and triaging record requests, managing records specialists, tracking performance, and improving workflows. Collaborate with operations and product teams to communicate customer feedback, resolve friction points, and enhance the customer experience. The role requires strong organization, communication, analytical ability, urgency, and comfort with SQL, dashboards, and automation.

Manage inbound customer support tickets, comments, tasks, and emails for key B2B accounts. Resolve standard record retrieval, delivery, billing, and how-to questions within SLAs; identify and escalate technical issues; document tickets and account notes; monitor queue performance; and surface recurring feedback themes. The role also helps build and refine support playbooks and escalation processes in an early-stage SaaS environment.

Monitor and audit record-retrieval requests across key accounts, analyze turnaround and volume data, prepare customer reporting and meetings, drive escalations to resolution, and communicate account issues clearly. The role also converts recurring customer problems into product and engineering requests, supports customer calls and visits, and grows toward direct ownership of strategic accounts.

Manage end-to-end medical-record retrieval for legal and healthcare customers. Coordinate with provider offices, ensure accurate and compliant record sets, maintain retrieval playbooks, reduce turnaround times, and identify workflow improvements. Collaborate with engineering, product, and teammates to standardize processes and support automation.

The Operations Lead will manage the Records Retrieval Team, focusing on training, performance tracking, and process optimization, while promoting a strong company culture.

Manage a portfolio of mid-market and SMB law firms through onboarding and ongoing success, enhancing relationships and identifying growth opportunities.

As the first Account Executive, you will manage the entire sales cycle, build a sales playbook, and engage with customers to drive growth.

The Customer Success Lead will manage enterprise accounts, drive customer adoption, ensure value realization, and oversee onboarding and account health.

Build and own the People function from 0→1: design onboarding/offboarding, employee relations, policies, visa support, and HR systems. Partner with the CEO on org design, scale hiring, and create processes that preserve culture while enabling rapid growth. Onsite in NYC full-time.

Conduct outbound prospecting and qualify inbound leads to book high-intent demos for Account Executives. Research enterprise target accounts (personal injury law), run multi-channel outreach, refine messaging and playbooks, collaborate with AEs and VP of Sales, and represent the company professionally. Work on-site in Dumbo with regular travel for client meetings and conferences.