Founding Customer Experience Lead

Role Overview

As our founding CX lead, you’ll own the complete post-sale customer journey - from onboarding and workflow setup through proactive adoption and expansion. You’ll serve as the trusted internal advocate for customer needs and the external representative of Avora. This is an IC role with a clear path to build and lead the CX function.

Responsibilities

• Onboard and configure AI workflows to each practice’s preferences; train patient-facing teams and get them live quickly
• Drive customer adoption through planning deployments with customer leadership
• Build for scale by creating playbooks, SOPs, automations, and alerts that enable scaling from 200 → 2000 practices
• Advocate for customer needs with Product and Engineering - surface customer patterns, prioritize improvements, and communicate outcomes clearlyae
• Unblock customers quickly by triaging issues, providing frontline support, and coordinating closely with engineering

Requirements

• In-person in San Francisco
• Exceptional written & verbal communication; comfortable texting/calling customers daily
• Technical and AI curiosity; willingness to learn latest tools (Claude Code, Ramp Sheets, etc) and support technical troubleshooting

Nice-to-haves

• Healthcare or dental industry exposure, including familiarity with EHR/PMS systems
• Consulting, ops, or customer success experience
• Service industry experience, comfortable working with busy teams
• Analytics skills and tooling - comfortable with SQL or strong spreadsheet analysis, lifecycle analytics (Posthog, HubSpot, Attio), and automation tools (Zapier, Make)
• Open to travel to meet strategic customers where they are (5-6 days/month)