Customer Success & Delivery Lead — Careforce

Customer Success & Delivery Lead — Careforce
Oct 6, 2026 · @Shafkat Haque
About Careforce
At Careforce, our mission is to expand the world's capacity to care by 3x and break the 40-year interoperability barrier by eliminating the administrative burden that slows healthcare providers. Careforce's autonomous AI agents find, call, and schedule, freeing medical teams to prioritize patient care and access to healthcare.
We're a YC-backed startup building a high-reliability, one-of-a-kind agentic platform for care coordination. This is a founding-team hire.
Customer Success & Delivery Lead
Your job is to make every customer feel like our only customer.
Except our customers' frontline workers are fully autonomous AI agents, calling patients, payers, and providers on their behalf, doing work that has never been done without a human before.
The Role
You own the customer relationship after the contract is signed. You run delivery from kickoff to go-live, triage and resolve every customer issue, and make sure our AI agents keep performing in production. Your superpower is turning a messy call transcript or an angry email into a clear root cause, a fix, and a happier customer, all while staying close enough to the technology to make smart calls.
What You'll Do
Own customer success. Be the primary point of contact for our healthcare customers (health plans, provider groups, care organizations) from onboarding through renewal.
Deliver our software. Run onboarding and go-live: gather requirements, configure workflows and call scripts, coordinate data handoffs (CSV, SFTP, API), and get agents live on time.
Manage every customer issue. Run support end to end. Triage tickets, reproduce issues, dig into call recordings, transcripts, and logs, drive fixes with engineering, and close the loop with the customer.
Keep the agents healthy. Monitor AI agent performance in production, spot deviations from expected call flows, and turn findings into prompt, script, or workflow improvements.
Bridge customer and engineering. Translate customer needs into clear, prioritized requests for product and engineering, and explain technical concepts back to non-technical stakeholders.
Grow our accounts. Spot where customers can get more value from Careforce, such as new duties, workflows, lines of business, or call volume, and partner with leadership to turn wins into expansions and renewals.
Measure what matters. Track customer health, SLAs, resolution times, and outcome metrics, and use data to get ahead of problems before customers notice them.
Build the playbook. As a founding team member, set up the support process, escalation paths, documentation, and rituals that make customer success repeatable as we scale.
What We're Looking For
3–5+ years in customer success, customer experience, support, or implementation, ideally at a B2B SaaS or AI company serving enterprise customers.
Hands-on AI/LLM/agent experience: you've worked with LLM-powered products or AI agents (voice or chat), and you understand prompts, tools, evaluations, and why agents fail.
Technical troubleshooting: comfortable reading logs, querying data (SQL a plus), working in tools like Postman or a database console, and talking shop with engineers.
Customer-first communication: clear, calm, and credible with customer stakeholders, from frontline operations staff to executives, especially when something is broken.
Healthcare industry insight (strong plus): familiarity with payers, providers, care coordination, or healthcare administration, and comfort working with PHI under HIPAA.
Ownership and urgency: you treat a customer issue as yours until it's resolved, and you thrive in a fast-paced, ambiguous startup environment.
Analytical mindset: you use data and clear metrics to track customer health and drive decisions.
Why Join Careforce
Shape and grow. As a founding team member, you'll define how Careforce takes care of its customers and influence the direction and culture of a YC-backed startup, with big room for personal and professional growth.
Rewarding compensation. Competitive salary, meaningful equity, and 2x performance bonuses per year. We work and reward in 6-month iterations. We're also establishing a formal 401(k) and health plan to further support our team.
How to Apply
Send us:
Resume / CV / Cover letter
An LLM project: a product, experiment, or side project. A link, video, picture, or description all work.
A customer story: the toughest customer issue you've owned, what went wrong, and how you turned it around.
Something special about you: in your own words, the most impressive thing you've accomplished (not necessarily job related).
Let's talk.
About the Interview
Screen
Customer scenario interview (live issue triage)
Culture interview
Final interview with the founder

Experience
3+ years

Work arrangement
Yes