Job descriptionFull Time
Cadence ABA is looking for a Customer Success / Implementation Lead to own the client relationship from onboarding through long-term adoption. This role is the primary point of contact for ABA clinics and practices getting set up on Cadence's voice-first data collection and documentation platform, making sure clinicians and administrators get real value from the product quickly and continue to succeed with it over time.
What you'll do
- Lead new customer onboarding and implementation, including account setup, data/roster migration, and role configuration
- Train clinicians, BCBAs, RBTs, and administrative staff on the platform so they adopt it confidently in daily sessions
- Serve as the main point of contact for assigned accounts, building relationships with clinical and operations leadership
- Monitor account health, usage, and adoption metrics, and proactively address risks to renewal or satisfaction
- Partner with product and support teams to triage customer issues, advocate for fixes, and relay feature feedback
- Develop and maintain onboarding materials, training resources, and best-practice playbooks for new and existing customers
What we're looking for
- 3+ years of experience in customer success, implementation, onboarding, or account management for a B2B SaaS product
- Strong communication and training skills, comfortable presenting to both clinical and administrative audiences
- Proven ability to manage multiple customer implementations or accounts simultaneously
- Comfort learning and explaining technical/clinical workflows and translating them for different stakeholders
- Experience using or reporting on customer health metrics such as adoption, retention, and satisfaction
- Strong problem-solving skills and a track record of resolving customer issues calmly and effectively
Nice to have
- Experience in ABA therapy, healthcare software, or another clinical/compliance-heavy vertical
- Familiarity with HIPAA-related considerations in customer-facing software implementations
- Experience working with CPT coding, billing workflows, or clinical documentation processes