Customer Success / Implementation Lead

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