Customer Strategy & Ops Specialist

Role

Once a practice is live, you'll own keeping them successful. You'll track every practice's health, adoption, open issues and renewal timing, and you'll be the person each practice owner knows by name and reaches out to first. You'll notice who needs a check-in this week, who's quietly stopped using a feature they paid for, and who's heading toward a hard renewal conversation. You'll raise it and act on it before anyone asks.

You'll also be the human behind our support inbox. Our bot answers the easy questions. You own the rest, including the escalations. When something breaks, you decide how serious it is, you get it in front of engineering with enough detail to fix it, and you own the conversation with the customer until it's resolved.

Customers describe problems the way they experience them. Engineers need to know what actually happened. You translate in both directions, which means learning the product well enough to reproduce a bug yourself and explain a fix in plain language. That makes you the bridge between what our customers need and what we build next. You'll hear patterns before anyone else does, and you'll bring them to the product team in a way that shapes what gets built.

Responsibilities

• Own day-to-day customer support across Intercom and email: respond quickly, resolve what you can, and escalate what you can't with the context needed to fix it
• Run onboarding for new practices alongside the Customer Success & Product Lead: information collection, data exports, migration timing with engineering, training sessions, and tracking every item to go-live
• Own the health of every live practice: maintain a clear view of each account's adoption, open issues, satisfaction and renewal timing, and act on problems before they become churn
• Be the go-to contact for practice owners and admins after go-live, with regular check-ins and structured account reviews with our larger customers
• Manage the issue pipeline from customers to engineering: reproduce, file in Linear with the detail engineers need, and follow up with both sides until it's resolved
• Drive product adoption: notice when a practice isn't using something that would help them, and get them there through training, documentation or a direct conversation
• Own renewals and expansion signals: know every renewal date, surface risk early, and flag practices that are ready to add seats or services
• Be the voice of the customer inside Oasys: turn what you hear into patterns that shape product priorities, test what we ship before customers see it, and communicate releases before customers find out the hard way
• Spot trends across the customer base, such as where practices get stuck, what drives renewals and which features drive adoption, and use them to shape where the team focuses next
• Keep the Help Center and customer-facing documentation current; if you answer the same question twice, fix the article
• Build the customer success operation: health tracking, onboarding checklists, training materials, response templates, and the reporting that shows how the customer base is doing
• Help grow the customer success team: shape how we hire, onboard and train the people who join after you
• Identify customer references and case-study candidates as we grow

Requirements

• You work hard, and you don't need anyone to make you. There is no slack in a team this size
• You're willing to learn a tough product end to end, including the parts that take weeks to understand, and keep learning as it changes
• You take responsibility without being asked. You see what's falling through the cracks and pick it up
• You write clearly and kindly, to people who are busy and sometimes stressed
• You stay organized when a dozen practices are each at a different stage with different open threads
• You want to understand why things break, not just that they did
• You care about therapists, practice owners, and the clients they serve
• You're comfortable with the pace and ambiguity of a company this early
• No specific background required. Good people in this seat have come from support, operations, clinical practice, teaching, hospitality, and finance. Show us how your experience proves the points above
• Plus: prior customer success, implementation, or support experience in software
• Plus: familiarity with behavioral health or healthcare operations

About

Oasys is the AI-native EHR and practice management platform for group behavioral health practices. We combine clinical documentation, billing and revenue cycle, and an outcomes layer into a single system of record, so a practice runs on one platform instead of stitching together three. We're a small team in New York City supporting live practices and thousands of therapists, growing quickly. Joining now means direct exposure to the founders, every customer we have, and a real path to grow with the company.

Applying

Our process: an intro call, a deeper conversation about how you've handled customers and learned hard things fast, a short practical exercise built around a real (anonymized) onboarding or support situation, and conversations with the founders and the Customer Success & Product Lead. Send your resume along with a few sentences on the hardest customer situation you've handled, or the hardest thing you've had to learn quickly: what the situation was, what you did, and how it turned out. We read those closely.