Customer Success Lead

About VisibleHand:

VisibleHand was founded in 2014 and is a profitable, mission-driven company dedicated to improving patient safety in behavioral health facilities across the country. We work with inpatient psychiatric hospitals and residential addiction treatment centers to create safer environments for both patients and staff. Our clients choose VisibleHand not just for our technology but because they value the trust, partnership, and dedication we bring to solving their challenges. Our growth is driven mostly by referrals of clients advocating for us across the industry.

We are growing rapidly. You will step into a defined role with processes, materials, and our team to support you. Your work will span multiple customer-facing functions and you will have latitude and encouragement to shape our future. We’re looking for someone excited about refining and improving systems to support our expansion and make an even greater impact in behavioral healthcare. 

We prioritize a healthy and sustainable work environment and are committed to the well-being and growth of everyone working at Visiblehand.

About the Role:

We are seeking an adaptable and confident Customer Success Lead to guide our customers through successful onboarding, training, and ongoing support. Client training may be fully virtual, hybrid, or include site visits for launch support. You will work directly with frontline staff, managers, and executives, ensuring they understand how to use our products effectively in their day-to-day operations.

This is a remote role, but we highly value connection and teamwork. For those in Colorado, we meet in person every few weeks for company gatherings and hold occasional retreats for strategic planning and team-building. We thrive on collaboration, embrace first principles thinking, and appreciate diverse perspectives that help us grow stronger as a team.

What You’ll Do:

• Customer Implementations: Lead virtual training sessions for new and existing clients, tailoring sessions for executives, frontline staff, and IT teams. You will own an implementation from ‘signed contract’ through ‘post launch review’. Implementations require project management skills and the ability to effectively shepherd multiple launches in parallel.
• Technical Support: Work with customers to troubleshoot issues, answer questions, and provide a seamless support experience. You will join our team in serving our clients through our support/helpdesk, including on-call shifts (approximately one to two nights per week and one to two weekends per month). Our goal is not just to close tickets but to truly solve problems, improving our product and customer experience in the process.
• Process & System Improvement: Identify ways to streamline implementations and enhance training materials. As we scale, we need team members who can help refine our processes for efficiency and effectiveness.
• Cross-Functional Collaboration: Work with internal teams to ensure customer feedback informs product development, support documentation, training enhancements, expansions, and new sales.
• Knowledge Base Development: Contribute to internal guides, FAQs, and documentation to empower customers and internal teams.
• Travel: Be willing to travel once per month, on average, for in-person training and customer engagements.

What We’re Looking For:

• We encourage candidates with 3-5 years of experience in implementation, training, or a related field to apply. However, experience is not a strict requirement—if you bring relevant skills, a strong ability to learn, and a passion for our mission, we’d love to hear from you.
• Experience leading implementations or training, especially in environments where hands-on support is critical.
• Strong communication skills and confidence presenting to a wide range of stakeholders, from frontline staff to executives.
• Problem-solving mindset—able to work under pressure and think on your feet in customer-facing situations.
• Comfort with technology and ability to quickly learn new systems.
• Proficiency with Google Workspace (Docs, Sheets, Slides, Gmail).
• Familiarity with tools like Trello, Slack, and Zendesk is a plus.
• Background in B2B software is a plus (mid-market or enterprise).
• Background in healthcare and behavioral health is a strong plus.
• Interest in AI-driven solutions and using automation to improve efficiency is a plus.

Growth & Future Opportunities:

This role is a strong foundation for future career growth at VisibleHand. As we scale, team members have the opportunity to explore and move into specialized roles in areas such as:

• Account Management
• Customer Success
• Fulfillment & Supply Chain Management
• Knowledge Base, Community Management, and Documentation Strategy

Benefits & Perks:

• Matching 401K
• Remote work and flexible hours
• Competitive compensation plus equity
• Rare combination of excellent job security and high growth opportunity
• Opportunity to shape the future of the company, technology, and entire field of acute behavioral healthcare
• Meaningful work on solutions that “save lives” - in the words of our customers